Account Manager

Key Responsibilities

• Serve as the primary point of contact for assigned clients, managing daily communication and maintaining strong client relationships.

• Coordinate communication between clients and internal departments to ensure alignment of priorities, timelines, and operational requirements.

• Monitor account performance and KPIs, ensuring service levels and operational goals are consistently met.

• Investigate and resolve claims and chargebacks, including root cause analysis and coordination of corrective actions.

• Manage and coordinate value-added service projects such as reworks, product conversions, time studies and kitting initiatives.

• Prepare and present client reporting, including weekly performance updates and Quarterly Business Reviews (QBRs).

• Maintain and update account documentation, including Standard Operating Procedures (SOPs), pricing agreements, and operational guidelines.

• Coordinate inventory-related requests and special projects, including donation and disposal orders.

• Collaborate with operations, freight forwarders, and international teams to support efficient order fulfillment and shipment execution.

• Escalate operational issues as needed and assist in cross-functional problem solving to maintain service levels.

• Support continuous improvement initiatives to enhance operational efficiency and client satisfaction.

• It is necessary to become Hazmat certified and help guide/manage all hazmat processes.

• Manage accounts receivable collections process to ensure prompt payment from customers and resolve billing issues with customers.

• Supervises customer service representatives servicing accounts and coordinates daily workflow.

• Negotiates updated pricing with assigned clients for any new or changed processes.

• Insures all AdHoc services are entered into the billing system daily/monthly for invoicing requirements.

• Assist with client visits, business reviews, account planning, and forecasting activities.

• Manage supply inventory and place orders when needed.

• Perform and direct quality inspections.

Qualifications

• Bachelor’s degree in Business, Supply Chain, Logistics, or related field preferred.

• 3–5+ years of experience in account management, supply chain, logistics, or operations.

• Advanced Microsoft Office and software applications skills, specifically Excel, Power Point, Smartsheet and Word.

• Experience working with client-facing roles and cross-functional teams.

• Experience working with beauty products, such as hair care products and cosmetics preferred.

• Experience working with hazmat with hazmat certification preferred.

• Strong analytical and problem-solving skills, with the ability to investigate operational issues and identify solutions.

• Excellent communication and relationship management skills.

• Experience with ERP, WMS, and order management systems preferred.

• Ability to manage multiple priorities in a fast-paced environment, while maintaining strong organizational skills.