Service Account Manager

Responsibilities

• Cook up domestic and international shipments with internal sales/customer service teams, carriers, and freight forwarders
• Prepare and ensure accuracy of all shipping and export documentation, ensuring compliance with applicable regulations and customer requirements
• Manage shipment scheduling, tracking, and coordination to meet delivery timelines
• Communicate proactively with internal stakeholders and external partners regarding shipment status and changes
• Maintain accurate and timely shipping and receiving records
• Enter and manage customer orders within the company’s ERP system
• Review orders, work instructions, and special requirements for accuracy and completeness
• Provide order confirmations, updates, and status communication directly to customers
• Serve as a direct point of contact for customers regarding orders and shipment-related inquiries
• Support coordination of issue resolution (e.g., delays, discrepancies) by working with internal teams and communicating updates to customers
• Aid customer service team with general order management and administrative support
• Maintain strong verbal and written communication with customers, vendors, carriers, and internal teams
• Support and adhere to company policies, procedures, and Quality Management System (QMS) requirements
• Identify opportunities to improve processes related to shipping, order management, and customer communication
• Perform additional projects or duties as assigned by the North America Sales Manager
• Maintain an ongoing relationship with assigned customers and commercial partners
• Ensure that the order has been entered correctly and that the customer has received acknowledgment with a realistic delivery date
• Work closely with Production Control, Purchasing, and Shipping to ensure our customers’ needs are being met

Qualifications and Experience

• A high school diploma is required.
• An associate's or bachelor's degree in a relevant field is preferred.
• A minimum of 2-5 years of customer service experience in an office setting is required.
• Manufacturing company experience is preferred.
• Preferred working knowledge of US trade compliance including import and export compliance, ITAR, NAFTA, other free trade agreements, Made in the USA rules, Harmonized tariff rules.
• Excellent communication skills and strong detail orientation are essential.
• The ability to handle multiple priorities and adapt to change with ease is required.
• Willingness to take on additional tasks and work effectively on a team is expected.
• Proficiency in Microsoft Word and Excel is required, knowledge of NOS preferred.
• Ability to rotate with other Service Representatives to provide holiday coverage is desirable.