Account Manager

JOB SUMMARY: The Account Manager plays a key role in supporting the account management team by fostering strong client relationships and, at times, independently managing a portfolio of accounts. Responsibilities include handling key tasks such as preparing statements of work, developing project plans, and coordinating product or promotion launches. Additionally, the Account Manager will collaborate closely with the Client Services Manager to meet the daily demands of their assigned clients. This position is not a sales position.

DUTIES AND RESPONSIBILITIES:

· Support DCL’s Account Management Team to be an effective liaison to support operational programs at DCL.

· Work as part of a unit within Customer Support

· Seek out new/potential business opportunities with customers.

· Administer a variety of system entry steps necessary to support DCL processes
and client objectives

· Communicate with clients through email, phone, and digital platforms, including Slack.

· Escalate concerns appropriately to the Client Services Manager for their attention

· Participate in meetings with clients and account managers weekly to ensure
expectations, initiatives, and needs are being met and exceeded.

· Consistently ensure exceptional customer satisfaction to enhance client perception and foster long-term retention

· Act as an advisor, project manager, and brand ambassador for clients, ensuring a high-quality experience for their respective customers. Build, improve, and maintain strong, long-lasting client relationships.

· Coordinate with the operations team on scheduling order shipments and production work, prioritizing clients’ needs by balancing their expectations with those of DCL’s operations schedules.

· Meet with clients weekly to ensure their expectations, initiatives, and needs are met and exceeded.

· Serve as the primary liaison between Client Services and the internal Operations team, facilitating cross-functional collaboration with departments such as Receiving, Production, RMA, IT, Distribution Services, and Sales.

· Initiate and lead internal meetings. Independently navigate internal processes to deliver successful outcomes based on client expectations with little management oversight.

· Evaluate a client’s overall operational program, such as SKU and order characteristics, and make efficient, cost, and technology recommendations

· Recommend and make purchasing decisions (quantity and cost) for the client when it comes to labels, boxes, branded boxes, and other raw materials

· Perform other job responsibilities as necessary and/or assigned

Skills, Abilities, and Physical Requirements:

· Proven experience in customer-facing or account service roles.

· Strong leadership skills, including the ability to effectively delegate tasks to Account Representatives.

· Demonstrates a proactive, solutions-oriented approach with a positive attitude.

· Exceptional interpersonal, written, and verbal communication abilities.

· Highly skilled in prioritizing and managing multiple tasks and independent projects efficiently and within deadlines.

· Proficient in using task management tools such as Asana.

· Comfortable with prolonged periods of desk work and computer usage.

· Physically capable of lifting, pushing, or pulling up to 40 pounds as needed.

· Ability to adapt to a warehouse environment, including working in varying temperatures influenced by weather conditions.

EDUCATION AND EXPERIENCE:

· Minimum two (2) years’ experience/background in a customer-facing service/support role

· Experience presenting in front of teams and senior-level management

· BA/BS Degree or equivalent experience preferred.

· ERP systems experience preferred

· Logistics and or 3PL supply chain management or contract manufacturing company experience is preferred

· Strong Microsoft Office Applications Skills (PowerPoint, Word, and Excel)

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Ability to Commute:

• York, PA 17404 (Required)

Ability to Relocate:

• York, PA 17404: Relocate before starting work (Required)

Work Location: In person

Salary : $55,000 - $75,000