Associate Key Account Manager - US

Crane Authentication Career • Lancaster, PA

6d

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 account information and records, and coordinates customer requirements with internal teams. The position follows established procedures and systems while developing knowledge of customers, products, and the order and supply process. Infrequent travel to customers or other locations may be required.

Requirements

• High school diploma.
• One to two years of customer service experience; experience in a manufacturing environment is ideal.
• Fluent written and spoken English.
• Basic understanding of customer service principles, with 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 a desire to learn and develop.
• Openness to coaching and feedback, and to taking on increasing responsibility.
• Positive, professional, customer-focused approach and appropriate discretion when handling customer and business information.

Nice To Haves

• Bachelor's degree in business administration or relevant professional experience.
• Additional language skills.
• Customer service experience in a manufacturing environment.

Responsibilities

• Support customer enquiries and service requests, resolving routine matters and escalating complex requirements as appropriate.
• Support the end-to-end order process, including order entry and maintenance, quotations, proforma invoices, shipping documentation, invoicing support, and updates on order status and shipping dates.
• Support customer setup and ongoing account maintenance, including master data, requested documentation and certifications, and customer-facing digital platforms.
• Coordinate customer complaints, RMAs, product samples, and other service requirements, ensuring accurate documentation and timely collaboration 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.
• Learn and follow established SOPs, work instructions, systems, and data quality standards; identify recurring issues, process gaps, and improvement opportunities.
• Support team priorities, projects, and workload requirements while developing knowledge of customers, products, systems, and the order and supply process.

What This Job Offers

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