Account Management Specialist

Title: Account Management Specialist

POSITION DESCRIPTION

The Account Management Specialist will report to the President, who is heavily involved with sales and customer service. Overall, the role is to oversee a portfolio of assigned customers, acting as the liaison between those clients and various departments to ensure the efficient flow of order information from the beginning of order placement to time of shipment. The ideal candidate will have strong leadership skills, a passion for customer satisfaction and the ability to work onsite 5 days a week.

Importantly, the Account Management Specialist will have the opportunity, depending on performance, for promotion to a Vice President, Client Service role, supervising all Account Management Specialists, when that position is created alongside future company growth.

Responsibilities

The Account Management Specialist responsibilities include, but are not limited to, the following:

• Effectively manage customer accounts in partnership with the sales team, proactively communicating with each via phone or email to continuously improve the customer experience.
• Provide a polite and professional manner with a positive attitude to build relationships with clients.
• Engage directly with clients, identifying their needs, presenting solutions, and resolving any outstanding issues in a timely, professional manner.
• Implement and streamline efficient processes for the team to improve overall customer satisfaction and retention. Suggest changes to existing processes.
• Set, track and achieve key performance metrics related to customer service, client satisfaction, and team productivity including but not limited to on-time delivery, open orders and productivity.
• Participate in weekly sales and client service team meetings to discuss issues, opportunities and set goals.
• Act as an escalation point for issues that impact client success and deliver on those issues to the satisfaction of the client.
• Analyze customer feedback and collaborate with internal departments for continuous improvement.
• Work with Quality Assurance and Operations teams for order flow data and tracking to relay relevant information to the customer such as item constraints, product testing, manufacturing date and availability to ship.
• Maintain customer open order reports as well as attend virtual meetings to update customers on any issues that may need to be addressed per customer’s request.
• Assist customers with product art revisions, product code request and submit proper internal change controls for bill of material updates.
• Follow established company order flow procedures and maintain relevant modules of the ERP system (Aptean Process Pro).
• Create internal sales reports as requested by upper management.
• Coordinate with the Shipping/Receiving department on materials received and orders that are ready to ship.
• Assist Finance department with any past due customer receivables.
• Maintain awareness of future customer needs and report opportunities for increased sales volumes or new product needs.
• Participate with other team members in Quarterly Business Reviews with customers and collect data throughout the preceding quarter to facilitate QBR sessions.

Qualifications:

• Bachelor’s degree in business, Marketing or similar degree and 2-5 years of related employment history.
• Experience working for a company that manufactures and/or builds physical products, as opposed to business services or software.
• Knowledge of production processes, quality control concepts and related management principles.
• Background in pharmaceuticals, food processing or OTC health and beauty sectors desired, but not required.
• Proven customer success or account management experience.
• Exceptional interpersonal skills and the ability to build strong relationships with clients.
• Excellent leadership skills, with an emphasis on coaching and team development.
• Highly organized, with the ability to multi-task and manage multiple streams of work simultaneously.
• Strong problem-solving skills, with the ability to navigate complex issues and drive resolution.
• Proficiency in using ERP and CRM software.
• Excellent computer skills including advanced knowledge of Microsoft Office products.