Account Manager_Customer Experience

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, responsibilitie