Account Manager

Description

POSITION SUMMARY

The Account Manager serves as the central point of coordination between clients, Account Executives, Production, Scheduling, and Shipping. This role bridges customer expectations with production capabilities, ensuring that everyone involved has accurate information, understands requirements, and stays informed from the initial estimate through final delivery and billing. The Account Manager takes ownership of job details, communicates changes, resolves issues, and follows through on commitments. Success requires strong working relationships across departments, proactive attention to deadlines, and sound financial oversight to support customer satisfaction and account profitability.

DUTIES AND RESPONSIBILITIES

Customer Relationships and Cross-Department Coordination

• Provide excellent service to external customers and internal teams, representing the company with professionalism and accountability.
• Partner closely with Account Executives to understand customer expectations, clarify commitments, and maintain consistent communication throughout each job.
• Translate customer requirements into clear, complete, and actionable information for Production, Scheduling, Shipping, and other supporting departments.
• Ensure customer expectations align with production capabilities and schedules. Resolve discrepancies with the appropriate teams before commitments are made.
• Keep customers, Account Executives, and internal departments informed of job status, approvals, changes, and potential delays.
• Take ownership of questions and concerns, coordinate solutions across departments, and follow through until issues are resolved.

Job Planning and Production Oversight

• Coordinate and monitor assigned printing jobs from estimating and order entry through proofing, production, shipping, and billing.
• Give information and revise quotes to ensure they accurately reflect job specifications and customer requirements.
• Enter and maintain accurate job specifications, production instructions, and shipping requirements,
• Ensure customer- and vendor-supplied components are available in time to support the production schedule. Generate purchase orders as needed.
• Coordinate proof delivery, track customer approvals, and communicate revisions to the appropriate departments.
• Work closely with Production and Scheduling to monitor progress, identify obstacles, and resolve issues that could affect quality, cost, or delivery.
• Document changes to job scope, quantities, materials, schedules, or delivery requirements and communicate their impact to all affected parties.
• Review samples against customer specifications, coordinate necessary corrections, and ensure requested samples are sent.
• Coordinate customer press approvals and attend on-site or off-site customer meetings as required.

Shipping and Delivery Coordination

• Partner with Shipping to confirm delivery dates, destinations, quantities, packaging requirements, shipping methods, and any special instructions.
• Ensure Shipping receives complete and accurate information in time to plan and execute deliveries.
• Monitor job readiness against shipping deadlines and coordinate with Production, Scheduling, and Shipping when adjustments are needed.
• Communicate delivery changes promptly to customers and Account Executives, confirming revised arrangements with the appropriate internal teams.
• Follow through on delivery concerns and coordinate resolution of discrepancies.

Financial Oversight and Billing

• Monitor costs associated with assigned accounts and identify opportunities to control expenses while meeting customer requirements.
• Review job costing for accuracy and investigate discrepancies with the appropriate departments.
• Ensure customer-requested changes, additional work, purchased components, and applicable shipping or mailing charges are documented and reflected in billing.
• Communicate pricing adjustments and obtain required approvals before additional work proceeds, following company procedures.
• Review and approve billing within assigned authority, ensuring invoices accurately reflect approved pricing, completed work, and documented changes.
• Provide complete and timely billing information and work with Accounting, Account Executives, and customers to resolve billing questions.

Documentation and Company Responsibilities

• Maintain complete, accurate digital and paper records of job requirements, approvals, changes, communications, and billing details.
• Provide backup support to coworkers to maintain continuity of service.
• Demonstrate reliable attendance and punctuality.
• Support the company’s workplace health and safety culture.
• Support the company’s food safety culture by actively participating in the SQF program and meeting applicable requirements. Participation may include the HACCP team, management review team, audits, training, or other committees. Report food safety concerns to the SQF Practitioner or designated backup.
• Perform additional responsibilities as assigned.

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree or equivalent professional experience.
• Commercial printing experience in customer service, estimating, or project management is preferred. Candidates with transferable skills from manufacturing, customer service, account management, or related fields are encouraged to apply. Training can be provided in printing processes, company workflows, and job-specific responsibilities.
• Strong verbal and written communication skills, including the ability to explain customer requirements and coordinate effectively across departments.
• Strong organizational skills and the ability to manage multiple jobs, priorities, and deadlines.
• A demonstrated sense of ownership, accountability, and follow-through.
• Ability to identify problems, bring the appropriate people together, and work toward timely resolution.
• Attention to detail when reviewing specifications, schedules, costs, shipping instructions, and billing.
• Proficiency with Microsoft Office and a willingness to learn EFI Print Management Software or a comparable MIS system. Training on the company’s MIS system can be provided.
• Willingness to learn, ask questions, and develop an understanding of how customer service, production, shipping, and billing work together.

Requirements

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree or equivalent professional experience.
• Commercial printing experience in customer service, estimating, or project management is preferred. Candidates with transferable skills from manufacturing, customer service, account management, or related fields are encouraged to apply. Training can be provided in printing processes, company workflows, and job-specific responsibilities.
• Strong verbal and written communication skills, including the ability to explain customer requirements and coordinate effectively across departments.
• Strong organizational skills and the ability to manage multiple jobs, priorities, and deadlines.
• A demonstrated sense of ownership, accountability, and follow-through.
• Ability to identify problems, bring the appropriate people together, and work toward timely resolution.
• Attention to detail when reviewing specifications, schedules, costs, shipping instructions, and billing.
• Proficiency with Microsoft Office and a willingness to learn EFI Print Management Software or a comparable MIS system. Training on the company’s MIS system can be provided.
• Willingness to learn, ask questions, and develop an understanding of how customer service, production, shipping, and billing work together.