Account Manager I in Grandville, Michigan at Grandville Printing Co Inc

GENERAL SUMMARY

Provides the primary working interface between Sales, Senior account managers, clients, and production on assigned accounts. Coordinates and oversees all facets regarding the smooth flow of information for the production of the job and relays any relevant information to the client when necessary. Acts as a liaison and advocate for the client. Responds to client inquiries regarding GPC product.

ESSENTIAL JOB FUNCTIONS

• Supports one complex retail account in partnership with subject matter experts across the team.
• Receive job details from sales representatives or clients, prepare job tickets for ERP entry, and verify accuracy against estimates. Address discrepancies or potential concerns with the client and/or sales team.
• Initiate and review job tickets to confirm production schedules, press availability, shipping timelines, and overall coordination.
• Manage administrative tasks, including processing corrections, proofs, and maintaining accurate records for all active jobs.
• Collaborate with schedulers/operations to align press and production availability with client deadlines.
• Act as the communication hub among production, shipping, sales, and account management teams to ensure smooth job execution and address corrections, production holds, or shipping requirements.
• Review specifications or quote requests, forward details to the Estimator, and coordinate press checks with clients when required.
• Ensure accuracy and completeness of all job tickets; close jobs with required samples and notify billing of additional charges.
• Manage occasional house accounts and small/new accounts, including walk-in customers. Greet and assist walk-ins, respond to inquiries, and provide quotes as needed.
• Build and maintain customer relationships by addressing issues promptly and providing proactive solutions.
• Communicate daily with customers regarding pricing, deliveries, special artwork, headers, and promotional requirements.
• Research and recommend appropriate substrates for signage based on client specifications.
• Respond to and follow up on client phone calls and emails in a timely manner.
• Monitor processes and perform quality assurance checks to minimize production errors and maintain high standards.
• Collaborate with departmental managers and supervisors regarding changes, errors, timelines, and requirements for current and upcoming jobs or programs.
• Attend departmental meetings as required.
• Other duties as assigned by management.

JOB SKILLS & EXPECTATIONS

• Strong verbal and written communication skills with the ability to interact professionally with clients, sales representatives, and internal departments (production, shipping, and accounting).
• Proven ability to build and maintain positive working relationships with both existing and new customers.
• Demonstrated organizational and time management skills with the ability to prioritize multiple tasks, manage projects, and meet deadlines.
• Strong attention to detail with the ability to proofread, edit, and ensure accuracy of jobs, proofs, and related documentation.
• Critical thinking and problem-solving skills to address customer needs, resolve challenges, and deliver results.
• Proficiency in Microsoft Office Suite; ability to learn and adapt to internal systems such as ERP software (Monarch, NexGen, etc.).
• Flexibility to adjust to shifting priorities and tasks, including occasional communication with customers outside normal working hours.
• Ability to collaborate across departments to achieve shared goals while functioning effectively within a team environment.
• Basic mathematical skills with the ability to gather, analyze, and apply data to support decision-making.
• Strong customer service orientation with the ability to present information on company offerings and respond promptly to inquiries and concerns.
• Preferred: Experience in project management, manufacturing, or retail account management.

EXPERIENCE OR TRAINING REQUIRED OR PREFERRED

• Minimum of 2 years customer service, retail, or related experience
• Associate’s or bachelor’s degree in Printing Management, Business Management or related field is preferred
• 2-5 years of printing experience is preferred