Job Description

The Account Manager manages an assigned portfolio of customers, serving as their primary point of contact and providing personalized service while identifying opportunities to strengthen relationships and grow revenue. The role responds to customer inquiries, resolves complex service issues, coordinates with Sales, Production, and Operations to ensure timely and accurate order fulfillment, and maintains proactive communication regarding customer needs and expectations. Through a strong understanding of each customer’s business, purchasing patterns, and product requirements, the Account Manager identifies and develops sales opportunities, promotes relevant products and services, supports upselling initiatives, and collaborates with the Sales team to achieve customer retention, satisfaction, and revenue growth objectives.

Essential Functions:

• Owns day-to-day relationships, proactive communication, and service delivery for an assigned portfolio of customer accounts across multiple brands. Develops a strong understanding of each customer’s business, purchasing patterns, product requirements, projects, timelines, and expectations to support retention, satisfaction, and revenue growth.
• Enters customer orders into the ERP system and ensures accurate and timely processing, or coordinates with a separate Order Entry team based on business needs and established workflows. Partners with Sales, Production, Operations, and other internal teams to confirm pricing, delivery dates, order requirements, anticipated delays, and other information needed to support customer production schedules and ensure timely and accurate fulfillment.
• Arranges samples, orders outside components, and gathers any additional materials/costs for customer projects.
• Confirms orders shipped with customers and provides copies of BOL, Packing slips and COA documentation to customers upon completion of shipments.
• Maintain information for customer profiles (account preferences), item specifications and all documentation associated with account specific programs.
• Confers with production, warehouse, shipping department, or other common carrier personnel to expedite or trace shipments for customers.
• Receives customer complaints and coordinates product return/complaint resolution with Quality Department.
• Participate in daily production meetings and other business activities held to improve upon customer expectations and business performance.
• Compiles statistical analysis and prepares various reports as requested internally or by customers.
• Performs other job duties as assigned by the Customer Service Manager and/or Sales personnel.
• Performs Inside Sales activities within the assigned account portfolio by identifying customer needs and growth opportunities, conducting proactive outreach and follow-up, qualifying opportunities, supporting pricing requests, quotes, and proposals, and coordinating with Sales and internal partners through close and implementation. Maintains accurate opportunity and customer activity information, contributes to account plans and sales forecasts, and works toward established retention, revenue, and growth objectives.

Requirements

Skills

• Reading, writing, arithmetic, speaking and understanding English is required.
• Excellent verbal and written communication skills.
• Computer proficient.
• Must be detail oriented and have excellent, quality driven work habits.
• Proficient in Microsoft Office Suite.
• Consultative account management and Inside Sales skills, including needs discovery, opportunity qualification, solution positioning, negotiation, and disciplined follow-up.

Qualifications:

• High school diploma or GED required
• Bachelor’s Degree Strongly Preferred
• 5+ years of customer success, account management, inside sales, or printing industry experience, including demonstrated success managing customer relationships, resolving service needs, and identifying or developing revenue-growth opportunities within existing accounts

Physical Requirements & Environmental Conditions

• Must have quiet/dedicated workspace during a regular 8 hour (8 am ET to 5 pm ET) work day.
• Incumbent regularly required to use color vision, grasp, reach and sit for prolonged periods of time.

Company Paid Benefits:

• 10 paid holidays
• Telemedicine
• Life insurance
• Long term disability insurance
• Employee assistance program (EAP)

Company Offered Benefits:

• Medical
• Dental
• Vision
• PTO – 104 hours (pro-rated for the 1st year)
• 401(k) – first of the month after 90 days of employment – auto-enroll at 3%
• Short term disability
• Voluntary life insurance
• Flexible spending account – health care and/or dependent care
• Critical illness insurance, hospital indemnity insurance and accident insurance

About Us:

Brook & Whittle Ltd. is one of North America’s leading Sustainable Labeling Solutions providers, producing pressure sensitive labels, shrink sleeves and flexible packaging for many of the nation’s leading brands. The company serves multiple consumer markets, including Personal Care, Beverage, Food, Nutraceuticals, Wine & Spirits, and Household Chemicals. The company’s rapid growth can be attributed to its world-class staff of employees and its commitment to sustainability, print innovation, and the latest technological advancements. Wouldn’t it be cool to go into a store, pick up a product and say “we make that label!”

Our culture is first and foremost one of collaboration and teamwork. We hold ourselves to high professional, ethical, and fairness standards. We have zero tolerance for anything less. We celebrate our diverse workforce and reward good performance through our recognition program, advancement opportunities, and our compensation structure.

We believe people are our greatest asset. Thus, we highly value individuals of strong character with drive, ambition and creativity. Relationships are our cornerstone whether it be clients, vendors or co-workers. We are the best at what we do and are looking for an exceptional individual to join our growing organization.

AAP/EEO Statement

Brook & Whittle LTD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Brook & Whittle complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Brook & Whittle expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Brook & Whittle LTD’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.