Customer Account Manager

JOB TITLE: Customer Account Manager PRIMARY RESPONSIBILITY: Serve as the dedicated day-to-day point of contact for assigned customer accounts within a contract sheet metal fabrication environment. Manage the customer relationship and oversee order execution from purchase order through delivery, including customer inquiries, order changes, charges, scheduling, and delivery commitments.

Coordinate closely with internal departments to ensure orders are accurate, completed on time, and properly billed. Partner with customers, internal teams, and all levels of management to resolve issues, respond to changing priorities, proactively communicate risks, and ensure customer requirements are met. Monitor account activity and performance, provide timely information to leadership, and identify opportunities to improve processes, strengthen customer relationships, and support company growth.

CORE VALUES: The following list of Core Values and Behaviors are necessary to meet the minimum requirements: TEAMWORK Help each other succeed Recognize and encourage teammates Listen to understand; communicate clearly and directly Be attentive to internal customers NUMBERS FOCUSED Deliver results Analyze data for continuous improvement Take ownership and accountability Work smarter, not harder HONESTY AND INTEGRITY Honor your commitments Do the right thing, even when no one is looking Be consistent in your attitudes and actions EXCELLENCE Act with a sense of urgency and purpose Contribute to solutions Exhibit passion in serving customers Take pride in your work Constantly seek knowledge LEAN Practice blameless problem solving Share information; teach as you go Strive to improve processes Be open to new ideas Expose issues before they become problems FUN Don't take yourself too seriously Be someone who gives energy Celebrate achievements Be upbeat and positive in your interactions with others CHARACTERISTIC DUTIES: Essential Serve as the primary day-to-day point of contact for five assigned customer accounts, responding to calls, emails, and customer portal requests with urgency and professionalism Research and resolve customer inquiries related to orders, scheduling, delivery dates, pricing, invoicing, and charges Maintain a customer focus by listening actively, maintaining composure, and following every request through to completion Review incoming customer purchase orders for accuracy against quotes, pricing, drawing revisions, quantities, and lead times; resolve discrepancies before release Create, enter, and maintain Sales Orders in the ERP system with accuracy Process customer change orders, expedites, and cancellations; confirm the impact to price, schedule, and material and communicate changes to the appropriate departments Coordinate additional charges (e.

g., expedite fees, engineering changes, tooling, material surcharges, cancellation charges) with Strategic Customer Development and Accounting; document customer approval before billing Provide accurate delivery date commitments and proactive order status updates; notify customers early of any risk to a ship date along with a recovery plan Respond to changing customer priorities by reprioritizing and adjusting order schedules in conjunction with the Master Planner/Scheduler Maintain liaison with Production, Estimating, Purchasing, Shipping, Quality, and Accounting to ensure order completion Route quote requests and new business opportunities to Estimating and Business Development; follow up to ensure customers receive timely responses Support resolution of quality concerns, returns (RMAs), and credit/debit memos in partnership with Quality and Accounting Assist Accounting with invoice discrepancies and past-due inquiries for assigned accounts Maintain and communicate customer-specific requirements (packaging, labeling, shipping, documentation, and portal procedures) Maintain accurate customer records, contacts, order history, and correspondence in the ERP/CRM and account files Track and report account metrics such as on-time delivery, open orders, backlog, and past-due items; prepare account summaries for management review Provide backup coverage for other customer accounts as needed Communicate clearly and in a timely manner with customers, vendors, supervisors, and co-workers Maintain responsibilities of the ISO 9001 system in accordance with the requirements defined in the Quality Manual and Procedure Level documentation Participate actively and positively in Lean activities Keep work area clean and organized Present a professional, clean, well-groomed appearance Perform all other duties as assigned REPORTS TO: Chief Supply Chain Officer WORKS WITH: Customers, vendors, Strategic Customer Development, Planning, Production, Quality, Shipping, Accounting, and other Future Form team members SAFETY REQUIREMENTS OF POSITION: Follow all OSHA safety regulations and those set by Future Form Manufacturing.

REQUIREMENTS

Essential Minimum two years of customer service, order management, or account coordination experience, preferably in a business-to-business (B2B) environment Experience managing multiple customer accounts and shifting priorities simultaneously Excellent communication skills, both written and verbal; ability to work closely with others Pleasant telephone voice and professional manner Strong attention to detail and excellent follow-up skills Comfort working with numbers; ability to review pricing, purchase orders, and invoices for accuracy Highly organized with the ability to multitask and respond to rapid change Proficient computer skills including Microsoft Office Suite (Excel, Word, Outlook, PowerPoint); working knowledge of ERP or MRP systems required — experience with Net.

Suite strongly preferred Ability to deliver excellent customer service both externally and internally Ability to compose professional correspondence Ability to handle confidential information with discretion Anticipate supervisor and team needs; follow projects through to completion with minimal direction Strong sense of ownership and willingness to take responsibility and accountability for tasks Beneficial Prior experience in a manufacturing, contract manufacturing, or job shop environment Prior experience supporting large or strategic accounts (e.

g., data center or OEM customers) Ability to read and interpret basic manufacturing documentation (purchase orders, work orders, drawings, packing lists) Hands-on experience with ERP environments, including Sales Order entry, customer record management, saved searches, and reporting; familiarity with Hub. Spot CRM a plus High school diploma or equivalent; associate or bachelor’s degree in business administration preferred Passion for manufacturing Sit 75%, Stand 10%, Walk 10%, Bend 5%.

Maximum (minutes): Sit 240, Stand 15, Walk 10, Bend 5. Must have normal vision (with or without corrective lenses) and normal hearing (with or without hearing aid enhancement). WORKING ENVIRONMENT : Office environment; low noise level. Occasional exposure to shop environment with moderate noise level. This position will require drug testing per company policy.