Account Technical Manager Level I

Account Technical Manager

Department: Customer Service Team

Reports To: Customer Service Manager

Coordinates new account set up to ensure all manufacturing follows customer specifications. Supports customers by answering questions, troubleshooting problems and resolving complaints related to account set-up with the goal of total customer satisfaction.

• Confers with customers to obtain all required information for account set up (such as corporate specification manual, artwork, ink samples and proofs) and to procure materials needed to set up accounts.
• Determines special manufacturing needs for the account and advises production.
• Facilitates planning sessions with employees from relevant departments.
• Plans and stores all data required for account set up.
• Sets up and maintains products for accounts.
• Approves press proofs for new accounts.
• Troubleshoots any part of the account set up needed to establish a perfect production flow.
• Introduces customers to assigned Customer Service Specialist, who will handle customer’s tracking, rush orders, and other follow-up tasks.
• Transfers appropriate customer inquiries to customer service, such as order tracking.
• Forwards appropriate customer tasks to customer service, such as rush orders.
• Takes direction and guidance from Customer Service Manager and other Departmental leadership.
• Completes tasks in a timely manner, adhering to deadlines imposed by the customer, sales representative and/or internal departments.
• Efficiently manages workload within the forty‑hour work week or receives pre‑authorization for overtime by Wednesday of each week from the Customer Service Manager.
• Frequently updates Customer Service Manager of workload status.
• Openly communicates with Customer Service Manager to receive clarity if unsure of proper procedures.

You are expected to be reliable and punctual in reporting for scheduled work. In the rare instance when you cannot avoid being late or are unable to work as scheduled, you must notify your supervisor as soon as possible in advance of the anticipated tardiness or absence. Poor attendance and excessive tardiness may lead to disciplinary action, up to and including termination.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Associate’s Degree (A.A.) or equivalent from a two‑year college or technical school; or six months to one year of related experience and/or training; or equivalent combination of education and experience.

Ability to read and interpret documents such as corporate specification manuals and procedure manuals. Ability to respond both verbally and in writing to inquiries or complaints from customers.

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

Ability to apply common sense understanding and carry out instructions furnished in written, oral or diagram form. Ability to define and solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit. The employee is occasionally required to stand and walk.

The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

The noise level in the work environment is usually moderate. During occasional visits to production, the noise level is loud.