Account Manager_Customer Experience

Posted Tuesday, June 23, 2026 at 7:00 AM At Ecore, we transform reclaimed rubber into innovative performance surfaces that protect people and the planet. Our products power everything from playgrounds and gyms to hospitals, courts, and even rockets—helping people in motion be their strongest, healthiest selves. As a high-growth, sustainability-driven company, we’re leading the way in circular innovation by keeping rubber out of landfills and turning waste into wellness, safety, and performance. We’re excited to find individuals who are eager to be part of a team that’s driving global impact through innovation, sustainability, and purpose. Location: 715 Fountain Avenue, Lancaster, PA 17601 Salary: $55,000–$60,000 Schedule: Hybrid to Lancaster, PA Overview We’re seeking a proactive, detail-oriented Account Manager to join our team. This role is ideal for someone who thrives in a fast-paced, made-to-order manufacturing environment and enjoys owning customer relationships end-to-end. As an Account Manager, you’ll serve as the primary liaison between customers and internal teams—managing orders, solving problems, and ensuring a seamless customer experience. This role is designed for long-term account ownership and growth, offering the opportunity to make process improvements and contribute innovative ideas. What You’ll Do Order Management & Processing 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 Customer Experience & Account Management 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 Quoting & Pricing 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 Promote available inventory and special programs Logistics & Issue Resolution 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 Account Setup & Administration 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 Cross-Functional Collaboration 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 Team Support Provide backup coverage for team members during peak periods or absences What You Bring Experience & Skills 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 Core Competencies Ability to manage high volume (15–20+ orders/day during peak seasons) Exceptional organization, attention to detail, and multitasking skills Strong communication and interpersonal abilities Problem-solver with a proactive, “jump in and figure it out” mindset Analytical thinker with a forward-looking, continuous improvement approach Comfortable working independently while collaborating cross-functionally Why You’ll Love This Role Opportunity to take full ownership of customer accounts long-term Fast-paced, engaging environment with meaningful impact Collaborative team culture with cross-functional exposure Flexibility with hybrid or remote work options Day in the Life Processing and managing high-volume order entries Communicating with customers to ensure an excellent experience Partnering across departments to resolve issues and meet deadlines Investigating order discrepancies and implementing solutions Balancing administrative work with relationship management The above are not intended to be an all-inclusive list of the duties, responsibilities and requirements of the job described. Rather, they are intended only to describe the general nature of the job. Updated as of 6/18/26 What we offer you: Competitive medical, dental, vision, and prescription insurance coverage 401k with a company match PTO Hours are accrued from Day 1 Tuition reimbursement Opportunities for development and internal promotions Two minute walk to eco-friendly public transportation from rabbittransit Sometimes the best jobs get missed because people think they don’t have what it takes. At Ecore, we know hard work, reliability, and a good attitude matter most. No matter your background, experience, or where you’ve come from, if this job sounds like something you’d be proud to do, we’re excited to meet you. 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.