Customer Service Account Manager
About The Position
The Customer Service Account Manager manages the full order-processing lifecycle to support on-time, in-full, accurate fulfilment. The role monitors inventory and communicates delays, shortages, pricing issues, and shipment updates; maintains customer master data and supports customer setup; and provides business reporting on open orders, fill rates, cycle times, and seasonal and promotional programs. The position also manages pricing, quotes, and new material requests, recommends additional products to existing and prospective customers, and prepares monthly performance metrics for key accounts. The role works cross-functionally to improve processes, troubleshoot orders, and resolve customer concerns, claims, complaints, returns, credits, and discrepancies while maintaining accurate documentation. It supports Order Entry Customer Service Representatives and audits orders for 100% accuracy. The position attends customer review meetings and provides updates on order inquiries. Additional duties may be assigned, and responsibilities may change with or without notice.
Requirements
- High school diploma or equivalent required; a degree is a plus.
- 3–5 years of customer service, sales, or account management experience.
- Experience with EDI, SAP, and/or ERP systems; implementation experience is a plus.
- Strong proficiency in Microsoft Office, especially Excel, including PivotTables, lookups, formulas, macros, and conditional formatting.
- Strong analytical capabilities and the ability to interpret and present data.
- Exceptional written and verbal communication and interpersonal skills.
- Strong time-management, prioritization, and decision-making abilities.
- Customer-first attitude and collaborative approach.
- Ability to develop and maintain relationships and collaborate cross-functionally within the business.
- Demonstrated growth mindset, including agility, curiosity, accountability, and innovation consistent with MANN+HUMMEL’s Culture.
- Must be able to lift up to 25 pounds.
- Must be able to read, understand, and comply with written and verbal instructions.
- Must be authorized to work in the United States.
Nice To Haves
- A degree.
- ERP implementation experience.
Responsibilities
- Manage end-to-end order processing to ensure on-time, in-full, and accurate fulfilment.
- Monitor inventory and proactively communicate delays, shortages, pricing issues, and shipment updates.
- Maintain customer master data and support customer setup.
- Provide reporting and business support on open orders, fill rates, cycle times, and seasonal and promotional program tracking.
- Initiate and manage pricing, quotes, and new material requests.
- Provide timely quotes and pricing, upsell, and recommend additional products to existing and potential customers.
- Prepare monthly performance metrics for key accounts.
- Partner with internal teams to identify and implement process improvements.
- Troubleshoot order issues and resolve customer concerns with urgency and professionalism.
- Coordinate, investigate, and resolve customer claims and complaints, return authorizations, credits, and order discrepancies; maintain accurate documentation.
- Provide support for Order Entry Customer Service Representatives.
- Audit all orders to ensure 100% accuracy.
- Attend customer review meetings and provide order inquiry updates.
- Perform additional duties as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
