About the role
Description
The Account Manager (AM) is responsible for delivering exceptional day-to-day service to assigned customer accounts by managing order execution from quote through delivery. Working in partnership with an assigned Business Development Manager (BDM), the Account Manager ensures accurate order processing, proactive communication, vendor coordination, and an outstanding customer experience.
While the Business Development Manager leads relationship development and business growth, the Account Manager owns the operational execution that allows customers to receive timely, accurate, and professional service. Together, the Account Manager and Business Development Manager are responsible for achieving a minimum of $1 million in annual combined sales.
Essential Duties and Responsibilities
Account Management
- Manage customer orders from initial quote through production, shipment, and delivery.
- Prepare accurate quotes, sales orders, and purchase orders.
- Coordinate artwork approvals and production timelines.
- Monitor order status to ensure deadlines are met.
- Maintain accurate customer and order information within company systems.
Customer Service
- Serve as the primary day-to-day contact for customer questions regarding active orders.
- Provide timely communication regarding order status, shipping updates, and issue resolution.
- Deliver an exceptional customer experience through responsiveness and attention to detail.
- Escalate strategic opportunities or relationship concerns to the Business Development Manager as appropriate.
Vendor Management
- Communicate directly with vendors regarding pricing, production schedules, inventory, artwork requirements, and shipping.
- Resolve vendor issues proactively to minimize customer impact.
- Ensure vendor compliance with quality and delivery expectations.
Team Collaboration
- Work closely with the assigned Business Development Manager to support account growth.
- Communicate customer needs, challenges, and opportunities.
- Assist with preparing customer presentations, samples, and proposals.
- Support sales initiatives by providing operational expertise.
Requirements
Qualifications
- Bachelor's degree preferred or equivalent customer service/account management experience.
- Experience in promotional products or a related industry preferred.
- Excellent organizational and multitasking skills.
- Strong attention to detail.
- Outstanding written and verbal communication skills.
- Ability to manage multiple deadlines in a fast-paced environment.
- Proficiency with Microsoft Office and order management software.
Core Competencies
Customer Service Excellence
Organization
Attention to Detail
Communication
Teamwork
Time Management
Problem Solving
Vendor Management
Accountability
Adaptability
Key Performance Indicators (KPIs)
Order accuracy
On-time order completion
Customer satisfaction
Vendor issue resolution
Quote turnaround time
Order processing efficiency
Team achievement of at least $1 million in annual combined sales
Internal collaboration and communication