Account Manager Customer Experience

About the Job

Join a collaborative distribution team supporting major B2B customers, private-label partners, and large distributors. As an Account Manager, you'll deliver exceptional customer service, manage key accounts, and ensure accurate, on-time order processing by partnering closely with internal teams across manufacturing, operations, and sales. This role is ideal for someone who is detail-oriented, organized, and experienced in managing complex projects from start to finish.

What You'll Do:

• Serve as a primary point of contact for customer accounts and sales representatives.
• Review, enter, and process customer purchase orders with accuracy and attention to detail.
• Manage order confirmations, pricing verification, credit checks, shipping updates, and inventory inquiries.
• Coordinate cross-functionally with Production, Shipping, Technical Services, and Quality to resolve issues and support customer needs.
• Provide product information, installation guidance, sample orders, quotes, and Pro Forma invoices.
• Support private-label and large distributor accounts with professional communication and timely follow-through.
• Monitor project requests from kickoff through completion, ensuring updates are clearly communicated to customers.
• Assist with RMAs, claims, freight quotes, delivery issues, and billing discrepancies.
• Maintain accurate customer data, notes, and instructions in ERP/CRM systems (Epicor/Salesforce/Kinetic).
• Provide backup support to team members as needed within a 3-person team structure.
• Understand manufacturing processes, lead times, yields, and special pricing to set accurate customer expectations.
• Recommend appropriate accessories, installation needs, or complementary products.

What You Bring:

• Associate degree or equivalent experience required.
• 5+ years in customer service, sales support, or account management preferred.
• Experience in manufacturing, distribution, medical, flooring, or rubber/plastics industries is a plus (highly detail-oriented environments translate well).
• ERP/CRM experience preferred (Salesforce, Epicor, or similar).
• Strong organizational skills with the ability to manage multiple accounts and priorities.
• Excellent verbal and written communication with a professional, customer-focused approach.
• Strong math skills and comfort learning new systems or technical details.
• Proven ability to work independently while collaborating with cross-functional teams.
• Project management skills, including follow-through and documentation.

About the Company

Evolving materials for a changing world

Circularity isn't just about reusing and recycling, it's about empowering innovation and imagination. Together with our customers, we lead the effort in bringing new value to end-of-life materials through a 4-step circularity model. Driven by transformation and inspired by the versatility of rubber, Ecore is a rubber circularity company.