Account Manager

Account Manager – Westone Laboratories

Location:

Colorado Springs, CO

Description

The Account Manager is responsible for managing and growing customer relationships for TLS Sound Labs’ hearing healthcare and custom product accounts. This position serves as the primary point of contact for assigned customers, ensuring exceptional service, timely communication, accurate order processing, and proactive account support. The role balances day-to-day order management with strategic initiatives to improve customer satisfaction, retention, and sales growth.

Remote Hybrid (California / Colorado)

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the main liaison for assigned customer accounts, including audiologists, clinics, and distributors.
• Manage incoming orders, ensuring accurate data entry, product specifications, and timely fulfillment.
• Provide quotes, pricing, and product recommendations based on customer needs.
• Respond promptly to customer inquiries via phone, email, or portal; resolve issues efficiently and professionally.
• Monitor production schedules, shipping timelines, and quality standards to ensure on-time delivery.
• Maintain detailed account records, including purchase history, preferences, and special instructions.
• Stay attentive to industry trends, product offerings, and price comparisons.
• Collaborate closely with Operations, Customer Service, Lab, and Finance teams to address customer issues or special requests.
• Identify opportunities to upsell or cross-sell TLS Sound Labs products and services.
• Support the development of sales initiatives, promotional programs, and client outreach campaigns.
• Track account performance metrics and report trends or areas of improvement to management.
• Participate in process improvement efforts and team meetings focused on customer satisfaction and workflow efficiency.

Requirements

• Bachelor’s degree preferred, or equivalent combination of education and customer service/sales experience.
• 3+ years of experience in account management, customer service, or sales support (preferably in medical device, hearing aid, or manufacturing industries).
• Excellent communication and relationship management skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple accounts and priorities simultaneously.
• Proactive problem-solving to address client challenges.
• Proficiency in CRM systems, ERP order management, and Microsoft Office Suite.
• Ability to work collaboratively across departments and resolve customer issues promptly.
• Understanding of hearing healthcare products and terminology is a plus.

Work Environment

Work is performed primarily in an office environment with frequent interaction by phone and email with customers, production, and operations teams. The role requires extended periods of sitting, using a computer, and performing detailed administrative tasks. Occasional visits to the production lab or shipping areas may be necessary to support order accuracy or resolve customer issues. The noise level is generally moderate, and the workspace is climate-controlled.

Limited travel will be required for training, trade shows, or customer site visits.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Sales and Business Development

Industries

• Medical Device

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