Job Details

Double Envelope is a leading custom envelope manufacturer and web offset printer, specializing in producing envelopes, mailers, and specialty packaging for the statement processing, direct mail, and catalog industries. With four manufacturing plants strategically located across multiple regions, we are committed to delivering high-quality solutions that meet our clients' unique needs.

Overview

The Strategic Account Manager serves as the primary internal contact and advocate for assigned enterprise customers within our envelope manufacturing organization. This role is responsible for managing customer relationships, coordinating production across multiple manufacturing facilities, and ensuring that customer requirements are met or exceeded.

Working from within one of our manufacturing facilities, the Strategic Account Manager partners closely with plant leadership, including General Managers, as well as internal teams across production, planning, customer service, logistics, and finance. The role requires strong operational coordination, effective communication, and proactive account management to ensure customer satisfaction, operational efficiency, and growth of each assigned account.

The Strategic Account Manager utilizes the company's operating system to manage pricing requests, order entry, inventory requirements, and production coordination across facilities.

Key Responsibilities

Account Management

• Serve as the primary internal contact for assigned strategic customers.
• Build strong relationships with customer stakeholders and act as their advocate within the organization.
• Maintain a thorough understanding of customer requirements, product specifications, demand patterns, and service expectations.
• Proactively manage customer communication regarding orders, production schedules, inventory availability, and delivery timelines.

Operational Coordination

• Coordinate customer orders that may run across multiple manufacturing facilities.
• Partner with General Managers and plant teams to ensure successful production and fulfillment of customer orders.
• Work cross-functionally with production planning, graphics, logistics, and customer service teams to resolve issues and maintain service levels.
• Monitor order progress and proactively address potential production or delivery risk

Order & Inventory Management

• Utilize the company's software platform (One Point) system to:
• enter and manage customer orders
• submit and track pricing requests
• monitor inventory levels.

Customer Satisfaction & Issue Resolution

• Identify and resolve operational or service issues quickly and effectively.
• Coordinate internally to implement corrective actions when needed.
• Maintain a high level of responsiveness and service to ensure strong customer satisfaction.

Account Growth & Strategic Support

• Partner with sales leadership and facility General Managers to support growth initiatives for assigned accounts.
• Identify opportunities to expand business within existing customers.
• Support continuous improvement efforts to enhance service, efficiency, and profitability.

Qualifications:

Education & Experience

• 2 or more years of experience in account management, customer service, or sales support within a manufacturing setting.
• Experience working with customer management software in an order-driven manufacturing setting.

Skills & Competencies

• Strong relationship management and communication skills.
• Ability to coordinate across multiple teams and facilities
• Excellent organization and problem-solving abilities.
• High attention to detail and ability to manage multiple priorities.
• Strong understanding of manufacturing processes and order fulfillment.
• Proficiency in math skills and Microsoft Office tools.

Work Environment

• Based on-site within a manufacturing facility
• Regular interaction with plant leadership, operation teams, and corporate departments.
• Occasional travel may be required to visit customers or other manufacturing locations.

Success Factors for the Role

• Customer ownership and accountability
• Operational coordination across facilities
• Proactive communication
• Strong problem-solving skills
• Commitment to customer satisfaction and account growth

Benefits:

• 100% Employee Owned - ESOP
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Willingness to travel:

• 25% (Required)