Customer Account Representative

POSITION SUMMARY

The Customer Account Representative is the primary liaison for assigned customers, managing accounts from order receipt through delivery. The role ensures accurate communication, coordinated execution, and customer satisfaction through close partnership with Planning, Purchasing, Production, Quality, Logistics, and Engineering.

ESSENTIAL DUTIES AND RESPONSIBILITIES                                   

• Serve as the primary contact for assigned accounts, build customer relationships, and respond promptly to order, inventory, shipment, documentation, and project inquiries.
• Communicate proactively regarding delays, supply constraints, operational risks, and changes affecting customer commitments.
• Process and validate purchase orders and demand plans; manage revisions, special requests, forecasts, open orders, and fulfillment updates.
• Support product launches, onboarding, business reviews, and account meetings by coordinating timelines, artwork, specifications, packaging, documentation, and milestones.
• Coordinate customer-initiated Engineering Changes through internal review, approval, documentation, implementation, and customer communication.
• Partner with Planning, Purchasing, Production, and Logistics to align demand, inventory, shipments, delivery requirements, backorders, and supply-disruption response.
• Coordinate certificates, specifications, quality and regulatory documents, BOMs, artwork, approvals, and other customer requirements.
• Maintain accurate account records, Engineering Change documentation, and ERP/CRM data.
• Perform other duties as assigned.
• Associate’s degree required; bachelor’s degree in Business, Supply Chain, Communications, or a related field preferred.
• Three or more years of experience in customer service, account management, order management, or supply chain coordination.
• Manufacturing, contract manufacturing, pharmaceutical, OTC, cosmetic, or other regulated-industry experience preferred.
• ERP experience and proficiency with Excel, Outlook, and Word required; CRM experience preferred.
• Strong customer service, communication, relationship-building, organization, problem-solving, and analytical skills.
• Ability to manage competing priorities, collaborate across departments, and maintain accuracy and responsiveness in a fast-paced environment.
• Knowledge of manufacturing processes, inventory management, and supply chain operations preferred.

QUALIFICATIONS

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

Work is primarily office-based and requires frequent customer and internal communication, regular computer and phone use, and occasional travel. The role may enter production, warehouse, or laboratory areas and must follow applicable safety, quality, sanitation, security, confidentiality, and PPE requirements.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.