Account Manager

Company Description

At Conectiv Supply Chain Solutions (SCS), we specialize in delivering seamless, end-to-end supply chain solutions that propel your business forward. With a strong presence in Guadalajara, Nashville, Memphis, Poland, Australia, Mexicali and Rugby, our global capabilities allow us to execute third-party logistics (3PL) solutions with precision and efficiency. We leverage decades of proven expertise to tailor and scale solutions that meet the unique needs of your business, ensuring streamlined operations and exceptional customer satisfaction. Our journey began in the optical disc manufacturing industry, where we honed our skills in precision manufacturing, packaging, and distribution. As the market evolved, so did we. Today, Conectiv is at the forefront of logistics innovation, offering cutting-edge warehousing and transportation solutions that integrate advanced automation and flexible operations. Our team of skilled experts is dedicated to redefining industry standards and pushing the boundaries of what’s possible in supply chain management. From warehousing and fulfillment to complex project management and returns handling, we can provide comprehensive solutions that drive growth and efficiency for your business.

In addition, SCS has successfully optimized its injection molding business and supply chain services by implementing a clear diversification strategy including establishing Vinyl production manufacturing, packaging and distribution in North America as well as expanding and delivering high-impact commercial print solutions.

Mission: Leveraging on their diverse background and expertise, the Executive Leadership Team leads Conectiv’s ambition through engaging all Conectiv Teams across business units and geographies through a journey of innovation, operational excellence, and inclusion. We are dedicated to seamlessly link our clients with their customers and end consumers through a versatile range of manufacturing, distribution, and logistics solutions.

At Conectiv, we believe our growth and innovation will be enhanced with diversity. Therefore, as we expand our realm of possibilities, we are committed to an equitable and inclusive culture that reflects the dynamic world around us. We are continuing to build and maintain working environments where each employee is comfortable being their authentic self and feels respected for who they are. We know great things happen when teams from different backgrounds, geographies, cultures, and human experiences collaborate as such, we’ve engaged employees globally across various departments and positions in organizational committees aimed at propelling the company forward. Three examples of this are our Women’s Leadership Network, Business Ethics Panel, and Communication and Recognition Strategy committees. Check us out at https://www.conectiv-scs.com/.

Position Summary

We are seeking a detail-oriented and customer-focused Account Manager to support and grow relationships with our optical disc/games customers, including independent publishers and distributors. In this role, you will act as the primary liaison between our company and clients, ensuring smooth production workflows, timely communication, and exceptional service throughout the optical disc manufacturing and distribution process. Primary customer contact to manage customer accounts by overseeing all aspects of the assigned client relationships both commercially and operationally. Responsible for supervising and monitoring workflows and implementing process enhancements and solutions. Are you quick on your feet and possess grit? Looking for an opportunity to make an impact by helping to grow the business and provide solutions to customers? Do you want to be part of a business who is diversifying its portfolio in the vinyl, print, and supply chain industries? If so, read on!

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Build and maintain trustworthy external and internal customer and vendor relationships through accurate, thorough, and timely communication of information and setting and managing expectations
• Serve as the main point of contact for a portfolio of clients, managing orders, timelines, and expectations from production to delivery
• Cultivate long-term relationships with publishers and distributors to drive customer satisfaction and repeat business
• Coordinate cross-functionally with production, design, logistics, and finance teams to ensure successful project execution
• Interpret, enforce, and maintain individual customer contracts, rate cards, Service Level Agreement documents and associated commitments made on behalf of the organization
• Monitor production timelines and proactively communicate status updates or potential delays to clients
• Identify opportunities to upsell or cross-sell additional services such as custom packaging, marketing bundles, or re-pressing
• Troubleshoot issues with empathy and efficiency, maintaining professionalism under pressure
• Stay current with industry trends and evolving client expectations
• Build a knowledge base of each client’s business, organization, and objectives
• Provide and maintain customer forecast information and reports
• Manage inventory/production that relate to workability and provide feedback to external and internal customers
• Identify & document issues/concerns, assess feasible resolutions, present options, corrective actions, and change plans as necessary
• Coordinate quotations with support from Pricing and Contracts Administration and Sales
• Responsible for monitoring bill of materials, orders, customer assets, invoices, and other customer requirements

Required Education

Bachelor’s degree in business management, marketing, or related field preferred or equivalent combination of education, training, and experience

Required Experience

• 4+ years’ experience within customer service or account management required, preferably in physical media industry
• At least 2 years supervisory experience
• High degree of proficiency in MS Office 365 and CRM
• Manufacturing and/or supply chain experience
• Customer-first mindset with the ability to juggle multiple client accounts and tight deadlines
• Experience in team management, talent development, and coaching team members to succeed
• Excellent professional level written and verbal communication skills - ability to interface and communicate effectively with multiple functional groups, geographic regions/cultures, different levels of internal and external client organizations
• Excellent interpersonal skills with the ability to elicit cooperation from a wide variety of sources, including upper management, clients, other departments, and interact with various work behavior styles
• Highly self-motivated with ability to handle and prioritize multiple projects, details, decision-making, and deadlines within an ever-changing, fast-paced, high-pressure environment
• Experience and comfortability managing difficult or emotional customer situations and responding promptly to customer needs
• Excellent judgment and capacity to deal with problems involving multiple variables and pressures, including conflict resolution
• Strong attention to detail with the ability to collect data, establish facts and draw valid conclusions
• Must have knowledge of contract administration, terms and have ability to interpret contracts
• Experience at working both independently and in a team-oriented and collaborative environment
• Conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities

Preferred Experience:

• Experience working with manufacturing vendors, printers, or fulfillment partners.
• Familiarity with distribution platforms and retail logistics.
• Background in sales support, account coordination, or production planning a plus
• Working knowledge of the optical disc production process is strongly preferred

Work Environment

• This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, phones, photocopiers, filing cabinets, and smartphones

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of this job, the employee is regularly required to communicate (verbal/written), converse with, and exchange information with others. The employee is frequently required to remain in a stationary position for long periods of time; occasionally move between their workspace and office machinery. The person in this position must operate a computer and other office machinery such as a copy machine, printer, calculator; pull/retrieve/file documents in a filing cabinet. May need to position oneself to move between tight, high, or low spaces. Seeing abilities required by this job include detecting/identifying/recognizing/inspecting objects close to the employee, within a distance, peripherally, depth perception and the ability to adjust focus.

Other Duties

Please note this Job Profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities may change at any time with or without notice.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

Conectiv complies with all Federal, State and Local law prohibiting discrimination on the basis of race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state or local law.