Senior Account Manager, Circular Solutions_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

Job Summary: We’re looking for a Senior Account Manager who thrives on delivering exceptional customer service and building strong relationships. In this role, you’ll manage key accounts, process orders, resolve inquiries, and coordinate with internal teams to ensure timely and accurate delivery of products. You’ll also support sales initiatives and help customers find solutions that meet their needs.

Duties And Responsibilities

• Serve as the primary point of contact for assigned accounts
• Process and review customer purchase orders for accuracy
• Enter orders into Epicor ERP and provide confirmations
• Respond to inquiries regarding product information, pricing, lead times, and shipping
• Coordinate with production, shipping, and technical teams to resolve issues
• Provide quotes, invoices, and assist with credit card payments
• Manage claims, RMAs, and expedite requests
• Promote products and identify opportunities to meet customer needs
• Maintain accurate customer records and documentation
• Champion ways to improve processes and procedures to make customer service easier for both team members and our customers
• Provide expertise and leadership for the Customer Experience Team – including management to metrics
• People management - Mentor and provide direction to team members to ensure that all customer inquiries are acknowledged in a timely manner and in the best way possible to ensure we are delivering a world class customer experience.
  
  

Knowledge, Skills And Abilities Required

• Associate’s Degree or 4 years equivalent experience required
• 6 years in customer service, sales, or similar environment preferred
• Experience with flooring or rubber industry preferred
• Project management experience preferred
• ERP or CRM experience preferred (Epicor experience a plus)
• Manufacturing environment experience preferred
• Proficient in Microsoft Office Suite; ability to type 40 WPM
• Strong math skills and ability to learn new software programs
• Excellent verbal and written communication skills with a positive attitude
• Strong organizational skills and ability to manage multiple priorities
• Proactive, resourceful, and committed to process improvement
  
  

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.