Account Manager

Description

The Account Manager (AM) primary responsibilities include

• Maintaining relationships and assisting in growing the business within our current customer base
• Managing communication with customers (internal and external)
• Producing work orders/instructions accurately
• Managing all necessary functions procedurally from inception to invoicing
• Performing other client service duties or requests assigned by Management

Core Responsibilities

• Follow established processes and best practices in communication and performing required tasks
• Work closely with team members and internal departments to ensure timely and accurate communication with all clients/prospects
• Prepare accurate and complete work order/instructions for every project to ensure clear communication with the necessary department(s)
• Communicate schedule demands, contractual elements, changes, completion dates, postage amounts, shortages and other facts following established procedures or best practices with the customer (external/internal) accurately and in a timely manner
• Work with and get approval from the customer on all changes or deviations from the original work order and/or order confirmation accurately and as quickly as possible to help prevent errors and delays
• Follow all established processes and best practices as it pertains to quality control
• Monitor progress of all assigned work orders throughout the internal processes including Production to help ensure that you are aware of any issues or challenges that may negatively impact the scheduled mail date or the quality of the product
• Ensure the product and/or components of the product are in accordance with the customer’s requests AND the requirements U.S. Postal Service, standards of internal tools, equipment and machine specifications
• Participate in daily production meetings to discuss the status of all jobs in progress, possible problem areas, concerns or challenges
• Follow established processes/best practices as it pertains to scheduling project tasks including mail dates
• Maintain current knowledge and continued coaching of USPS regulations and policies
• Prepare shipping documents, bills of laden, shipping slips for items to be shipped
• Maintain accurate postage accounting standards for each customer’s work order. Notify the customer of any postage irregularities/changes. Verify all required elements when using customer permit accounts to ensure account accuracy and postage funds availability
• Provide customers with estimates/quotes on prospective work within the limitations of your authority/scope.
• Assist customers with questions regarding our services and all specifics regarding past, current and future work orders, needs or services
• Work closely with leaders in determining customer service policies, pricing levels and elements of strategic planning
• Utilize fundamental thinking in managing projects, researching/solving issues and providing information
• Develop, maintain and grow relationships with current customer base (external/internal customers)
• Utilize current knowledge or newly learned concepts to present new ideas for revenue growth or improved services to current customer base (external/internal customers)
• Represent the company in a courteous and cooperative manner regardless of the method of communication
• Perform other duties/tasks as requested or assigned

Time Allocation

• 60% – Daily Operations (preparing accurate work order/instructions, customer communication)
• 25% – Providing oversight, collecting information for accurate and effective communications
• 15% – Additional training and coaching

Qualifications/Skills

Required

• Must be at least 18 years of age with a high school diploma or general education degree (GED)
• Must be able to report to work on time and able to work the scheduled/assigned work hours
• Self-reliance with the capability of working independently or in a team setting
• Good communication and interpersonal skills
• Good computer skills (data entry, computer navigation). With above average comfortability working in Microsoft Word, Excel, Outlook and keyboarding

Preferred

• 2 years of customer service experience and/or training or equivalent combination of customer service education and experience
• Above average ability to multi-task (mentally)

Other

• Industry Knowledge (printing, mailing, data processing)
• Above average ability to stay engaged and focused
• Logical approach to problem solving and communicating

Physical Requirements

• Ability to sit/stand and perform hands-on operational tasks as needed
• Required to occasionally move and/or lift 10 pounds or more

Professional Expectations

• Maintain professional appearance and demeanor that reflects the company’s commitment to quality, continuous improvement, and respect for others

Core Competencies

• Communication: Clear, effective verbal and written communication
• Organization: Strong time management and prioritization skills
• Work Ethic: Reliable and cares about the work they perform which typically translates to a higher level of quality and service
• Approach: Taking a reasonable approach to tasks, to ensure firm understanding, accuracy and the expected results and efficiency

Working Conditions

• Schedule: 8:00 PM – 5:00PM (occasion overtime is a must)
• Work Environment: Moderate noise level
• Physical Environment: Generally favorable office working conditions
• Some minimal travel may be required and some possible overnight stay

This is an hourly pay rate position

Requirements

• Must be at least 18 years of age with a high school diploma or general education degree (GED)
• Must be able to report to work on time and able to work the scheduled/assigned work hours
• Self-reliance with the capability of working independently or in a team setting
• Good communication and interpersonal skills
• Good computer skills (data entry, computer navigation). With above average comfortability working in Microsoft Word, Excel, Outlook and keyboarding

Preferred

• 2 years of customer service experience and/or training or equivalent combination of customer service education and experience
• Above average ability to multi-task (mentally)

Other

• Industry Knowledge (printing, mailing, data processing)
• Above average ability to stay engaged and focused
• Logical approach to problem solving and communicating

Physical Requirements

• Ability to sit/stand and perform hands-on operational tasks as needed
• Required to occasionally move and/or lift 10 pounds or more