Account Manager

Recruiting Associate at The Planet Group

Account Manager

Contract-to-hire

Start ASAP

Industry: Manufacturing of thermal packaging, multiple plant locations, including internationally

Hours:

8:30am-5pm

Location:

Franklin, MA (just off Route 495)

WFH situation:
Onsite daily for 3–6 months and then hybrid (2 days in the office)

Background check: CORI + 5‑panel drug test

Why open:
Retirement. This role will support 1–3 sales reps and assigned key customer accounts. Must be organized and a strong communicator.

$28.00/hr - $33.00/hr

• 3+ years of account management or sales support in a corporate setting
• Strong written and verbal communication skills
• Outlook (lots of emails)
• Excel (some reporting)

• Epic
• CRM or ERP system experience
• Manufacturing industry

The Account Manager will work closely with assigned Business Development Managers (BDMs) and is responsible for day‑to‑day interactions with assigned clients, managing assigned client programs through their lifecycle including initiation, planning, execution, and monitoring, and recommending business opportunities while identifying and remedying improvements or risks that need to be addressed with assigned clients. Manage day‑to‑day activities of strategic accounts; communicate regularly, act as decision maker for account orders, serve as first point of escalation, interact with the supply chain, and oversee the custom sample process.

• Manage and provide exceptional customer service to assigned BDM(s) and their client base
• Quote and maintain pricing for assigned clients
• Document all non‑order activities in Customer Relationship Management (CRM) system
• Maintain and update account notes for all delivery locations
• Set‑up and maintain e‑Commerce templates for assigned clients
• Problem investigation and resolution regarding orders, pricing, and customer complaints
• Communicate regularly with strategic accounts
• Act as decision maker for strategic account orders
• Act as first point of contact for escalation
• Interact with Supply Chain to resolve issues
• Oversee custom sample process for strategic accounts
• Manage assigned client programs through their lifecycle including initiation, planning, execution, and monitoring
• Collaborate and build strong relationships with key stakeholders and internal teams to support the needs of BDM and their clients
• Educate customers and team about additional products and services which are available
• Qualify leads and inquiries – distribute to appropriate parties as required
• Create and monitor customer stocking agreements in CRM against monthly usage trends and recommend updates
• Recommend opportunities for new projects, products or services to BDM and/or the client
• Prepare quarterly usage forecasts for review with BDM and other leadership
• Attend Quarterly Business Reviews (QBRs) with BDM as required
• Follow up on assigned new leads within the BDM’s territory
• Identify opportunities for improvement with order and/or delivery operations and recommend improvements
• Participate in team, customer or departmental tasks/projects as assigned by manager
• Cross‑train on accounts as assigned by manager
• Follow company policies, procedures, designated SOPs and Work Instructions
• Comply with all safety guidelines and standards as dictated by 5S practices
• Maintain and promote continuous improvement and lean manufacturing practices
• Engage in ad‑hoc projects and other duties as assigned

• 5+ years of customer service or sales support experience
• Exceptional written and verbal communication skills
• Strong interpersonal skills and ability to work with others in a positive and collaborative manner
• Must be able to work in a fast‑paced environment with minimal supervision; flexible, prioritize competing deadlines, adapt to changes, understand urgency and when to escape
• Proven time‑management skills; organized with strong attention to detail and outstanding follow‑up
• Ability to handle stressful situations, multi‑task, and problem‑solve
• Experience working in an ERP system including reviewing purchase orders in an order‑management system and the Customer Relationship Management (CRM) application
• Very proficient with MS Office (Outlook, Word, Excel, PowerPoint)

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