Account Manager II

Description

About the Company

Direct Edge Media is a fast-paced and quickly growing printing company specializing in digital, offset, and large format printing for enterprise, agency, and trade printers. If you are looking for an opportunity to work in an environment that values your professional skills, Direct Edge Media has a career path for you. We are currently seeking experienced and professional full-time candidates to join our team.

Job Summary

As an Account Manager II at Direct Edge, your role is to foster and maintain positive client relationships through various communication channels, demonstrating exceptional written and verbal communication skills. You will ensure transparent and open communication both internally and externally, delivering top-notch customer service by addressing inquiries in a quick and seamless manner.

Essential Duties and Responsibilities

• Develop, cultivate, and maintain positive relationships with clients and prospects through various communication channels.
• Exhibit exceptional written and verbal communication skills to ensure clarity and professionalism in interactions with clients and team members.
• Ensure continuous transparency and open communication internally and externally throughout the job process to prevent any confusion or unexpected situations for clients.
• Deliver unparalleled customer service by addressing client inquiries and concerns, within 20 minutes or less, while maintaining open lines of communication.
• Effectively manage job quoting, production, and delivery processes to align with client objectives and meet project deadlines.
• Demonstrate the ability to swiftly and accurately generate multiple quotes daily, consistently meeting clients' requirements.
• Collaborate seamlessly with the production team, ensuring streamlined job routing and meticulous project tracking for ongoing initiatives.  
• Manage the preparation and timely dispatch of invoices, within 1 business day, to clients/customers, ensuring accuracy and adherence to company policies and procedures.
• Maintain and update Direct Edge’s existing print management system (PMS) client repository while proactively coordinating with other account managers to ensure seamless client communications during planned and/or unforeseen absences.
• Work with the Operations team and/or Senior Account Managers to brainstorm solutions as they relate to printing equipment capabilities and constraints for clients and employees.
• Act as the primary point of contact for clients and prospects. Leverage available resources to address clients' specific needs and requirements.
• Interact with vendors for quotes, and purchases, and ensure timely and successful delivery of goods and services.
• Work with all stakeholders, such as sales representatives, administrative staff, production staff, suppliers, and customers on orders and projects, including pricing, technical specifications, and meeting deadlines.
• Showcase proficiency in handling and manipulating prepress files, formats, and resolutions. Employ advanced knowledge of printing equipment capabilities and constraints to optimize the process, ensuring items are efficiently created while considering limitations.
• Guide clients and prospects in selecting the best materials, print, finishing, and shipping methods within their budget and time constraints.
• Stay up-to-date with industry trends and knowledge to make informed decisions for the best project outcomes.
• Conduct comprehensive training sessions for newly hired employees, ensuring they receive in-depth knowledge and skills to excel in their roles.
• Engage with external vendors and liaise with representatives from Direct Edge's other facilities to obtain price quotes, make purchases, and ensure the prompt and successful delivery of goods and services.

Requirements

Qualifications – Education, Experience, License/Certifications:

• High school diploma or equivalent
• Bachelor's Degree / relevant post-secondary education preferred
• 3 - 8 years of print experience plus 1 - 2 years of customer relationship experience required

Knowledge, Skills, and Abilities:

• Ability to effectively convey technical information and provide clear instructions to customers.
• Ability to handle various customer scenarios with professionalism and adapt to changing situations. Aptitude for creative problem-solving, finding resolutions, and taking ownership of customer issues. Strong verbal and written communication skills to interact effectively with customers via phone and email. Active listening skills to understand customer needs and provide accurate solutions promptly.
• Track record of delivering exceptional customer service and exceeding customer expectations. Patience, empathy, and a genuine desire to assist customers in resolving their issues or inquiries.
• Expertise with printing processes including; offset lithography, large and small format digital, screen printing, pad printing, dye sublimation, etc.
• Ability to create print-ready file formats including manipulating size, formats, and resolution.
• Highly experienced in common office software applications (e.g., MS Word, Excel, Outlook) to handle administrative tasks.
• Experience with Adobe Suite (e.g., Illustrator, Photoshop, Dimension, InDesign, Acrobat)
• Exceptional conflict management skills to handle delicate customer situations with diplomacy and empathy. Experience in managing customer complaints and turning them into opportunities for improvement.
• Collaborative attitude to work seamlessly with other team members and departments.
• Willingness to share knowledge and learn from colleagues to enhance overall team performance.
• Capability to handle multiple customer interactions and inquiries simultaneously while remaining composed.
• Strong attention to detail to ensure accurate order processing and record-keeping.
• Ability to prioritize tasks ef?ciently and manage time effectively in a fast-paced environment

Physical Requirements

• Mobility: Ability to remain seated at a desk for extended periods, as well as frequent movement within the office environment, including standing, walking, and occasional bending or stooping.
• Manual Dexterity: Ability to use hands and fingers for typing, handling paperwork, and operating office equipment such as computers, telephones, and printers.
• Lifting: Occasionally lift or move items weighing up to 15 pounds, such as files, office supplies, or printed materials.
• Visual Requirements: Sufficient visual acuity to read and interpret information on a computer screen, printed materials, and job-related documents with accuracy.
• Hearing and Communication: Ability to effectively hear and communicate in person, over the phone, and through digital channels, ensuring clear and professional interactions with clients and team members.
• Adaptability: Ability to work in a fast-paced, high-pressure environment while maintaining focus and professionalism.

Compensation:

The base compensation range for this exempt full-time position is $68,640 - $75,000 per year plus benefits. Compensation ranges are determined by various factors, including role, experience, and location. The pay range displayed reflects the minimum and maximum target for new hire salaries for this position. Within the range, actual individual compensation is determined by various factors, including location, job-related skills, experience, and relevant education or training.