Account Manager
Job Title: Account Manager
Department: Customer Experience
Reports to: Director, Account Management
Job Status: Full-time, Exempt (salary)
Location and Work Schedule: Monday – Friday, Onsite in Springfield, NJ
About Us:
At 2XL Imaging, our journey is woven with a commitment to elevating the visual experience.
Steeped in extensive product and industry expertise, 2XL Imaging specializes in the printing and production of wide-format custom graphics in the events, exhibits, and displays space.
Our unique concierge customer service approach is the heartbeat of 2XL Imaging, ensuring that every interaction is as exceptional as the visuals we create. Our mission is not just about growth; it is about passionately pursuing excellence. We are setting our sights on expanding our business footprint across the United States within major retail brand stores, sporting and corporate events, trade shows, exhibitions, and corporate office and building spaces. This expansion is fueled by the dedication of our people, fortified client partnerships, exceptional customer service experiences, and an unwavering commitment to continuous improvement and high-quality standards.
At 2XL Imaging, our client’s vision is our mission. We are relentless in ensuring that our clients enjoy the visual experience. This is not just a tagline; it’s a philosophy that guides every aspect of our work.
Role Summary:
Account Managers are focused on developing and maintaining the customer relationships handed off by the 2XL Business Development / Sales Team, in a way that conveys an image of quality and integrity. Account Managers serve as the main point of contact for assigned clients. The Account Manager develops and maintains customer relationships alongside the 2XL Business Development and Sales team.
Role Expectations:
Time Management
• Strong management of time, effective and productive use of time and energy.
• Strong organizational skills, effective and productive at organizing information.
Communication
• Respond promptly to customer requests including RFQ’s, RFI’s.
• Accessible to customers via phone and email.
• Evaluate and establish customers’ communication needs (high touch / low touch).
• Able to handle and resolve escalations with customers successfully.
• Communicates key milestones, lead times, and commit dates to customers.
• Communicate with internal scheduling, purchasing, management, and production to ensure jobs are accurate, meet company quality standards and are delivered by EDD. Promptly inform the customer if EDD is not plausible.
• Communicates any prepress issues with files or purchase orders promptly with the customer
• Obtain written confirmation from customers on any changes to orders and communicate these changes in the system and to the necessary internal departments.
• Present and discuss the services of the company in a way that conveys an image of quality, integrity and superior understanding and fulfillment of customer needs.
• Able to gather all needed information and specifications from the customer.
• Participate in and attend AM/PM Daily Production Schedule Meetings.
• Manage customer logistic requests. (FedEx/UPS, 2XL Truck, Messenger).
Comprehension of Production Requirements & Scheduling
• Strong understanding of production steps to accomplish projects including materials, equipment, and time to complete steps.
• Create new orders in the system that clearly communicates the customer expectations and sets up pre-press and production for successful execution.
• Ensure customer supplied components are available on time to meet schedule.
Attention to Detail
• Understand customer quality expectations.
• Handles incoming jobs, customer print files, customer purchase orders and work orders.
• Scan RFQ’s for necessary production specifications.
• Able to gather all needed production information from emails, phone calls or meetings with clients.
• Able to confirm the quality of produced work meets customers’ expected quality standards including proofs and final production.
Reconciliation
• Keep detailed records of customer interactions or transactions, recording details of inquiries, complaints, as well as actions taken.
• Effectively capture changes and all costing to prepare billing information in a timely manner during and at the completion of all jobs.
• Review and approve invoices for final billing. Process Improvement.
• Work with internal teams to find ways to improve profitability and efficiency.
Qualifications:
• High School Diploma required
• 2-3 years’ experience in Customer Relations related role
• Must be self-motivated and disciplined
• Possess strong organizational skills
• Must be very detail-oriented
• Ability to thrive in fast-paced environment
Benefits Offered:
Medical Insurance
Dental Insurance
Vision insurance
Pre-tax Flexible Spending Account and Dependent Care Account
Commuter Benefits
401 K Retirement Plan with employer match
Paid Time Off and Holidays
