Account Manager

The Account Manager manages an assigned portfolio of customers, serving as their primary point of contact and providing personalized service while identifying opportunities to strengthen relationships and grow revenue. The role responds to customer inquiries, resolves complex service issues, coordinates with Sales, Production, and Operations to ensure timely and accurate order fulfillment, and maintains proactive communication regarding customer needs and expectations.

Through a strong understanding of each customer’s business, purchasing patterns, and product requirements, the Account Manager identifies and develops sales opportunities, promotes relevant products and services, supports upselling initiatives, and collaborates with the Sales team to achieve customer retention, satisfaction, and revenue growth objectives.

• Owns day-to-day relationships, proactive communication, and service delivery for an assigned portfolio of customer accounts across multiple brands. Develops a strong understanding of each customer’s business, purchasing patterns, product requirements, projects, timelines, and expectations to support retention, satisfaction, and revenue growth.
• Enters customer orders into the ERP system and ensures accurate and timely processing, or coordinates with a separate Order Entry team based on business needs and established workflows. Partners with Sales, Production, Operations, and other internal teams to confirm pricing, delivery dates, order requirements, anticipated delays, and other information needed to support customer production schedules and ensure timely and accurate fulfillment.
• Arranges samples, orders outside components, and gathers any additional materials/costs for customer projects.
• Confirms orders shipped with customers and provides copies of BOL, Packing slips and COA documentation to customers upon completion of shipments.
• Maintain information for customer profiles (account preferences), item specifications and all documentation associated with account specific programs.
• Confers with production, warehouse, shipping department, or other common carrier personnel to expedite or trace shipments for customers.
• Receives customer complaints and coordinates product return/complaint resolution with Quality Department.
• Participate in daily production meetings and other business activities held to improve upon customer expectations and business performance.
• Compiles statistical analysis and prepares various reports as requested internally or by customers.
• Performs other job duties as assigned by the Customer Service Manager and/or Sales personnel.
• Performs Inside Sales activities within the assigned account portfolio by identifying customer needs and growth opportunities, conducting proactive outreach and follow-up, qualifying opportunities, supporting pricing requests, quotes, and proposals, and coordinating with Sales and internal partners through close and implementation. Maintains accurate opportunity and customer activity information, contributes to account plans and sales forecasts, and works toward established retention, revenue, and growth objectives.

• Reading, writing, arithmetic, speaking and understanding English is required.
• Excellent verbal and written communication skills.
• Computer proficient.
• Must be detail oriented and have excellent, quality driven work habits.
• Proficient in Microsoft Office Suite.
• Consultative account management and Inside Sales skills, including needs discovery, opportunity qualification, solution positioning, negotiation, and disciplined follow-up.

• High school diploma or GED required
• Bachelor’s Degree Strongly Preferred
• 5+ years of customer success, account management, inside sales, or…