Account Mgr, Customer Service

Job Description Overview:
The Account Manager has the primary responsibility to provide excellent customer service while handling all orders and any questions, issues or concerns our customers may have. This person will also interact professionally and positively with coworkers in all departments.
Essential Duties and Responsibilities:
Customer Service – 70% of position responsibility

Provide positive, reliable customer service with a proven track record
Communicate via phone and e-mail quickly and knowledgeably
Handle and/or escalate all customer issues/concerns
Serve customers and accommodate their requests quickly and efficiently
Understand all the steps necessary to complete each stage of a job through order entry, pre-press, print, post-press and shipping

Administration – 30% of position responsibility

Traffic customer orders through our order management system
Navigate through the order management system and apply notes where applicable
Possess great product and production knowledge for out-of-home applications
Interpretation of major drawing and page layout formats for artwork and color presentation

EDUCATION AND FORMAL TRAINING:

Minimum two years’ Account Management/general administrative experience

KNOWLEDGE, SKILLS AND ABILITY:

Effective written and verbal communication skills, both internally and externally
Excellent grammar and proofing skills
Quick learner
Ability to “multi-task” while also reassessing priorities on a continual basis
Excellent attention to detail and follow through with communication and a sense of urgency for deadlines
Computer skills, including MS Windows Office Suite and Outlook
Ability to learn company customized software
Computer graphics or design background helpful

INTELLECTUAL DEMANDS:

Must understand vague and implicit instructions, and react favorably in all work situations
Must be approachable and responsive to a variety of people and issues
Must be adaptable and flexible in dealing with a variety of people
Must be able to resolve problems, handle conflict and make effective decisions under pressure
Must have a long attention span in order to listen to people, perceive the real problems and bring issues to a successful conclusion
Ability to effectively present information and respond to questions from customers or other departments
Ability to add, subtract, multiply and divide in all units of measure, calculate figures and amounts such as discounts, interest, commissions, proportions and percentages, and apply concepts of basic algebra
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

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