Customer Account Manager

WESTERN SMOKEHOUSE PARTNERS•Shelley, ID

4d•Onsite

About The Position

The Customer Account Manager (CAM) is the primary point of contact for assigned accounts and manages customer purchase orders from receipt through fulfillment. The role coordinates with customers, internal departments, and manufacturing to support timely receipt of customer-supplied raw materials, accurate production scheduling, and on-time delivery. CAMs communicate production schedules, provide attainment reporting, conduct customer-facing meetings, and manage customer onboarding. The position also involves reviewing and accurately entering purchase orders in the Deacom ERP system, managing raw material and finished goods inventory for retail private label programs, and helping resolve customer short payments and deductions. The role requires a professional, customer-service-oriented approach, prompt handling of inquiries and complaints, accurate recordkeeping, and effective collaboration with internal teams. Work is performed in an environment that may be cold, wet, or humid, with exposure to cleaning chemicals and equipment noise. PPE is required in designated areas. The position must comply with company policies, Good Manufacturing Practices, OSHA regulations, and applicable labor standards.

Requirements

High school diploma, GED, or equivalent.
Prior customer service experience in an office environment.
Excellent written and verbal communication skills.
Ability to remain calm and effective when customers are stressed or upset.
Strong prioritization and multitasking capabilities without sacrificing accuracy.
Professional and courteous phone manner for inbound and outbound calls.
High proficiency in computer and software use.
Strong organizational and time-management skills.
Detail-oriented approach and strong work ethic.
Ability to work independently and collaboratively.
Customer-service-oriented mindset.
Ability to stand, walk, bend, and lift up to 50 lbs. for extended periods.
Ability to use hands regularly for typing and to speak and listen frequently.
Adequate close, distance, and peripheral vision, depth perception, and ability to adjust focus.
Ability to comply with company policies, GMP, OSHA regulations, applicable labor standards, and safety protocols.

Nice To Haves

Prior experience entering technical or custom purchase orders in a manufacturing environment.

Responsibilities

Maintain a positive, empathetic, and professional demeanor with customers.
Respond promptly and effectively to customer inquiries through multiple channels.
Acknowledge, troubleshoot, and resolve customer complaints.
Stay informed about company products, processes, and services.
Process customer orders, forms, applications, and service requests.
Maintain accurate records of customer interactions, transactions, comments, and complaints.
Communicate and collaborate with internal teams as required.
Provide feedback to improve customer service processes and support high customer satisfaction.
Accurately enter and process customer purchase orders in a timely manner.
Monitor purchase orders through completion and work with appropriate teams to resolve delays.
Use ERP data, email communication, online research, and collaboration with internal personnel to problem-solve.
Coordinate timely receipt of customer-supplied raw materials, production scheduling, and on-time delivery.
Communicate production schedules and provide attainment reporting.
Conduct customer-facing meetings and manage customer onboarding.
Manage raw material and finished goods inventory for retail private label programs.
Assist in resolving customer short payments and deductions.
Perform additional duties as assigned.
Follow company safety protocols and report unsafe conditions to a supervisor.