Account Manager

The Account Manager serves as the primary point of contact for assigned customer accounts and manages the customer journey from project kickoff through order execution, shipment coordination, and post-shipment follow-up. This role combines customer relationship management, project coordination, order administration, and sales support to ensure projects are delivered accurately, on time, and in alignment with customer expectations and CFX business goals.

MAJOR RESPONSIBILITIES

• Learn and understand the CFX product portfolio and be prepared to discuss CFX products and services with internal and external customers.
• Manage assigned customer accounts by serving as the primary contact for customer communication, project updates, issue resolution, and day-to-day account support across multiple active projects.
• Lead project coordination from kickoff through completion by defining scope, gathering project requirements, organizing research and architectural/construction documents, and aligning internal teams to customer expectations.
• Prepare, review, and process key project transactions including quotes, bids, sales orders, change orders, pull documents, editable forms, and related account documentation with a high degree of accuracy and timeliness.
• Coordinate cross-functionally with Drafting, Programming, Purchasing, Production, Shipping, Accounting, and other internal teams to keep projects moving, resolve obstacles, and support on-time execution.
• Support pricing, estimating, and special order activity for assigned accounts, including custom items, restroom partitions, wainscot/window sill orders, rollout activity, and other customer-driven projects as assigned.
• Conduct proactive customer follow-up before and after shipment, maintain clear records of communication and next steps, and escalate significant risks, scope changes, or service concerns to leadership as needed.
• Partner with the Warranty Specialist on post-installation and service-related matters by routing warranty claims, supporting documentation gathering, and coordinating customer communication as needed, while leaving warranty ownership, coding, field service administration, and corrective action workflow with the Warranty Specialist.
• Provide coverage for team members during PTO and assist with departmental priorities to ensure continuity of service and team success.
• Required to follow all company Safety Rules and Procedures. (including but not limited to PPE)
• Required to maintain consistent and acceptable attendance according to the assigned schedule provided by the manager as well as the Team Member Handbook.
• Meet departmental goals and defined key performance indicators (KPIs).
• Other duties as assigned.

• High school diploma or GED required; associate degree or bachelor’s degree in business, project management, sales, or related field preferred.
• 3 years of experience in customer service, account management, project coordination, sales support, or related customer-facing role required.
• Experience managing multiple customers, projects, or accounts simultaneously required.
• Experience with quotes, bids, sales order entry, purchasing requests, and ERP/order management systems preferred.
• Experience in manufacturing, millwork, construction support, restaurant, retail fixture, or facility-related environments preferred.
• Strong ability to resolve customer issues, manage expectations, and escalate concerns appropriately.
• Estimating, pricing, or project coordination experience preferred.
• Experience working cross-functionally with internal departments and external customers required.
• Ability to work independently and as part of a team.

SKILLS/COMPETENCIES

• Strong customer relationship management and communication skills.
• Strong organization, prioritization, and time management across many open projects and customer needs.
• High attention to detail and accuracy in order processing, documentation, and follow-up.
• Proven ability to manage multiple deadlines and shifting priorities in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Ability to de-escalate concerns and maintain professionalism under pressure.
• Resourceful, proactive, and solutions-oriented mindset.
• Proficient in INFOR/Visual or similar ERP system, Smartsheet, SharePoint, Microsoft Word, Excel, and Outlook.
• Ability to collaborate effectively across departments and demonstrate a “We Not Me” team mindset consistent with CFX values.
• Possesses the ability to understand and follow instructions.
• Ability to work collaboratively and well with teammates.

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