Associate Key Account Manager - US

Crane Authentication (NXT) • Manheim Township, PA

7d

About The Position

The Associate Key Account Manager supports customer service and account operations in Lancaster, Pennsylvania. The role handles routine customer enquiries and service requests, supports the end-to-end order process, maintains customer accounts and service records, and coordinates with internal teams to deliver a consistent customer experience. More complex requirements are escalated to Customer Care leadership or Key Account Managers as appropriate.

The position follows established SOPs, work instructions, systems, and data quality standards while developing knowledge of customers, products, systems, and the order and supply process. It also supports team priorities and projects and helps identify recurring issues, process gaps, and opportunities for improvement. Travel to customers or other locations may be required infrequently and is expected to be less than 10%.

Requirements

• High school diploma.
• Bachelor’s degree in business administration or relevant professional experience.
• 1–2 years of customer service experience; experience in a manufacturing environment is ideal.
• Fluent written and verbal English.
• Basic understanding of customer service principles and strong attention to detail and accuracy.
• Proficiency in Microsoft Office applications and ability to learn ERP, CRM, and other business systems.
• Effective written and verbal communication, organization, and time-management skills.
• Ability to follow established processes, prioritize workload, and meet deadlines.
• Ability to collaborate across teams, seek guidance, and escalate issues when appropriate.
• Curiosity, initiative, adaptability, and desire to learn and develop.
• Openness to coaching and feedback and to taking on increasing levels of responsibility.
• Positive, professional, customer-focused approach and appropriate discretion when handling customer and business information.

Nice To Haves

• Customer service experience in a manufacturing environment.
• Skills in any language in addition to English.

Responsibilities

• Support customer enquiries and service requests, resolving routine matters and escalating more complex requirements as appropriate.
• Support the end-to-end order process, including order entry and maintenance, quotations, proforma invoices, shipping documentation, invoicing support, and order-status and shipping-date communications.
• Support customer setup and ongoing account maintenance, including master data, requested documentation and certifications, and customer-facing digital platforms.
• Support customer complaints, RMAs, product samples, and other service requirements through accurate documentation and timely coordination with appropriate teams.
• Maintain customer service trackers, reports, and operational controls to support accurate data and visibility into service performance, KPIs, and customer requirements.
• Work with Customer Care, Key Account Managers, Operations, Sales, and other internal teams to coordinate customer requirements, resolve issues, and support a consistent customer experience.
• Follow established SOPs, work instructions, systems, and data quality standards, while identifying recurring issues, process gaps, and opportunities for improvement.
• Support team priorities, projects, and workload requirements while developing knowledge of customers, products, systems, and the overall order and supply process.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED