JOB TITLE: Account Manager

DEPARTMENTS: Client Services

REPORTS TO: Director, Customer Service 

Hatteras is a family-owned printing and visual communications company that works with some of the best-known brands in retail, beauty, pharmaceutical, financial services and other industries. Our success over the last 40 years is attributed to the long-standing relationships we have built with our customers, as well as our incredible employees who are committed to delivering world-class products and services on a daily basis. As a company, we continue to put a strong emphasis on employee engagement in the workplace, and we are proud to have been named one of the Top Workplaces in New Jersey for 2023. If you are looking to join a growing team that’s ready to invest in you and your career, then apply now!

SUMMARY:
Hatteras Account Managers act as liaisons between our clients, our sales team, and our managers across multiple departments. Prior print experience would be a huge plus, since we are very willing to teach our core processes to the selected candidate. 


ESSENCE OF ROLE

• Serve as the "Customer within Hatteras"
• Own all internal and external communications related to customer requirements and expectations
• Manage, meet and exceed all customer expectations
• Create a great working relationship with Hatteras clients through world-class service
• Explore and provide solutions prior to escalating issues to the sales team
• Support the sales team and work as an extension of their team within Hatteras

CORE PROCESS ACCOUNTABILITY

• It is required that all Core Processes are executed with accuracy, completeness and consideration of the next person or department in line to receive the information.
• Prototype request and delivery to client
• Estimate request & quote letter delivery
• Schedule request & delivery to client
• Preflight request and confirmation of spec accuracy
• Job ticket request and complete shipping requirements
• Materials requests for supplied Items from outside sources
• VDP, Mailing and Drop requests and delivery of client required information
• Label approvals
• ASN submission to Hatteras warehouse
• Proforma accuracy review & approval
• Complete all customer and Hatteras required processes

SUPPORTING TASKS & RESPONSIBILITIES

• Provide consultation to clients on best practices utilizing internal SME's knowledge for best results as it relates to each opportunity
• Keep sales informed of all-important opportunities and any issues that require their attention
• Maintain accurate customer contact information in Navigator/EPMS
• Serve as the liaison for all client visits and press oks
• Confirm accuracy of all information related to customer requirements as it relates to jobs entering and exiting Hatteras
• Manage and facilitate all job requirements
• Communicate all customer expectations to the team - escalate all HOT jobs and issues to appropriate team members
• Facilitate all internal and external Hatteras required approvals
• Facilitate and communicate all proof changes back into production and prep
• Communicate all change orders and additional costs to client
• Fulfill all customer required reports / forms
• Review and maintain accurate client inventory reports
• Assist in onboarding and maintaining client portals with Solutions Team for your accounts
• Assist accounting as needed as it relates to billing requirements and collections
• Ensure all labels, drop shipment and data information is finalized 24 hours prior to shipment

BENEFITS:

• 401k with company match, Medical, Dental and Vision
• Vacation, Sick Time, and Closed Holidays

EEO STATEMENT
Hatteras is an Equal Opportunity Employer. Hatteras does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.