Account Manager

Summary/Objective

Responsible for managing customer relationships, ensuring seamless service delivery, and driving customer satisfaction through proactive account management. This role serves as the primary point of contact for assigned customers, overseeing issue resolution, and customer performance tracking. By collaborating cross-functionally and leveraging data-driven insights, the Account Manager helps optimize operational efficiency, maintain contract compliance, and enhance the overall customer experience.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the key relationship manager for assigned customer accounts, acting as the primary point of contact for all account-related inquiries.
• Support day-to-day customer account activities, including order processing, service requests, and issue resolution.
• Monitor customer performance metrics, tracking service levels, delivery performance, and chargeback trends to ensure alignment with business goals.
• Proactively identify customer needs and collaborate with internal teams (sales, operations, finance, and supply chain) to develop and implement solutions tailored to meet their needs.
• Ensure adherence to contract terms, including pricing, lead times, order quantities, and payment terms, escalating non-compliance issues as needed.
• Assist in maintaining accurate customer pricing and implementing updates to maximize profitability.
• Prepare and deliver account reviews, performance reports, and recommendations to clients.
• Support efforts to optimize operational efficiency, including identifying opportunities for process improvement and automation.
• Develop and maintain customer scorecards, providing regular updates on performance, trends, and improvement opportunities.
• Coordinate with Business Development Managers to identify growth opportunities within existing accounts.
• Document and track customer interactions, maintaining accurate records in the CRM system to ensure seamless communication and issue tracking.
• Contribute to strategic initiatives aimed at improving customer experience, reducing chargebacks, and enhancing service levels.
• Provide insights and reports to senior leadership regarding customer trends, operational challenges, and opportunities for enhancement.

Competencies

Operational Excellence, Disciplined Approach, Anticipates/Manages Complexity & Change, Leads & Develops Talent, Collaboration & Empathy, Customer Centric

Supervisory Responsibility

This position does not have direct supervisory responsibility.

Work Environment

This job operates in a professional manufacturing office and shop floor environment. This role routinely uses standard office equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 10 pounds.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday. This position may occasionally require extended hours and/or weekend work.

Travel

Up to 40% travel required.

Required Education, Skills, and Experience

• Bachelor’s degree in Business Administration, Engineering or a related field.
• 5 years of experience in customer account or program management, operations or a related role.
• Strong communication, negotiation, and relationship management skills.
• Ability to analyze data, interpret performance metrics, and develop actionable insights.
• Proficiency in CRM systems, ERP software, and Microsoft Office Suite.
• Strong problem-solving skills and ability to manage multiple priorities in a fast-paced environment.

Preferred Education, Qualifications, and Experience

• Experience in the manufacturing industry, preferably in plastics or composites or within the transportation market.
• Familiarity with pricing structures, contract management, and supply chain operations.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.