Customer Account Manager – Industrial Products & Distribution

A growing global manufacturer of conveyor components and material-handling solutions is seeking a Customer Account Manager to join its Charlotte-based team.

The company designs and manufactures modular conveyor belts, chains, sprockets, guides, and related components used in food and beverage processing, packaging, logistics, automation, and industrial manufacturing.

Its products help customers improve production efficiency, reduce downtime, and keep critical material-handling systems operating reliably.

This position is ideal for someone who enjoys building customer relationships, supporting distributor partners, solving problems, learning technical products, and working in a collaborative, hands-on environment.

Position Overview

The Customer Account Manager will serve as a primary point of contact for customers and distributor partners throughout the sales and order-management process.

This individual will respond to product inquiries, prepare quotations, process orders, coordinate delivery expectations, resolve customer issues, and work closely with sales, operations, manufacturing, accounting, and international colleagues.

The ideal candidate will have experience supporting industrial, manufacturing, automation, conveyor, mechanical, or other technical products. Experience working with distributors, dealers, or channel partners is strongly preferred.

Key Responsibilities

Customer and Distributor Account Management

• Build and maintain strong relationships with customers, distributors, sales representatives, and channel partners.
• Serve as a reliable point of contact for product questions, quotations, orders, availability, delivery timelines, and account-related needs.
• Respond to customer inquiries by phone and email with professionalism, accuracy, and urgency.
• Proactively communicate order status, inventory concerns, potential delays, and next steps.
• Follow up on open quotations, customer requests, and unresolved issues.
• Learn the needs, purchasing patterns, and product applications of assigned customers.
• Take ownership of customer concerns and follow issues through resolution.

Sales and Order Support

• Prepare and process customer quotations, sales orders, purchase orders, returns, credits, and related documentation.
• Review orders for product accuracy, pricing, quantities, shipping information, and delivery requirements.
• Coordinate with the outside sales team to support customer opportunities and distributor relationships.
• Follow up on quotations and help move potential opportunities through the sales process.
• Identify opportunities to support existing customers with additional products, replacement components, and application solutions.
• Maintain accurate customer, pricing, quotation, and order information within company systems.
• Assist with the onboarding of new customers and distributor partners.

Technical Product Support

• Develop a strong working knowledge of conveyor belts, chains, sprockets, guides, and related industrial components.
• Help customers identify appropriate products or replacement components based on their application requirements.
• Review product specifications, measurements, drawings, part numbers, and customer-provided information.
• Explain technical product information clearly and professionally.
• Coordinate more complex application questions with engineering, product specialists, manufacturing, or international team members.
• Troubleshoot product, order, and application issues while keeping customers informed throughout the process.

Cross-Functional Coordination

• Work closely with sales, operations, shipping, inventory, accounting, and manufacturing teams to meet customer expectations.
• Communicate with international offices regarding product availability, technical questions, lead times, and special orders.
• Help resolve shipping discrepancies, returns, warranty concerns, pricing questions, and order issues.
• Maintain organized documentation of customer conversations, quotations, orders, and follow-up activities.
• Contribute to process improvements that strengthen customer service, order accuracy, and response times.

Qualifications

• At least two years of experience in account management, customer service, inside sales, sales support, or order management.
• Experience supporting industrial, manufacturing, automation, conveyor, mechanical, packaging, or other technical products is strongly preferred.
• Experience working with distributors, dealers, manufacturers’ representatives, or channel partners is strongly preferred.
• Ability to understand technical product information and communicate it clearly to customers.
• Experience preparing quotations, entering sales orders, and coordinating order fulfillment.
• Strong communication, relationship-building, and problem-solving skills.
• High attention to detail when reviewing pricing, product information, and customer orders.
• Ability to manage multiple customer requests and priorities in a fast-paced environment.
• Comfortable working closely with customers, sales representatives, operations teams, and…