Senior Account Manager

Job Summary

The Senior Account Manager (Sr AM) is the key point of communications between sales, customers, and manufacturing to ensure that each order is produced efficiently and to customer specifications. This position expects mastery of all aspects of the Account Manager position, has a leadership role in the department to mentor and train team members, and is expected to assist the Department Manager by taking on additional responsibilities. The Sr AM must use good judgment and work independently to make decisions that maximize customer satisfaction during all contact and transactions with Sheridan.

Duties/Responsibilities

• Communicate proactively with customers to clarify their needs, answer their questions, resolve their concerns, keep them informed and in general act on their behalf to assure their satisfaction and to secure all required materials necessary to produce their order.
• Initiate and lead meetings with the appropriate Sheridan personnel to ensure customer expectations are understood and executed.
• Serve as the primary contact at the plant for customers, operations, purchasing, scheduling, and sales maintaining professional relationships with all.

• Train and mentor new employees in the department.
• Test and validate software during new software implementation and upgrades.
• Participates in cross functional teams with other departments to improve workflows and reduce cost.
• Take initiative to help team members improve their job performance.
• Ensure required information/job files for Billing are complete and accurate.

• Participate in customer visits and entertainment at our facilities.
• Manage all customer shipping and mailing instructions.
• Assign and direct work to the Account Management Assistants and Account Managers.
• Assist AMs with peak workloads and desk coverage as needed.
• Participate in department meetings and lead internal department improvement efforts.
• Support the Sales Team to grow sales. Direct customers to the most efficient workflows and upsell other Sheridan services when opportunities present themselves. Keep Sales Representative informed of significant events such as schedule changes for critical jobs, competitor or pricing information provided by customers, good news, complaints, or disputes, changes in the customer’s organization and key decision makers.
• Set up and prepare FTP and Insite transaction files and communications for customers. When necessary, train customers on how to submit jobs through these sites.
• Create and send customer job status and furnished inventory reports as needed.
• Execute appropriate written communications such as confirmation of phone conversations; answering inquiries about complaints or questions; reviewing and confirming incoming jobs; and reviewing and confirming manufacturing prices.

• Process customer complaints and follow up on these issues with the appropriate department. The Senior Account Manager will be the primary negotiator representing Sheridan regarding customer complaints. They should balance the goals of satisfying the customer and conserving company resources during all complaint negotiations and communicating with the customer on investigating and resolving issues.

• Monitor jobs on priority schedules or deadlines, coordinate job schedules and workflows with manufacturing, review jobs on credit hold in production and in shipping. Give direction to Operations on which orders should be prioritized if backlogs or delays develop.
• Other duties as assigned.

Basic Qualifications

• Associate degree in the field of business, communications, printing, or sales; and 10+ years’ customer service or printing experience and/or training; or equivalent combination of education and experience.
• Demonstrated leadership abilities.
• Ability to anticipate customer needs and desire to exceed their expectations.
• Excellent communication skills (interpersonal, oral, written and phone).
• Time management skills, attention to detail, and strong organizational skills with the ability to meet and maintain deadlines.
• Availability to respond to questions from the manufacturing departments after normal business hours as necessary.
• Ability to work independently and work effectively under pressure and within deadlines.
• Strong analytical and problem-solving skills.

• Ability to act with integrity, professionalism, and confidentiality.

• Strong computer skills and proficiency with Microsoft Office Suite.

Desired Skills and Abilities

• Bachelor’s degree.
• Knowledge and experience in the printing industry, production planning, or sales.

• Understanding of printing and binding concepts and terminology.

• Familiarity with Technique Operating System.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

• Must be able to access and navigate each department at the organization’s facilities.

Travel/Hybrid Schedule Work Requirements

• Minimal travel for seminars, company meetings, etc.
• May require occasional overnight stay.

• Account Managers may work a hybrid schedule from home with approval, and subject to the CJK Group Telecommuting Policy.

CJK Group is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need assistance or a reasonable accommodation to apply for employment, please contact the location HR Manager or careers.sbi@sheridan.com.