Inside Account Manager
About The Position
The Inside Account Manager serves as the primary liaison between the company and assigned customer accounts, ensuring exceptional service throughout the entire customer lifecycle. This position is responsible for managing customer relationships, coordinating order fulfillment, maintaining accurate forecasts, supporting quotation activities, and resolving customer inquiries while working collaboratively with Sales, Operations, Engineering, Planning, Quality, and Finance. The Inside Account Manager plays a critical role in delivering an outstanding customer experience by ensuring accurate order processing, proactive communication, timely issue resolution, and adherence to customer and regulatory requirements. Success in this role requires strong relationship management skills, attention to detail, sound business judgment, and the ability to effectively manage multiple priorities in a fast-paced manufacturing environment.
Requirements
- Associate's degree in Business Administration, Supply Chain, Marketing, or related field, or equivalent work experience.
- Minimum of 5 years of experience in customer service, account management, inside sales, or order management within a manufacturing environment.
- Experience working with ERP systems (Syspro preferred).
- Strong Microsoft Office proficiency, particularly Excel.
- Excellent verbal and written communication skills.
- Strong organizational and time management skills.
- Ability to prioritize multiple projects while meeting deadlines.
- Demonstrated problem-solving and customer relationship management skills.
Nice To Haves
- Bachelor's degree in Business, Supply Chain Management, or related discipline.
- Experience supporting OEM or industrial manufacturing customers.
- Experience with forecasting and production planning.
- Experience working in ISO or highly regulated manufacturing environments.
- Familiarity with export documentation and international shipping requirements.
- Experience with government or defense contracting documentation.
- Experience supporting international customers.
- Knowledge of battery manufacturing or other regulated manufacturing industries.
- Experience with customer portals and EDI systems.
Responsibilities
- Manage assigned house accounts and serve as primary internal contact for customer inquiries
- Participate in customer meetings and provide status updates as required
- Maintain and monitor customer supplier portals
- Support customer payment follow-ups and issue resolution
- Review customer purchase orders (POs) for terms and conditions compliance
- Enter and manage orders in ERP system (Syspro)
- Coordinate ship dates with Operations and communicate confirmations to customers
- Process cash-in-advance and credit card orders, including issuing pro-forma invoices
- Maintain accurate documentation and filing of all order-related records
- Initiate customer concurrence requests related to product or supplier changes
- Complete and submit required concurrence documentation
- Assign tracking numbers and monitor approvals
- Participate in bi-weekly concurrence meetings and provide updates
- Process engineering-related orders and submit supporting documentation
- Generate and submit non-standard lead sheets to Engineering
- Coordinate order approval, booking, and customer communication
- Manage customer expedite requests including ship date changes, quantity adjustments, and order cancellations
- Submit expedite requests to Operations/Planning and communicate outcomes to customers
- Update order records and provide timely customer acknowledgments
- Maintain and update customer forecasts within the ERP system
- Enter new releases and adjust forecast quantities as needed
- Participate in forecast review meetings to support planning accuracy
- Initiate customer complaints and manage RMA process end-to-end
- Create required financial approval documentation (ARDAF)
- Enter and track complaints in internal systems
- Process RMA orders and replacement shipments
- Issue customer credits when applicable and close RMAs
- Receive and process customer RFQs
- Coordinate with Business Development Managers (BDMs)
- Prepare and issue quotes including standard pricing and custom quotes with engineering input
- Maintain quote tracking tools and documentation
- Provide customers with required documentation such as shipping documents, SDS, and UN/DOT certifications
- Maintain and update company registration in SAM.gov
- Ensure compliance with all customer and regulatory requirements
- Generate and distribute weekly open order reports
- Support invoice distribution and customer account statements
- Maintain organized records and documentation in shared systems
Benefits
- The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
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
Associate degree
