Account Manager II

Account Manager

The Account Manager is the key point of communications between sales, customers, and manufacturing to ensure that each order is produced efficiently and to customer specifications. They will use good judgment to make decisions that maximize customer satisfaction during all contact and transactions with Sheridan. Coordinate production of jobs by facilitating the flow of job information between the customer and plant in order to satisfy customers, maximize profit and further company growth.

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 and to resolve problems for customers.
• Serve as the primary contact at the plant for customers, operations, purchasing, scheduling, and sales maintaining professional relationships with all.
• Monitor jobs on hold in production and shipping and work to move them to completion and shipment.
• 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.
• Assist other AM's with peak workloads and desk coverage as needed.
• Participate in department meetings and the Continuous Improvement Process, including identifying opportunities for improvement and working on problem solving teams.
• Assist in orientation and training of employees new to the company or department.
• Maintain and update job files and records for all orders.
• Support Sales 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.
• Respond to all phone calls, e-mails, and inter-office communications promptly.
• Return calls and emails should be made as a courtesy regardless of whether the customer's problem has been resolved or an answer to their question has been secured.
• Inform the customer when they can anticipate a call back.
• 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 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 4+ years' customer service or printing experience and/or training; or equivalent combination of education and experience.
• 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 Qualifications

• 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.

Travel/Hybrid Schedule 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…