Job Description

Account Manager
Franklin, MA


  • Manage and provide exceptional customer service to all assigned BDM’s and their customer base:
  • Quotes and maintain pricing for assigned clients
  • Enter orders for assigned clients in ERP system as required
  • Document all non-order activities in Customer Relationship Management (CRM) system
  • Maintain and update account notes for all delivery locations
  • Set-up and maintain e-Commerce templates for assigned clients
  • Problem resolution regarding, orders, pricing, complaints and or service levels
  • Collaborate and build strong relationships with key stake holders and internal teams to support needs of the Business Development Managers and their customers.
  • Educate customers and team about additional products and services which are available.
  • Qualify leads and inquiries - distribute to appropriate parties as needed.
  • Create and monitor customer stocking agreements in Customer Relationship (CRM) system against monthly actual usage trends and implement or recommend updates as needed
  • Recommend opportunities for new projects, products or services to Business Development Manager and/or the client
  • Prepare quarterly usage forecasts for review with BDMs and other leadership
  • Attend Quarterly Business Reviews (QBRs) with BDMs as required
  • Identify opportunities for improvement with order and/or delivery operations and implement or recommend improvements as needed.
  • Participate in team, customer or departmental tasks/projects as assigned by manager.
  • Provide as back up support to Manager’s accounts when needed.
  • Follow company policies, procedures, designated SOPs and Work Instructions.
  • Comply with all safety guidelines and standards as dictated by 5S practices.
  • Maintain and promote both an environment of continuous improvement and lean manufacturing practices.
  • Ad hoc projects and other duties as assigned.

Qualifications and Requirements:

  • Minimum 5+ years’ experience in customer service
  • Bachelor’s degree preferred
  • Understands urgency and when to escalate
  • to the appropriate party when necessary.
  • Ability to handle stressful situations, multi task, and problem solve.
  • Experience with ERP system and Customer Relationship Management (CRM) application
  • Strong interpersonal skills and ability to work with others in a positive and collaborative manner always.
  • Proven time management skills.
  • Ability to adapt in a fast-paced environment and prioritize with competing deadlines.
  • Must be flexible and able to adapt to changes in priorities with minimal supervision.
  • Excellent organizational skills, advanced attention to detail skills, and outstanding follow up.
  • Punctual, regular and consistent attendance
  • Experience reviewing purchase orders in an order management system.
  • Highly Proficient in using a PC, the internet and MS Office skills (Outlook, Word, Excel, PowerPoint)
  • Exceptional written and verbal communication skills.
  • Sales Rep Support: 5 years (Required)
  • Supporting Top Accounts: 5 years (Required)

Application Instructions

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