Account Manager

About the role

We’re seeking a proactive, detail-oriented Account Manager to join our team. This role is ideal for someone who thrives in a fast-paced, made-to-order manufacturing environment and enjoys owning customer relationships end-to-end.

Responsibilities

• Order Management & Processing
• Review and validate purchase orders for accuracy and completeness
• Enter and manage orders (customer, internal, sample, claims, NPD) in ERP (Epicor or similar)
• Verify pricing, manufacturing yields, and order details
• Process order changes, payments, credits, and ensure on-time shipment
• Maintain documentation including POs, order confirmations, and acknowledgments
• Customer Experience & Account Management
• Deliver exceptional, responsive customer service across all channels
• Build strong, long-term customer relationships and act as the account owner
• Proactively resolve issues and recommend solutions with minimal oversight
• Guide customers through products, documentation, and resources
• Quoting & Pricing
• Prepare quotes and Pro Forma invoices in collaboration with Sales
• Manage freight quoting and resolve billing discrepancies
• Capture project and market data for reporting
• Logistics & Issue Resolution
• Manage lead times, expedite requests, and delivery timelines
• Cook logistics and issue resolution with production, shipping, and quality teams
• Resolve issues efficiently
• Account Setup & Administration
• Onboard new customers (account setup, portals, payment/credit terms)
• Maintain accurate customer data and account notes in ERP
• Cross-Functional Collaboration
• Partner with Sales, Production, QA, and Technical teams
• Develop a strong understanding of the full production lifecycle
• Provide guidance on product selection, installation, and accessories
• Team Support
• Provide backup coverage for team members during peak periods or absences

Requirements

Associate’s degree or equivalent experience
5+ years in customer service, sales support, or account management
ERP/CRM experience (Epicor strongly preferred)
Experience in manufacturing, construction, or project-based environments preferred
Strong Microsoft Office skills and typing proficiency (40+ WPM)
Strong math and analytical skills

Core Competencies

• Ability to manage high volume (15–20+ orders/day during peak seasons)
• Exceptional organization, attention to detail, and multitasking skills
• Strong communication and interpersonal abilities
• Problem-solver with a proactive, “jump in and figure it out” mindset
• Analytical thinker with a forward-looking, continuous improvement approach
• Comfortable working independently while collaborating cross-functionally