Account Manager

The Account Manager is responsible for interacting with the company’s customers by addressing inquiries, managing customer orders from initiation to completion, and resolving complaints. This role requires continuous communication with multiple departments to ensure accurate order processing and customer satisfaction.

• Interact with customers via telephone, email, online chat, or in person to provide support and information regarding products and services.
• Set up and maintain customer information, billing details, item codes, and work orders in the company’s software.
• Collects and verifies Purchase Orders along with corresponding paperwork like Filling/Assembly Specifications and Bill of Materials and provides blank forms for first time customers.
• Creates work orders based on customer Purchase Orders and provides them to the Production team, the Staging team and the Quality team for scheduling.
• Fields customer questions and complaints; when the issue is beyond the representatives knowledge, forward to the appropriate staff. Ensures that appropriate actions are taken to resolve customers problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Follows the production of an order through the daily Production Meeting and by following up with the Production Manager as necessary.
• Creates shipping alerts for the customer and shipping department in the company software with the information given by production once the work order has been completed.
• Follow an order from the customer from the placement of a purchase order when the finished good is shipped out, along with any specifications the customer may require.
• Communicate effectively with Production, Quality Control, Shipping, and Management teams as needed.
• Perform other related duties as assigned.

• Basic computer proficiency; ability to learn and use company inventory software
• Excellent verbal and written communication skills
• Strong interpersonal skills with exceptional attention to detail

• High School Diploma or equivalent
• Minimum of two (2) years of relevant experience

• Proficient in Google Workplace (specifically Calendar and Drive)

• Ability to sit for extended periods while working at a computer
• Ability to stand and walk for extended periods on the production floor
• Ability to lift up to 15 pounds as needed