Inside Account Manager

Job Summary: 

The Inside Account Manager serves as the primary liaison between the company and assigned customer accounts, ensuring exceptional service throughout the entire customer lifecycle. This position is responsible for managing customer relationships, coordinating order fulfillment, maintaining accurate forecasts, supporting quotation activities, and resolving customer inquiries while working collaboratively with Sales, Operations, Engineering, Planning, Quality, and Finance. 

The Inside Account Manager plays a critical role in delivering an outstanding customer experience by ensuring accurate order processing, proactive communication, timely issue resolution, and adherence to customer and regulatory requirements. Success in this role requires strong relationship management skills, attention to detail, sound business judgment, and the ability to effectively manage multiple priorities in a fast-paced manufacturing environment.
 

Essential Functions*:  

Customer Account Management

• Manage assigned house accounts and serve as primary internal contact for customer inquiries
• Participate in customer meetings and provide status updates as required
• Maintain and monitor customer supplier portals
• Support customer payment follow-ups and issue resolution

Order Management & Fulfillment

• Review customer purchase orders (POs) for terms and conditions compliance
• Enter and manage orders in ERP system (Syspro)
• Coordinate ship dates with Operations and communicate confirmations to customers
• Process cash-in-advance and credit card orders, including issuing pro-forma invoices
• Maintain accurate documentation and filing of all order-related records

Customer Concurrence Management

• Initiate customer concurrence requests related to product or supplier changes
• Complete and submit required concurrence documentation
• Assign tracking numbers and monitor approvals
• Participate in bi-weekly concurrence meetings and provide updates

Engineering Order Coordination

• Process engineering-related orders and submit supporting documentation
• Generate and submit non-standard lead sheets to Engineering
• Coordinate order approval, booking, and customer communication

Expediting & Order Changes

• Manage customer expedite requests including ship date changes, quantity adjustments, and order cancellations
• Submit expedite requests to Operations/Planning and communicate outcomes to customers
• Update order records and provide timely customer acknowledgments

Forecasting

• Maintain and update customer forecasts within the ERP system
• Enter new releases and adjust forecast quantities as needed
• Participate in forecast review meetings to support planning accuracy

Returns & Complaint Handling (RMA Process)

• Initiate customer complaints and manage RMA process end-to-end
• Create required financial approval documentation (ARDAF)
• Enter and track complaints in internal systems
• Process RMA orders and replacement shipments
• Issue customer credits when applicable and close RMAs

Quoting & Pricing Support

• Receive and process customer RFQs
• Coordinate with Business Development Managers (BDMs)
• Prepare and issue quotes including standard pricing and custom quotes with engineering input
• Maintain quote tracking tools and documentation

Documentation & Compliance

• Provide customers with required documentation such as shipping documents, SDS, and UN/DOT certifications
• Maintain and update company registration in SAM.gov
• Ensure compliance with all customer and regulatory requirements

Reporting & Administrative Support

• Generate and distribute weekly open order reports
• Support invoice distribution and customer account statements
• Maintain organized records and documentation in shared systems

Education / Training / Skills / Experience: 

Required Qualifications

• Associate's degree in Business Administration, Supply Chain, Marketing, or related field, or equivalent work experience.
• Minimum of 5 years of experience in customer service, account management, inside sales, or order management within a manufacturing environment.
• Experience working with ERP systems (Syspro preferred).
• Strong Microsoft Office proficiency, particularly Excel.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Ability to prioritize multiple projects while meeting deadlines.
• Demonstrated problem-solving and customer relationship management skills.

Preferred Qualifications

• Bachelor's degree in Business, Supply Chain Management, or related discipline.
• Experience supporting OEM or industrial manufacturing customers.
• Experience with forecasting and production planning.
• Experience working in ISO or highly regulated manufacturing environments.
• Familiarity with export documentation and international shipping requirements.

Key Competencies

• Customer Relationship Management
• Communication
• Problem Solving
• Attention to Detail
• Organization & Planning
• Customer Focus
• Adaptability
• Accountability

Work Environment

• This position is hybrid out of the Raynham, MA office. 

Nice to Have

• Experience with government or defense contracting documentation.
• Experience supporting international customers.
• Knowledge of battery manufacturing or other regulated manufacturing industries.
• Experience with customer portals and EDI systems.

Physical Requirements:

• Prolonged periods of sitting and computer work.
• Frequent use of telephone and computer systems.
• Occasional standing, walking, and visits to manufacturing areas.
• Ability to lift up to 15 pounds occasionally.