Account Support Manager, OFC

Company

Summary:

For over 60 years, Meri Cal has been at the forefront of innovation in the dietary supplement industry, delivering custom manufacturing and packaging solutions with passion and precision. With state-of-the-art facilities in Southern California and Ogden, UT, we transform ideas into high-quality products—from research and development to the finished products. Our team, with over 30 years of combined experience, is dedicated to crafting exceptional gummies, probiotics, tablets, capsules, chewables, and powders using clinically backed ingredients.

At Meri Cal, we don’t just meet expectations—we exceed them, every time. Join us and be part of a dynamic, forward-thinking team shaping the future of nutrition!

The Account Support Manager (ASM) is responsible for the end-to-end management and execution of assigned customer accounts from purchase order receipt through fulfillment and invoicing. The ASM serves at the primary day-to-day customer contact and partners closely with Sales to ensure customer requirements, commitments, and expectations are effectively managed.

The ASM acts as a key liaison between customers, Sales, Planning, Manufacturing, Quality, Supply Chain, Procurement, Distribution, Finance, and Project Management. The ASM is responsible for proactively identifying risks, resolving customer issues, coordinating cross-functional activities, and driving actions through completion.

The ASM also supports business growth by monitoring customer demand, forecasts, inventory, pricing, and operational performance and communicating trends, risks, and opportunities to Sales and Operations leadership.

• Manage assigned customer accounts from purchase order receipt through order fulfillment and invoicing.
• Serve as the primary day-to-day customer contact and provide timely, accurate, and proactive communication.
• Partner with Sales to manage customer relationships, escalations, business needs, and growth opportunities.
• Respond to customer inquiries and complaints and maintain ownership of issues through resolution.
• Maintain accurate knowledge of customer requirements, specifications, documentation, pricing, MOQs, lead times, and other account-specific requirements.

• Maintain accurate knowledge of customer requirements, specifications, documentation, pricing, MOQs, lead times, and other account-specific requirements.
• Process customer purchase/sales orders through EDI or manual entry accurately and within established timelines.
• Validate orders for pricing, MOQ, specifications, and other applicable requirements.
• Monitor the complete order lifecycle, including materials, production, quality, packaging, shipping, and invoicing.
• Monitor inventory, open orders, pending shipments, and potential supply constraints.
• Collaborate with Planning, Manufacturing, Procurement, Quality, and Supply Chain to ensure customer requirements are met.
• Recommend and elevate order priorities to Planning and Operations leadership based on customer commitments and business needs.
• Obtain Planning/Scheduling confirmation before communicating or committing ship dates to customers.

• Maintain and communicate customer forecasts and forecast changes.
• Analyze forecast versus actual demand and identify trends, variances, and potential risks.
• Identify potential capacity, material, inventory, and supply risks and proactively communicate concerns.
• Provide Sales and Supply Chain leadership with accurate account data, risks, and recommended actions.

• Lead and participate in cross-functional meetings related to customer orders, priorities, inventory, production, and customer issues.
• Coordinate internal resources to resolve customer issues and drive agreed-upon actions through completion.
• Follow up with responsible departments and elevate unresolved or high-impact issues when necessary.
• Serve as the voice of the customer while balancing customer requirements with operational capabilities and company policies.
• Identify recurring issues and recommend process improvements.