Customer Account Manager

Position Summary

The role of the Customer Account Manager is pivotal in bridging the gap between our customers and internal operations, thereby enhancing overall customer satisfaction. This dynamic position involves managing the transition of new products from Project Management to Account Management, and acting as the representative voice of the customer within the company. The successful candidate will be instrumental in driving the performance and continuous improvement of the Account Management team, and will coordinate closely with the Supply Chain team to resolve strategic issues for our customers.

Key Responsibilities:

• Process customer forecasts and orders, managing these through the company’s ERP system.
• Conduct weekly meetings with customers to discuss product availability and expectations, preparing detailed reports on open orders for review.
• Develop and implement Customer Service best practices and establish relevant policies.
• Oversee the management of inventory requirements supplied by customers.
• Collaborate with the Supply Chain Planning team to schedule production and ensure seamless order fulfillment.
• Participate in interdisciplinary meetings to address product changes, scheduling issues, and challenges in production.
• Facilitate customer visits during product trials, operational reviews, or strategic discussions.
• Communicate effectively internal concerns from customers and spearhead the development of corrective action plans.
• Manage timely communication regarding customer pricing adjustments.
• Lead initiatives related to changes in the bill of materials or packaging, coordinating with relevant teams to ensure effective implementation.

Qualifications:

• Bachelor’s degree in Business Administration, Supply Chain Management, or a related field is preferred.
• A minimum of five years of experience in a managerial role within Customer Service, ideally in a contract manufacturing setting.
• Comprehensive knowledge of ERP systems.
• Proficiency in Microsoft Office suite.
• Excellent verbal, written, and presentation skills.

Core Skills and Abilities:

• Exceptional communication skills, capable of effectively articulating customer needs internally.
• Strong analytical and problem-solving skills.
• Excellent time management abilities, with a proven track record of meeting deadlines.
• Collaborative team player, open to new ideas and adaptive to change.

EEO STATEMENT

Bell International Laboratories provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.