Customer Account Manager

Description

SUMMARY 

We are seeking a highly organized and customer-focused professional to manage key customer accounts in a fast-paced manufacturing environment. This role serves as the primary liaison between customers and internal teams including Planning, Procurement, Production, Logistics, and Commercialization. The ideal candidate thrives in a cross-functional environment, excels at problem-solving, and can balance relationship management with operational execution. This is an individual contributor role with no direct reports, focused on independent execution while collaborating cross-functionally.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Interacts with customers via phone, email, online chat, or in person to provide support and information on an assigned product or service. Answers customer inquiries by clarifying desired information, researching and providing information.
• Acting as the customer’s representative to ensuring their needs are met with a focus on improving the customer experience.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments. 
• Collaborating with various internal departments to ensure that they fulfill all customer requests.
• Resolves issues by clarifying problems, exploring answers and alternative solutions and implementing the best solution. In handling customer complaints, they must attempt to resolve the problem according to guidelines established by the company. 
• Collecting and analyzing data concerning customer behavior to understand changing needs.
• Uses knowledge of company products and services to answer inquiries or to forward to the appropriate staff.  
• Creates professional-quality reports, presentations, and briefs; distributes accordingly. Effectively present information and respond to questions from management and team members.
• Demonstrate initiative and problem-solving skills.

Food Safety  

Responsible and required to notify management about actual or potential food safety issues; and empowered to act to resolve food safety issues within their scope of work. If this position is vacant for any significant period of time the obligation for completion of all food safety and quality related tasks will become the responsibility of the direct manager or a qualified designee. 

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education: 

Bachelor’s degree preferred in Supply Chain, Business Management, Project Management, Communications, or a related field, with 3–5 years of relevant experience in customer operations, account management, manufacturing support, supply chain coordination, or a similar environment. Equivalent combinations of education, training, and experience will also be considered.

Skills/ Knowledge:  

Highly organized with strong attention to detail and the ability to prioritize responsibilities across multiple customer accounts and deadlines. Able to work with appropriate autonomy while effectively communicating and partnering with cross-functional teams.

Computer Skills:   

Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, with the ability to create, maintain, and analyze spreadsheets and reports using basic to advanced formulas and functions. Experience working within ERP systems, preferably Infor, and the ability to quickly learn and adapt to new technologies and internal software platforms. Familiarity with emerging technologies, including AI-enabled tools, to support efficiency, communication, reporting, and process improvements. Strong document management and organizational skills required. 

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

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit and use hands to finger, handle and feel objects, tools, and controls. The employee is frequently required to stand, walk, bend, and reach with hands and arms. 

The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.