Customer Account Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Account Manager based in the United States.

As a Customer Account Manager, you will serve as the primary point of contact for customers, ensuring a seamless experience throughout the order and supply chain lifecycle. You will manage customer relationships from quotation and order processing to delivery coordination, forecasting, and issue resolution. Working closely with Sales, Supply Planning, Product Management, and Quality teams, you will help maintain accurate customer information and ensure orders are fulfilled efficiently. You will also support commercial growth by following up on quotations, engaging existing customers, and identifying new opportunities within established accounts. This role combines customer service, inside sales, and supply chain coordination in a manufacturing environment. It is well suited to an organized, detail-oriented professional who thrives on collaboration, problem-solving, and delivering reliable customer support.

Accountabilities:
You will oversee the day-to-day customer relationship while coordinating internal teams to support accurate order management, material availability, timely delivery, and customer satisfaction. Your key responsibilities will include:

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Customer Relationship Management: Create and maintain accurate customer master data, coordinate with the credit team to establish credit terms, receive orders, and manage customer information throughout the relationship.

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Quotation and Order Processing: Facilitate the quotation process, enter and maintain orders, support technical item setup and maintenance, and use material search tools to help meet customer requirements.

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CRM and Communication: Maintain customer interactions, records, and relevant information in the CRM system as the central repository. Monitor order status and provide customers with timely updates.

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Order Expediting and Delivery Coordination: Work with Supply Planning and Plant Scheduling teams to address material availability, lead times, order status, and expediting requests.

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Just-in-Time Supply Chain Programs: Take ownership of all Just-in-Time (JIT) supply chain programs for assigned customers, coordinating activities to support reliable supply and customer needs.

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Commercial Support and Inside Sales: Partner with the Commercial team, Product Management, and Supply Planning on quotations and commercial opportunities. Follow up on outstanding quotations and conduct outbound calls to existing customers to check in on their business and identify potential opportunities.

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Program and Project Coordination: Collaborate with Program Managers on new program launches and major project opportunities.

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Forecasting and Inventory Planning: Work with Sales, customers, and Demand Planning to support forecasting activities. For make-to-stock items covered by reorder point (ROP) programs, collaborate with Sales and Supply Planning to adjust reorder point parameters based on forecast changes.

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Customer Complaints and Quality Resolution: Act as the primary coordinator for resolving customer disputes and complaints, working with the Quality team and other relevant stakeholders to reach appropriate solutions.

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System Accuracy and Delivery Metrics: Monitor and maintain critical system parameters, particularly dates, to ensure accurate order information and reliable delivery performance metrics.

Requirements:

The ideal candidate brings substantial customer service or supply chain experience in a manufacturing environment, along with strong communication, organizational, and problem-solving skills. You should be comfortable managing multiple priorities, coordinating across departments, and maintaining accuracy while working independently in a fast-paced setting.

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At least five years of customer service or supply chain experience in manufacturing.

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A bachelor's degree is preferred, or equivalent practical experience.

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Proficiency in Microsoft Office applications and Oracle ERP.

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Strong customer service, interpersonal, and communication skills.

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Excellent problem-solving abilities and the capacity to work effectively in a team environment.

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Strong organizational skills and exceptional attention to detail and accuracy.

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Ability to multitask, prioritize competing demands, and work independently.

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Ability to handle stressful situations professionally while maintaining a customer-focused approach.

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Physical ability to sit for approximately one-third to two-thirds of the workday, with occasional standing, walking, reaching, and hand and finger movements.

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Ability to lift up to 25 pounds occasionally, for less than one-third of the workday.

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Sufficient close and distance vision to perform role-related tasks.

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Comfort working primarily in an office environment, with moderate noise exposure.

Benefits:

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Salary, healthcare coverage, paid time off, and other specific benefits are not detailed in the provided job description.