Customer Account Manager

Position Summary

The Customer Account Manager at Ward Manufacturing is responsible for independently managing day-to-day operations and communications for key and strategically aligned customer accounts. This role builds on the foundational responsibilities of the Customer Account Representative but emphasizes autonomy, technical quoting proficiency, and end-to-end ownership of customer satisfaction.

As a trusted liaison between customers and internal operations, the Customer Account Manager plays a critical role in maintaining clean order flow, accurate forecasting, and profitable quoting — all while coordinating real-time production and shipping adjustments. This role represents the next phase in career development within the Customer Account team and requires fluency in blueprint reading, material sourcing, and process understanding.

Key Responsibilities

Customer Ownership & Communication

• Serve as the primary internal point of contact for a portfolio of key and development-tier customers as assigned by the Sales Manager
• Communicate proactively and professionally with customer buyers regarding orders, schedules, expedites, and quote requests
• Develop a strong understanding of customer preferences, standards, and expectations to provide responsive and personalized service
• Lead resolution of customer issues (e.g., delays, revisions, changes) from initial discovery through internal coordination and final resolution

Order Entry & Forecast Management

• Enter customer orders into the ERP system (JOBboss) with minimal oversight and consistently high accuracy
• Maintain forecast updates for assigned accounts and verify alignment with material planning
• Ensure jobs are entered with all necessary technical and scheduling details to protect downstream operations
• Monitor job margin impact and proactively address pricing or purchasing concerns to maintain quoting integrity

Quoting & Estimating

• Independently prepare and submit quotes for parts or projects with expected annual revenue under $10,000
• For quotes above $10,000 in expected revenue, route through a peer Account Manager or the Sales Manager for second-review and approval
• Confidently read blueprints and apply understanding of Ward’s manufacturing processes, tooling, and outside services to support accurate quoting
• Coordinate with the Toolroom, Sales Manager, or GM for any technical data required to complete a quote
• Source material and process quotes from vendors as needed

Internal Coordination

• Act as the primary bridge between customer expectations and internal execution by coordinating with Production, Shipping, and Purchasing
• Uphold schedules and drive alignment across departments as customer needs shift
• Lead internal job corrections or revisions when customer-driven changes arise

Mentorship & Best Practices

• Serve as an informal mentor and role model to Account Representatives by demonstrating accuracy, responsiveness, and technical skill
• Share knowledge, tools, and techniques with junior team members to support their development
• Participate in continuous improvement initiatives for internal quoting, communication, and scheduling processes

Authority & Decision-Making

• Authorized to submit quotes independently for projects with <$10K annual revenue
• Must obtain a second set of eyes (Another Customer Account Manager or the Sales Manager) for any quote with expected annual revenue ≥ $10K
• Lead customer-facing communications, issue resolution, and order entry decisions with minimal oversight
• Follow internal processes for credit approval, QA escalations, and expedite requests

Success Metrics

• Volume of order entry (tracked weekly by number of orders entered)
• Sustained revenue levels from assigned customer accounts
• Customer satisfaction and communication responsiveness
• Resolution lead time for customer issues or complaints
• Forecast accuracy and proactive schedule management

Qualifications & Attributes

• Demonstrated success in a Customer Account Representative role or equivalent experience in customer operations within manufacturing
• High proficiency in blueprint reading and Job quoting
• Excellent written and verbal communication skills
• Proficient in ERP systems (JOBboss preferred) and Microsoft Excel
• Strong attention to detail and follow-through
• Curious, self-directed, and eager to deepen technical understanding of Ward’s operations and products
• Willing to support and coach junior team members as part of team culture

Pay: From $80,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Application Question(s):

• How many years of experience do you have in a similar role?
• How many years of experience do you have in manufacturing?
• Can you read blueprints?
• What ERP systems are you familiar with?
• Do you have experience maintaining order flow, accurate forecasting and profitable quoting?
• What is your desired salary?

Work Location: In person

Salary : $10,000 - $80,000