Senior Account Manager, Circular Solutions_Customer Experience

Ecore Talent Team•Lancaster, PA

9d•Onsite

About The Position

At Ecore, we transform reclaimed rubber into innovative performance surfaces that protect people and the planet. Our products power everything from playgrounds and gyms to hospitals, courts, and even rockets—helping people in motion be their strongest, healthiest selves. As a high-growth, sustainability-driven company, we’re leading the way in circular innovation by keeping rubber out of landfills and turning waste into wellness, safety, and performance. We’re excited to find individuals who are eager to be part of a team that’s driving global impact through innovation, sustainability, and purpose. Job Summary: We’re looking for a Senior Account Manager who thrives on delivering exceptional customer service and building strong relationships. In this role, you’ll manage key accounts, process orders, resolve inquiries, and coordinate with internal teams to ensure timely and accurate delivery of products. You’ll also support sales initiatives and help customers find solutions that meet their needs.

Requirements

Associate’s Degree or 4 years equivalent experience required
6+ years in customer service, sales, or similar environment preferred
Proficient in Microsoft Office Suite; ability to type 40+ WPM
Strong math skills and ability to learn new software programs
Excellent verbal and written communication skills with a positive attitude
Strong organizational skills and ability to manage multiple priorities
Proactive, resourceful, and committed to process improvement

Nice To Haves

Experience with flooring or rubber industry preferred
Project management experience preferred
ERP or CRM experience preferred (Epicor experience a plus)
Manufacturing environment experience preferred

Responsibilities

Serve as the primary point of contact for assigned accounts
Process and review customer purchase orders for accuracy
Enter orders into Epicor ERP and provide confirmations
Respond to inquiries regarding product information, pricing, lead times, and shipping
Coordinate with production, shipping, and technical teams to resolve issues
Provide quotes, invoices, and assist with credit card payments
Manage claims, RMAs, and expedite requests
Promote products and identify opportunities to meet customer needs
Maintain accurate customer records and documentation
Champion ways to improve processes and procedures to make customer service easier for both team members and our customers
Provide expertise and leadership for the Customer Experience Team – including management to metrics
People management - Mentor and provide direction to team members to ensure that all customer inquiries are acknowledged in a timely manner and in the best way possible to ensure we are delivering a world class customer experience.