Customer Account Manager

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Regular Full Time Clerical Sparks, NV, US

2 days ago Requisition

$66,000.00 To $80,000.00 Annually

JOB TITLE: Customer Account Manager

PRIMARY RESPONSIBILITY:Serve as the dedicated day-to-day point of contact for assigned customer accounts within a contract sheet metal fabrication environment. Manage the customer relationship and oversee order execution from purchase order through delivery, including customer inquiries, order changes, charges, scheduling, and delivery commitments. Coordinate closely with internal departments to ensure orders are accurate, completed on time, and properly billed. Partner with customers, internal teams, and all levels of management to resolve issues, respond to changing priorities, proactively communicate risks, and ensure customer requirements are met.

Monitor account activity and performance, provide timely information to leadership, and identify opportunities to improve processes, strengthen customer relationships, and support company growth.

CORE VALUES:The following list of Core Values and Behaviors are necessary to meet the minimum requirements:

TEAMWORK

• Help each other succeed
• Recognize and encourage teammates
• Listen to understand; communicate clearly and directly
• Be attentive to internal customers

NUMBERS FOCUSED

• Deliver results
• Analyze data for continuous improvement
• Take ownership and accountability
• Work smarter, not harder

HONESTY AND INTEGRITY

• Honor your commitments
• Do the right thing, even when no one is looking
• Be consistent in your attitudes and actions

EXCELLENCE

• Act with a sense of urgency and purpose
• Contribute to solutions
• Exhibit passion in serving customers
• Take pride in your work
• Constantly seek knowledge

LEAN

• Practice blameless problem solving
• Share information; teach as you go
• Strive to improve processes
• Be open to new ideas
• Expose issues before they become problems

FUN

• Don't take yourself too seriously
• Be someone who gives energy
• Celebrate achievements
• Be upbeat and positive in your interactions with others

CHARACTERISTIC DUTIES:

• Serve as the primary day-to-day point of contact for five assigned customer accounts, responding to calls, emails, and customer portal requests with urgency and professionalism
• Research and resolve customer inquiries related to orders, scheduling, delivery dates, pricing, invoicing, and charges
• Maintain a customer focus by listening actively, maintaining composure, and following every request through to completion
• Review incoming customer purchase orders for accuracy against quotes, pricing, drawing revisions, quantities, and lead times; resolve discrepancies before release
• Create, enter, and maintain Sales Orders in the ERP system with accuracy
• Process customer change orders, expedites, and cancellations; confirm the impact to price, schedule, and material and communicate changes to the appropriate departments
• Coordinate additional charges (e.g., expedite fees, engineering changes, tooling, material surcharges, cancellation charges) with Strategic Customer Development and Accounting; document customer approval before billing
• Provide accurate delivery date commitments and proactive order status updates; notify customers early of any risk to a ship date along with a recovery plan
• Respond to changing customer priorities by reprioritizing and adjusting order schedules in conjunction with the Master Planner/Scheduler
• Maintain liaison with Production, Estimating, Purchasing, Shipping, Quality, and Accounting to ensure order completion
• Route quote requests and new business opportunities to Estimating and Business Development; follow up to ensure customers receive timely responses
• Support resolution of quality concerns, returns (RMAs), and credit/debit memos in partnership with Quality and Accounting
• Assist Accounting with invoice discrepancies and past-due inquiries for assigned accounts
• Maintain and communicate customer-specific requirements (packaging, labeling, shipping, documentation, and portal procedures)
• Maintain accurate customer records, contacts, order history, and correspondence in the ERP/CRM and account files
• Track and report account metrics such as on-time delivery, open orders, backlog, and past-due items; prepare account summaries for management review
• Provide backup coverage for other customer accounts as needed
• Communicate clearly and in a timely manner with customers, vendors, supervisors, and…