Account Mgr. Supervisor

Position Summary

The Account Manager Supervisor is responsible for overseeing the account management and customer service functions to ensure exceptional customer satisfaction, strong customer relationships, and effective coordination of customer requirements with internal departments. This position supervises Account Managers, monitors account performance, supports customer retention and growth, and ensures customer commitments are communicated and fulfilled in a timely manner.

The successful candidate will provide leadership, establish clear performance expectations, resolve escalated customer issues, and collaborate cross-functionally with Production, Planning, Quality, Engineering, Shipping, and other departments to support operational efficiency and business objectives.

Essential Duties and Responsibilities

1. Team Leadership and Supervision

• Supervise, coach, and develop Account Managers to ensure consistent service delivery and achievement of departmental goals.

• Establish performance expectations, monitor productivity, and provide ongoing feedback and performance evaluations.

• Assign and prioritize workloads to ensure timely responses to customer inquiries and requests.

• Identify training needs and implement procedures to improve team performance and accountability.

• Promote effective communication, teamwork, professionalism, and a customer-focused work environment.

• Address employee performance concerns in coordination with Human Resources and management.

2. Customer Relationship Management

• Maintain and strengthen relationships with key customers to promote customer satisfaction, retention, and long-term business partnerships.

• Serve as the escalation point for complex customer concerns, delivery issues, order discrepancies, and service-related complaints.

• Ensure customer inquiries, requests, and concerns are addressed promptly and professionally.

• Coordinate customer meetings and communications to review account performance, open orders, delivery commitments, and outstanding issues.

• Identify opportunities to improve customer service, expand existing accounts, and support business growth.

• Maintain confidentiality of customer information, pricing, contracts, and other proprietary business information.

3. Order Management and Delivery Performance

• Oversee the processing, review, and tracking of customer orders to ensure accuracy and timely execution.

• Monitor open orders, customer schedules, requested delivery dates, and outstanding commitments.

• Partner with Production Planning, Operations, and Shipping to communicate priorities and address potential delivery delays.

• Ensure customers receive timely updates regarding order status, schedule changes, shortages, and other issues affecting delivery.

• Review order discrepancies, expedite requests, and delivery performance trends to identify opportunities for improvement.

• Support the resolution of inventory, documentation, shipping, and invoicing discrepancies in coordination with the appropriate departments.

4. Cross-Functional Coordination

• Work closely with Production, Quality, Engineering, Planning, and Operations to align customer requirements with manufacturing capabilities and schedules.

• Communicate customer specifications, special requirements, and delivery priorities to the appropriate internal stakeholders.

• Coordinate the resolution of quality concerns, rejected materials, corrective actions, and customer complaints with the Quality Department.

• Participate in production meetings and customer-related reviews to communicate priorities, risks, and outstanding commitments.

• Escalate potential customer-impacting issues to management and recommend appropriate corrective actions.

• Promote clear communication and accountability between the account management team and internal departments.

5. Reporting and Performance Management

• Monitor key performance indicators, including on-time delivery, customer satisfaction, order accuracy, response times, backlog, and customer complaints.

• Prepare and present account status reports, performance summaries, and customer-related updates to management.

• Review customer scorecards, forecasts, and performance trends to identify risks and improvement opportunities.

• Maintain accurate customer records, order documentation, communication logs, and account information within applicable company systems.

• Analyze recurring issues and recommend process improvements to reduce errors, delays, and customer dissatisfaction.

6. Process Improvement and Compliance

• Develop, maintain, and improve account management procedures, workflows, and customer communication standards.

• Ensure the team follows company policies, established procedures, contractual requirements, and applicable customer-specific requirements.

• Support internal and external audits by maintaining accurate documentation and ensuring required records are available.

• Identify opportunities to improve efficiency, reduce administrative errors, and strengthen coordination between departments.

• Perform other related duties as assigned by management.

Qualifications

Education and Experience

• Associate or bachelor's degree in Business Administration, Operations Management, Supply Chain Management, or a related field preferred; equivalent relevant experience may be considered.

• Minimum of 3–5 years of experience in account management, customer service, sales support, or order management.

• Prior supervisory or team leadership experience required.

• Experience in manufacturing, aerospace, industrial products, or a business-to-business environment strongly preferred.

• Experience working with customer purchase orders, production schedules, delivery commitments, and quality-related customer concerns preferred.

Knowledge, Skills, and Abilities

• Strong leadership, coaching, and employee development skills.

• Excellent verbal and written communication and customer relationship management skills.

• Strong organizational skills with the ability to manage multiple priorities and deadlines.

• Demonstrated ability to resolve customer concerns, manage escalations, and exercise sound judgment.

• Ability to analyze performance data, identify trends, and develop practical solutions.

• Proficiency in Microsoft Office applications, particularly Excel, Outlook, and Word.

• Experience with ERP, CRM, order management, or manufacturing systems preferred.

• Ability to collaborate effectively with employees at all levels of the organization.

• Strong attention to detail and commitment to accuracy, accountability, and customer satisfaction.

Performance Expectations

Success in this position will be evaluated based on the individual's ability to:

• Lead and develop an effective, accountable account management team.

• Maintain strong customer relationships and improve customer satisfaction.

• Ensure timely and accurate customer communications.

• Improve on-time delivery coordination and order fulfillment.

• Resolve customer concerns efficiently and reduce recurring issues.

• Maintain accurate records and provide timely, reliable reporting.

• Collaborate effectively with internal departments to meet customer commitments.

• Identify and implement opportunities for continuous improvement.

Physical Requirements and Work Environment

The position is primarily office-based and requires frequent computer use, telephone communication, and interaction with internal departments and customers. Occasional visits to manufacturing or production areas may be required. The employee must be able to perform the essential functions of the position, with or without reasonable accommodation.

Equal Employment Opportunity

[Company Name] is an equal opportunity employer. Employment decisions are made without regard to any status protected by applicable federal, state, or local law. Reasonable accommodations may be provided to qualified individuals with disabilities in accordance with applicable law.

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