Senior Account Manager

Responsibilities

Serves as the primary point of contact after sales for high‑value and/or complex customers. Manages the order entry process from inception to invoicing, ensuring coordination, accuracy, timeliness, and approvals for entering customer orders into the G3 order processing system. Works cross‑functionally with other departments as needed to meet customer expectations. Acts as the liaison between sales, customer, and operations across the entire division to provide proper and timely communication.

Manages and executes multi‑site projects, makes recommendations and leads initiatives focused on process improvement.

• Establishes relationships with customers; works with customers to understand their needs, is available to visit customer sites, and facilitates communication flow with other internal departments.
• Prepares accurate, timely, and detailed estimates for jobs and rework charges on those jobs, and communicates prices to customer and sales.
• Participates in the development of customer rates, project budgets and timelines and ensures completion of initiatives within agreed upon budgets and time frames.
• Ensures customer satisfaction by monitoring product delivery, accurate invoicing, and timely resolution of issues.
• Oversees accurate customer systems set‑up across multiple production sites as needed.
• Creates and tracks multiple revisions of quotations process and ensures all details are addressed, requested and organized accordingly.
• Understands, documents and communicates customer requirements and specifications including quantity, quality, schedule, delivery and any other items of importance to the customer.
• Responsible for accurate collection of data required to facilitate customer orders and supports in communicating updates to customer orders as needed.
• Estimates personnel needs for assigned work and partners to ensure adequate staffing, at times across multiple facilities, to meet pre‑established completion dates and production demands.
• Reviews finished goods inventories to keep them in line with prospective sales while minimizing inventory levels and stock‑out situations.
• Transmits proofs to customer after production department approval, and manages the timely return of proofs.
• Schedules jobs to ensure on‑time deliveries and maximum production efficiencies and analyzes issues related to missed production schedules.
• Partners with operations lead to meet customer expectations including coordination of customer site visit and product inspections, etc.
• Manages communication with sales and operations across the division to ensure all parties are up to date with status of orders and/or project status.
• Serves as the primary point of contact with customers and provides professional, efficient and effective customer interactions (email, incoming and outgoing phone calls, follow‑up communications, responding to requests for information, etc.).
• Communicates manufacturing and scheduling limitations to sales and customers.
• Communicates daily with internal customers across the divisions and external customers to coordinate delivery of customer needs and acts as a liaison with other departments.
• Follows through on internal and external customer issues to ensure 100 % customer satisfaction.
• Responsible for developing, managing and disseminating reports and metrics to customers and suppliers as needed.
• Processes orders utilizing SAP and other internal systems.
• Works cross‑functionally to coordinate new product concepts and participates in feasibility meetings to help facilitate idea development and screening throughput.
• Prioritizes product development ideas with customers and presents new product concepts to senior management.
• Makes recommendations and leads initiatives focused on process improvement and/or cost savings.
• Provides project performance feedback to project managers and team members.
• Deals with difficult customer situations and complaints successfully and in a timely manner.
• Motivates team members to achieve results.
• Maintains satisfactory attendance, to include timeliness.
• Responsible for understanding and complying with applicable quality, environmental and safety regulatory considerations.