Job Description
The Customer Account Manager serves as the primary liaison between customers and internal teams, ensuring customer requirements are effectively managed from order receipt through delivery. This role is responsible for coordinating cross-functional activities, monitoring program performance, maintaining customer relationships, managing schedules and escalations, and supporting operational excellence to ensure on-time delivery, customer satisfaction, and business objectives are achieved.
Responsibilities
- Develop and maintain strong relationships with customers, internal stakeholders, executive leadership, suppliers, and external partners to ensure program success and customer satisfaction.
- Monitor program performance and proactively identify risks, issues, and roadblocks that may impact delivery schedules, quality, or customer commitments.
- Drive effective communication among customers and cross-functional teams, providing regular updates regarding order status, delivery schedules, milestones, and potential risks.
- Identify and implement opportunities for process improvements to enhance operational efficiency, customer service, and program execution.
- Manage customer accounts and serve as the primary point of contact for all program-related activities, ensuring customer requirements are met and deliveries are completed on time.
- Download, review, and analyze customer demand and forecast data to reconcile accounts and maintain data accuracy between customer portals and the company's MRP/ERP systems.
- Maintain and update customer order information, schedules, and status within the MRP system and customer portals.
- Coordinate activities between production, planning, supply chain, quality, engineering, and shipping departments to support customer requirements.
- Track customer orders, manage escalations, and drive timely resolution of issues affecting delivery, quality, or customer satisfaction.
- Support customer communications through phone and email correspondence, ensuring prompt and professional responses.
- Collaborate with the Accounting and Accounts Receivable teams to resolve customer billing discrepancies and payment-related issues.
- Process and manage Return Material Authorization (RMA) requests and related customer service activities.
- Mentor and support junior Program Managers by sharing best practices and established operational procedures.
- Perform additional duties and special projects as assigned.
Education & Experience
- High School Diploma or equivalent required; Associate's or Bachelor's degree preferred.
- Minimum of 5 years of experience in program management, customer service, account management, manufacturing operations, or a related field.
- Knowledge of manufacturing processes, raw materials, procurement lead times, and production planning.
- Understanding of manufacturing cycle times and capacity planning.
- Experience with inventory management, demand planning, and order fulfillment processes.
- Previous experience supporting customers in a manufacturing or industrial environment is highly desirable.
Required Skills
- Experience with Epicor ERP/MRP systems strongly preferred.
- Strong customer relationship management and communication skills.
- Excellent organizational, analytical, and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced manufacturing environment.
- Strong attention to detail and data accuracy.
- Proficiency with Microsoft Office applications, including Excel, Outlook, and Word.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Demonstrated ability to exercise sound judgment, discretion, and decision-making authority in managing customer programs.
Schedule
- 8 hour shift
- Monday to Friday
Benefits
- Health Insurance (Medical/Dental/Vision)
- Life insurance policy
- Safe Harbor 401(K) plan
- 401(K) match
- Paid time off (vacation/sick/holidays/floating holiday)
- Referral program
