Account Manager

JOB DESCRIPTION

COMPANY OVERVIEW
The company is a contract manufacturer with over 25 years of experience, specialising in formulation and manufacturing services for both emerging and established personal care brands, major retailers, and distributors. The company converts customer innovations into finished, branded products ready for consumer markets through various channels.

The company creates solutions for lip care, sunscreen, hand sanitizer, topical ointments, hair care, pet care, and various lotions, gels, and creams. With 12 manufacturing lines, the company offers hot- or cold-filled product formulations and labels them into all major packaging categories, including bottles, sticks, tubes, tins, jars, packets, and Bag-on-Valve aerosols. Customers work closely with an in-house Research and Development laboratory and a dedicated team of chemists to develop innovative solutions that meet consumer needs.

All operations take place in an FDA-registered facility, monitored by a highly skilled Quality team to ensure compliance with cGMP standards. For global customers, the company is cleared by Health Canada and other international regulators. Additionally, regular quality and safety audits by customers are successfully completed. Many customers, including the largest ones, have maintained long-term partnerships with the company, with most relationships spanning nearly a decade. The company’s growth has largely been driven by referrals from satisfied customers.

The company’s success over the past two decades is attributed to consistently delivering quality products on time, ensuring compliance with all relevant regulations and safety guidelines. The company fosters a respectful and supportive culture, from the production floor to senior management, with all team members working together to serve both colleagues and customers.

The company is operated by a team of over 160 employees working across two shifts and utilises the Aptean ProcessPro ERP system. It is majority-owned by a small group of private investors and management.

Founded in 1995, the company has grown significantly, moving into its current facility in 2018. The plant and headquarters are located near Rockwell, NC, approximately 20 minutes east of Salisbury, NC, and about 40 minutes north of Charlotte, with 50 minutes to the Greensboro/Winston Salem area. Many team members commute from the northern suburbs of Charlotte, including Huntersville, Mooresville, Concord, or Salisbury.

Compensation for this full-time position includes a competitive base salary, health/vision/dental insurance, and PTO benefits. The company plans to establish a 401k plan in 2024.

POSITION DESCRIPTION
The Account Management Specialist will report to the President, who is heavily involved with sales and customer service. The role involves overseeing a portfolio of assigned customers, acting as the liaison between clients and various company departments to ensure the efficient flow of order information from placement to shipment. The ideal candidate will have strong leadership skills, a passion for customer satisfaction, and the ability to work onsite 5 days a week.
Depending on performance, the Account Management Specialist may have the opportunity for promotion to a Vice President, Client Service role, supervising all Account Management Specialists as the company continues to grow.

RESPONSIBILITIES
The Account Management Specialist’s responsibilities include, but are not limited to:

• Managing customer accounts in partnership with the sales team, proactively communicating via phone or email to improve the customer experience.
• Maintaining a polite and professional manner with a positive attitude to build relationships with clients.
• Engaging directly with clients, identifying their needs, presenting solutions, and resolving issues promptly.
• Implementing and streamlining efficient processes to enhance customer satisfaction and retention, suggesting changes as necessary.
• Setting, tracking, and achieving key performance metrics related to customer service, client satisfaction, and team productivity, including on-time delivery and open orders.
• Participating in weekly sales and client service team meetings to discuss issues, opportunities, and set goals.
• Acting as an escalation point for issues impacting client success and ensuring satisfactory resolution.
• Analyzing customer feedback and collaborating with internal departments for continuous improvement.
• Working with Quality Assurance and Operations teams to track order flow data, relaying relevant information to customers such as item constraints, product testing, manufacturing dates, and shipping availability.
• Maintaining customer open order reports and attending virtual meetings to address any issues per customer requests.
• Assisting customers with product art revisions, product code requests, and submitting internal change controls for bill of material updates.
• Following established company order flow procedures and maintaining relevant modules of the ERP system (Aptean ProcessPro).
• Creating internal sales reports as requested by upper management.
• Coordinating with the Shipping/Receiving department on materials received and orders ready to ship.
• Assisting the Finance department with any past due customer receivables.
• Staying aware of future customer needs and reporting opportunities for increased sales volumes or new product needs.
• Participating in Quarterly Business Reviews with customers and collecting data throughout the preceding quarter to facilitate QBR sessions.

QUALIFICATIONS

• Bachelor’s degree in Business, Marketing, or a similar field with 3-5 years of related experience.
• Experience with a company that manufactures or builds physical products.
• Knowledge of production processes, quality control concepts, and related management principles.
• Experience in pharmaceuticals, food processing, or OTC health and beauty sectors is desired but not required.
• Proven customer success or account management experience.
• Exceptional interpersonal skills and the ability to build strong relationships with clients.
• Excellent leadership skills, with a focus on coaching and team development.
• Highly organized, with the ability to multitask and manage multiple streams of work simultaneously.
• Strong problem-solving skills, with the ability to navigate complex issues and drive resolution.
• Proficiency in using ERP and CRM software.
• Excellent computer skills, including advanced knowledge of Microsoft Office products.

OPPORTUNITY
This position offers the right candidate an exciting and challenging opportunity. As a leader in the industry, the company is poised for continued rapid growth. Unlike a massive manufacturing company or one of its divisions, the company remains small with a flat management structure. The individual in this role will be a valuable and impactful member of the management team and will play an integral part in the company’s future progress.