Account Manager

Responsibilities

The Account Manager is responsible for maintaining and growing relationships with the current customer base while managing all procedural functions from project inception to invoicing. They must ensure accurate communication, prepare work orders, monitor production progress, and adhere to quality control and postage accounting standards.

Requirements

Candidates must have a high school diploma or GED and be at least 18 years old. Preferred qualifications include 2 years of customer service experience and proficiency in Microsoft Office applications.

Skills

• Account management
• Customer service
• Communication
• Data entry
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Time management
• Problem solving
• Quality control
• Project management
• USPS regulations
• Shipping documentation
• Postage accounting
• Interpersonal skills
• Multi-tasking

About this role

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 equi...

About BMS Direct, Inc

Printing Services · 51-200 employees · headquartered in Lynchburg, VA