Account Manager

• Understand the big picture of overall company operations and the impact they have on customer orders
• Proactively involve internal departments to address customer satisfaction issues
• Engage customers and go the extra mile for their satisfaction; be curious and resourceful in resolving issues and solving customer challenges
• Emulate the company values and guiding principles in all daily interactions with our customers
• Demonstrate empowered responsibility for nourishing relationships with customers and owning the process
• Review each purchase order before processing to ensure all required information has been received and is accurate.
• Enter the purchase order into Epicor and file a PDF of the Order Acknowledgement in Epicor; send to customer if needed. Attach PO and any correspondence to SO in Epicor.
• Verify pricing on customer submitted POs based on current price pages
• Process all orders following the order entry guidelines, using the appropriate order entry checklist to compare entered order against purchase order for accuracy; supply order confirmation to customer.
• Process credit card payments
• Provide customer with quotes and/or Pro Forma invoices as requested
• Obtain project name and brand/market details from the customer for internal reporting needs.
• Assist customers with navigation through company websites, literature, installation documents, test results, and other resources.
• Notify the appropriate internal and external parties when shipping, manufacturing or quality issues arise
• Respond appropriately to customers' and sales' inquiries and requests for modifications to orders
• Provide Professional and timely support on all phone lines. Utilize the caller qualification questions and take appropriate action for each call.
• Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires
• Builds and maintain business relationship with customers by providing prompt and accurate service so as to promote customer loyalty.
• Regularly makes recommendations to customers to solve their problems with minimal next-level management involvement needed, expresses confidence in interactions with customers.
• Enter and process internal and sample orders, utilizing the sample website and Epicor
• Expeditiously enter claim orders as instructed by Technical Services
• Provide account support and coverage when colleagues are unavailable, including front desk coverage.
• Act as a liaison between technical/post-sales support and quality assurance, and our customers.
• Provide quotes requested by established customer or Sales; work with Sales as needed to ensure quote meets expectation
• Review customer list to determine if credit terms have been previously extended
• Respond as requested to order lead times, date improvement requests, quick ship and expedited shipping requests for stocked products
• Understand and review inventory availability to work out best possible solutions for the customer, providing a level of service beyond standard lead times
• Coordinate Sales efforts with production and shipping to resolve questions on order requirements or resolve problems that may occur; process order changes and verify shipments are on schedule
• Sell promotional (Remnant) material, keeping familiar with current stock and special promotional items
• Understand the manufacturing yields and validate them against custom orders to ensure yield maximization or that special pricing, to include waste, has been factored in to the calculation. Verify pricing and yield expectations regarding waste and full cylinder yield.
• Adhere to manufacturing guidelines, lead time guidelines when placing an order and set proper expectations with customer
• Respond appropriately to lead time expedite requests utilizing research, product knowledge, and coordination with other departments as needed
• Provides education and support to customers, sales and other team members regarding the business unit, including but not limited to business processes, technical support and product knowledge.
• Handle all aspects of freight quote requests: process quotes, understand freight quote methods, prepare and request quotes, resolve freight quote billing issues
• Resolve delivery issues, process RMAs, resolve freight quote billing discrepancies, handle credit processing, and coordinate with Tech team to resolve claim processing
• Coordinate logo quotes and drawings with CAD designer or third-party vendors
• Enter internal sales orders for new product development and testing using order entry in Epicor.
• Onboard new customers and educate them on our process and products. To include customer setup, customer portal setup, payment options and assistance with credit terms requests.
• Create and maintain current contact information on all assigned customers in Epicor; Create and maintain customer specific comments/instructions for all assigned customers in Epicor
• Follow up with customers when incorrect or incomplete information is submitted on their POs, update all systems and paperwork appropriately, and inform colleagues and other necessary parties of any changes as needed
• RMA and Claim Processing: Follow up based on RSM and tech services decisions
• Understand the full cycle of the production process including systems, manufacturing steps, lead times, planning, production and shipping to work out best possible solutions for the customer
• Provide backup support to other team members during vacations and other peak times
• Evaluate a customer’s purchase order to recommend installation, maintenance, and accessories that are needed for completion of order

• Associate’s Degree or 2 years equivalent experience required
• 5+ years of experience in a customer service, sales, or similar environment preferred
• Experience with flooring or rubber industry preferred
• Project management experience preferred
• Experience with an ERP or CRM is preferred
• Experience in a manufacturing environment preferred
• Must be proficient in Microsoft Office Suite and able to type at least 40 words per minute
• Strong math skills required
• Must have a proven ability to learn new software programs
• Must be skilled at working independently and able to manage multiple priorities with an attention to detail, great organizational skills, and the ability to handle multiple accounts throughout each day
• Excellent and positive verbal and written communication skills required
• Listening, problem-solving, and great interpersonal skills are required
• Must be proactive and show initiative, personal accountability, and have a propensity toward change and process improvement

Ecore International