Account Manager, Customer Experience

At Ecore International, we transform reclaimed materials into performance surfaces that manage energy and improve people’s lives. Why does it matter? Because we believe innovative surfaces have the power to help people in motion be their strongest, healthiest selves, and innovative businesses can help protect the planet we share.
Ecore is looking for a new Account Manager to be a part of our Customer Experience team. As an Account Manager, you will play a pivotal role in ensuring the delivery of top-notch customer service by managing key customer accounts, coordinating sales support activities, and overseeing special projects. You will serve as the primary point of contact for our customers, ensuring their needs are met promptly and efficiently.
Location: flexibility for 100% remote or hybrid in office at 715 Fountain Avenue, Lancaster, PA 17601
Core Contributions:

• Ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
• Build and maintain business relationship with customers by providing prompt and accurate service so as to promote customer loyalty.
• Provide professional and timely support on all phone lines.
• Onboard new customers and educate them on our process and products.
• Process all orders following the order entry guidelines, complete quality order entry checklist and supply order confirmation to customer.
• Process sample requests utilizing the sample website or the standard order entry process.
• Follow-up with customers when incorrect or incomplete information is submitted on their PO’s.
• Provide freight quotes, resolve freight quote billing discrepancies and issues with delivery of an order,
• Make recommendations to customers to solve their problems and expresses confidence in interactions with customers.
• Educate and support to customers, sales and other team members regarding the business unit technical support and product knowledge.
• Assist customers with navigation through company websites, literature, installation documents, test results, etc.
• Understand and review inventory availability to work out best possible solutions for the customer.
• Coordinate Sales efforts with production and shipping to resolve questions on order requirements or resolve problems that may occur; process order changes and verify shipments are on schedule.

Essential Experiences:

• 2+ years’ experience in customer service or sales position
• Experience working in an Enterprise Resource Planning (ERP) or Customer Relationship Management (CRM) experience is strongly preferred
• Project management experience a plus

What we offer you:

• Competitive medical, dental, vision, and prescription insurance coverage
• 401k with a company match
• Earn PTO hours immediately
• Tuition reimbursement
• Opportunities for development
• 8-minute walk to eco-friendly public transportation from Red Rose Transit Authority

Ecore International is an equal opportunity employer (Minorities/Females/Disabled/Veterans). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.
NOTICE TO PROSPECTIVE APPLICANTS Ecore International and its subsidiaries participate in the E-Verify program. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. This employer will provide the Social Security Administration (SSA) and/or the Department of Homeland Security (DHS) with information from each new employee's Form I-9 to confirm work authorization. If, after an applicant has been extended and accepted an offer of employment, the Government cannot confirm that you are authorized to work, this employer is required to provide you written instructions and an opportunity to contact SSA and/or DHS before taking adverse action against you, including withdrawal of the offer of employment or terminating your employment. Employers may not use E-Verify to pre-screen job applicants or to re-verify current employees and may not limit or influence the choice of documents presented for use on the Form I-9. In order to determine whether Form I-9 documentation is valid, this employer may use E-Verify's photo screening tool to match the photograph appearing on some permanent resident and employment authorization cards with the official U.S. Citizenship and Immigration Services' (USCIS) photograph.

Health insurance, Dental insurance, Tuition reimbursement, Paid time off, Vision insurance, 401(k) matching, Prescription drug insurance