Account Manager

Inside Account Manager

Hackettstown, NJ

Position Summary

The Inside Account Manager serves as the primary point of contact for one of the company's largest and most strategic customers, acting as the central hub between the customer and our internal Sales, Operations, Quality, Service, and Engineering teams. This role owns the day-to-day operational relationship with the customer — processing orders, managing returns, resolving delivery and quality escalations, and keeping the customer continuously informed.

The ideal candidate is a highly organized, detail-driven problem solver who treats the customer's issues as their own and can move fluidly between hands-on data entry, cross-functional coordination, and customer-facing communication.

This is a high-visibility, high-volume role requiring mastery of our ERP system (Epicor) and our customer's ordering portal (PACT), along with the responsiveness and composure to manage a demanding, fast-paced account.

Key Responsibilities

Order and Transaction Management

• Enter and maintain customer orders accurately and in a timely manner within Epicor.
• Generate packing lists and commercial invoices in support of shipments, including international/export shipments.
• Retrieve orders, administer order changes, and update commit dates through the customer's PACT portal.
• Reconcile open orders between our ERP system and the customer's PACT portal to ensure both systems remain aligned and accurate.
• Download customer forecast data from PACT and distribute to Operations for planning purposes.
• Upload commit files to the PACT portal to keep the customer's system aligned with our production and shipping commitments.
• Manage the full RMA (Return Material Authorization) process for service returns, from initiation through resolution.
• Provide support on invoicing issues as they arise, working with Finance/Accounting as needed to research and resolve discrepancies.

Customer Communication & Escalation Management

• Serve as the customer's primary point of contact, responding promptly and accurately to a high volume of daily email status requests.
• Manage and drive resolution of customer escalations related to delivery performance, working cross-functionally to expedite and communicate solutions.
• Participate in regular (typically weekly) status calls with the customer covering order status, open escalations, and prioritization of critical issues.
• Act as a proactive customer advocate internally, ensuring customer issues are visible, owned, and resolved with urgency across departments.

Quality & Service Coordination

• Partner with the Quality team to log, track, and manage customer complaints related to product quality; ensure timely communication of corrective actions back to the customer.
• Work with the Service department to obtain and relay status updates on ongoing failure analysis investigations.
• Maintain organized records of open quality and service issues to ensure nothing falls through the cracks.

Engineering & New Development Support

• Coordinate with the Program Management team to administer and track new development orders (NPI), so that our ERP and PACT reflect current commit dates.

Reporting & Analysis

• Build and/or maintain Excel-based tracking tools, order logs, and status reports.
• Create presentations as needed to support customer reviews, escalation discussions, and business updates.
• Maintain accurate records and documentation within company systems.

Required Qualifications

• Minimum 3-5 years of experience in customer service, account management, sales operations, order management, or a similar customer-facing role within a manufacturing environment.
• Strong problem-solving and organizational abilities.
• Experience working with ERP systems.
• Demonstrated ability to manage a high volume of email correspondence with accuracy, professionalism, and timeliness.
• Strong proficiency in Microsoft Excel, including data analysis, pivot tables, lookups, and reporting.
• Excellent written and verbal communication skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience in electronics, industrial manufacturing, or power electronics industries.
• Experience working…