[Hiring] Account Specialist Manager @Trademark Plastics

Role Description

Trademark Plastics Corporation is looking for a strong, hands-on leader to manage and develop our Account Specialist team. This role is ideal for someone who enjoys leading people, improving processes, solving customer and order-related challenges, and building a more proactive, efficient customer support function.

The Account Specialist Manager will lead the team responsible for supporting customers, managing order execution, coordinating across internal departments, and ensuring customer commitments are handled accurately and professionally. This position plays a key role in connecting Sales, Operations, Logistics, Warehouse, Purchasing, Finance, and other teams to deliver a consistent and reliable customer experience.

We are looking for a leader who can coach and develop employees, create clear service standards, use data to identify opportunities, improve workflows, and bring structure to a fast-moving customer support environment. The right candidate will be organized, analytical, customer-focused, and comfortable driving accountability and continuous improvement.

What You’ll Do

• Lead, coach, train, and develop the Account Specialist team to support strong performance, accountability, and professional growth.
• Establish clear standards for customer communication, order management, follow-up, documentation, issue escalation, and service quality.
• Oversee customer inquiries, order changes, complaints, escalations, and other customer-impacting issues to ensure timely and professional resolution.
• Monitor open orders, past-due orders, fulfillment concerns, inventory availability, transportation delays, and other exceptions that may affect customer commitments.
• Partner with Sales, Operations, Logistics, Warehouse, Purchasing, Finance, and other departments to resolve issues, improve handoffs, and strengthen customer support.
• Identify recurring issues, process gaps, service failures, and root causes; lead corrective actions and drive long-term improvements.
• Develop and use KPIs, dashboards, reporting tools, and performance reviews to evaluate team effectiveness and identify improvement opportunities.
• Promote process standardization, documentation, cross-training, backup coverage, technology adoption, automation, and business continuity.
• Support a customer-focused culture that emphasizes proactive communication, ownership, accuracy, and follow-through.

Qualifications

• Experience leading, coaching, training, or managing a customer service, account management, order management, or customer operations team.
• Strong understanding of order-to-delivery processes, customer service expectations, and cross-functional business operations.
• Proven ability to manage escalations, resolve issues, communicate professionally, and maintain accountability across teams.
• Strong organizational, analytical, and problem-solving skills with excellent attention to detail.
• Ability to manage multiple priorities, deadlines, customer requirements, and operational challenges in a fast-paced environment.
• Experience using NetSuite, order-management systems, reporting tools, dashboards, productivity applications, and business technology.
• Strong written and verbal communication skills, with the ability to work effectively with customers, employees, sales teams, and internal departments.
• A continuous-improvement mindset with the ability to identify better ways to work, reduce errors, improve visibility, and strengthen the customer experience.

Preferred Experience

• Experience in manufacturing, distribution, logistics, warehouse, supply chain, inventory management, or plastics-related industries.
• Experience developing KPIs, dashboards, reports, standard operating procedures, training materials, or process controls.
• Familiarity with Salesforce, workflow automation, AI tools, or technology-enabled process improvement.
• Bachelor’s degree in business administration, management, supply chain, operations, or a related field preferred.
• Relevant professional certifications are a plus.

Work Environment

This is a remote position. The successful candidate must be able to maintain a professional remote work environment, communicate effectively by phone, email, and video, and use company systems and technology reliably. Occasional travel may be required to support customers, employees, company locations, meetings, training, or other business needs.

Why This Role Matters

The Account Specialist Manager will help strengthen how Trademark Plastics Corporation supports customers, executes orders, resolves problems, and improves internal processes. This is an opportunity to lead a critical customer-facing team, create structure, improve performance, and make a meaningful impact on customer satisfaction and operational success.