E-Commerce Account Manager (HYBRID)

IRONMARK• Annapolis Junction, MD, US, MD

6d•$55,000 - $65,000•Hybrid

About The Position

The E-Commerce Account Manager is responsible for nurturing and growing relationships with our Standard and Growth E-Commerce accounts, driving revenue growth and ensuring a seamless experience for our customers and their end users. The E-Commerce Account Manager manages portal activity, participates in store builds, and reviews monthly reports. You will use your excellent communication, time-management, and project management skills to collaborate with cross-functional teams to optimize product listings, marketing strategies, and customer engagement while delivering exceptional customer service and ensuring customer satisfaction.

Requirements

Excellent communication and customer service skills.
Exceptional project management, time-management, and organizational skills.
Team-oriented mindset and approach
Must thrive under tight deadlines and effectively manage multiple projects simultaneously.
Customer-centric
Detail-oriented
Proficient in ERP software (Pace), Project management software (Wrike), and Web-to-Print software (PageDNA, Marcom, Shopify) used to input and track sales orders.
If not currently proficient, comfort with technology and ability to quickly become proficient in organizational software used to input and track orders.
Proficient in the operation of Windows computer systems and Microsoft Suite.
Familiarity with graphic design concepts, layouts, and visual aesthetics.
High School Diploma (or equivalent)
Three (3) years of experience in a production environment.
Previous sales, print, or customer relations position within the graphic industry or related field.

Responsibilities

Serve as Project Manager on Standard and Growth Accounts (may include Enterprise-level accounts as well) client store builds, working with the Director of Company Stores and E-Commerce team members to plan and deliver exceptional products and service.
Act as the lead in new store builds, working with clients to obtain product details, user profiles, and other needed information.
Serve as Project Manager for E-Commerce account customers’ offline order requests, supporting cross-selling initiatives and ensuring customer satisfaction with the customer’s overall Ironmark experience.
Receive Sales Team and customer inquiries and requests, obtain and assemble information and specifications.
Manage event fulfillment stores, working with the Warehouse team to ensure that shipments are on schedule and that inventory is received in a timely manner.
In accordance with established departmental processes and workflows, accurately use Project Management Software, ERP Software, Web-to-Print Platforms, and other software used by the department to efficiently build stores, resolve customer requests, and collaborate with cross-functional teams.
Maintain all store spreadsheets, ensuring up-to-date entry of data that will feed analysis and the creation of reports.
Document standard operating procedures (SOPs) and user guides for each client to provide internal teams with needed client information and to assist with continuous improvement.
Develop and analyze quarterly reports pertaining to users, products, inventory, activity, and more to evaluate performance and identify needs.
Conduct regular client meetings, developing the meeting itinerary as well as following up on tasks and action items that are developed during the meetings.
Track schedule and progress of projects, providing updates to sales, clients, internal team members, and management, ensuring that agreed-upon milestones, schedules, and deadlines are met.
Troubleshoot issues that may arise during the e-commerce project lifecycle, proposing and implementing solutions to keep projects on track.
Stay up-to-date with industry trends and emerging technologies in e-commerce.