Account Manager – Customer Experience

Jobtailor; Lancaster (Lancaster County); On-site; USD 55,000 - 75,000; Full time

Job summary

Jobtailor is seeking a qualified Account Specialist in Lancaster County, PA to review and manage customer orders, coordinate with Sales and Production, and ensure on-time delivery.

The role requires 5+ years in customer service or account management, ERP/CRM experience (Epicor preferred), and strong MS Office skills. Join a manufacturing-focused team and drive customer success.

Qualifications

• Associate’s degree or equivalent experience.
• 5+ years in customer service, sales support, or account management.
• ERP/CRM experience (Epicor strongly preferred).
• Experience in manufacturing, construction, or project-based environments preferred.
• Strong Microsoft Office skills and typing proficiency (40+ WPM).
• Strong math and analytical skills.

Responsibilities

• Review and validate purchase orders for accuracy and completeness.
• Enter and manage orders in ERP (Epicor or similar).
• Verify pricing, manufacturing yields, and order details.
• Process order changes, payments, credits, and ensure on-time shipment.
• Maintain documentation including POs, order confirmations, and acknowledgments.
• Deliver exceptional, responsive customer service across all channels.
• Build strong, long-term customer relationships and act as the account owner.
• Proactively resolve issues and recommend solutions with minimal oversight.
• Guide customers through products, documentation, and resources.
• Prepare quotes and Pro Forma invoices in collaboration with Sales.
• Manage freight quoting and resolve billing discrepancies.
• Coordinate custom/logo quotes with internal or external partners.
• Manage lead times, expedite requests, and delivery timelines.
• Coordinate with production, shipping, and quality teams to resolve issues.
• Process RMAs, claims, and delivery issues efficiently.
• Onboard new customers (account setup, portals, payment/credit terms).
• Maintain accurate customer data and account notes in ERP.
• Capture project and market data for reporting.
• Partner with Sales, Production, QA, and Technical teams.
• Develop a strong understanding of the full production lifecycle.
• Provide guidance on product selection, installation, and accessories.
• Provide backup coverage for team members during peak periods or absences.

Skills

Customer service

ERP/CRM systems

Epicor experience

Microsoft Office

Typing 40+ WPM

Analytical skills

Mathematical aptitude

Education

Associate’s degree

Equivalent experience

Tools

Epicor

CRM software

Job description

• Review and validate purchase orders for accuracy and completeness


• Enter and manage orders (customer, internal, sample, claims, NPD) in ERP (Epicor or similar)


• Verify pricing, manufacturing yields, and order details


• Process order changes, payments, credits, and ensure on-time shipment


• Maintain documentation including POs, order confirmations, and acknowledgments


• Deliver exceptional, responsive customer service across all channels


• Build strong, long-term customer relationships and act as the account owner


• Proactively resolve issues and recommend solutions with minimal oversight


• Guide customers through products, documentation, and resources


• Prepare quotes and Pro Forma invoices in collaboration with Sales


• Manage freight quoting and resolve billing discrepancies


• Coordinate custom/logo quotes with internal or external partners


• Manage lead times, expedite requests, and delivery timelines


• Coordinate with production, shipping, and quality teams to resolve issues


• Process RMAs, claims, and delivery issues efficiently


• Onboard new customers (account setup, portals, payment/credit terms)


• Maintain accurate customer data and account notes in ERP


• Capture project and market data for reporting


• Partner with Sales, Production, QA, and Technical teams


• Develop a strong understanding of the full production lifecycle


• Provide guidance on product selection, installation, and accessories


• Provide backup coverage for team members during peak periods or absences

Requirements

• Associate’s degree or equivalent experience


• 5+ years in customer service, sales support, or account management


• ERP/CRM experience (Epicor strongly preferred)


• Experience in manufacturing, construction, or project-based environments preferred


• Strong Microsoft Office skills and typing proficiency (40+ WPM)


• Strong math and analytical skills