Sr. Account Manager

About the Role

The role leads end‑to‑end customer management, interpreting contract requirements, providing proactive order status updates, maintaining customer schedules, coordinating demand changes with Planning, and managing customer return processes. It ensures full compliance with contracts by partnering with Contract, Pricing, Sales, and Accounts Receivable, while monitoring contract performance, tracking delivery requirements, and maintaining executive contract summaries. The incumbent drives customer service excellence by championing initiatives that increase satisfaction, reduce cycle time, lower cost, and improve quality through strong team collaboration. Responsibilities include maintaining accurate data on customer portals, collaborating with Operations, HPWTs, Engineering, and Sales & Marketing to address issues, and owning recovery for RED metrics by identifying root causes and developing solutions. Continuous, transparent communication is provided to customers throughout the production and delivery cycle, and the role supports Accounts Receivable by resolving contested invoices to improve DSO. Additional duties involve leading customer service activities for new program development, driving continuous‑improvement initiatives with global support teams, leading customer calls, developing delivery schedules, and ensuring milestone dates are met. The position mentors junior Account Managers, fostering their development and strengthening team capability, and requires expert knowledge of MFGPRO, C360, document‑management tools, pending/hold reports, and quality‑tracking systems to proactively resolve customer‑impacting issues. • Lead end‑to‑end customer management and ensure contract compliance. • Provide proactive order status updates and maintain customer schedules. • Coordinate demand changes with Planning and manage customer return processes. • Monitor contract performance and create executive contract summaries. • Champion initiatives to boost satisfaction, reduce cycle time, cut costs, and improve quality. • Maintain accurate data in customer portals and drive process improvements. • Collaborate with Operations, Engineering, Sales & Marketing to resolve issues and align priorities. • Own recovery for RED metrics, identify root causes, and develop solutions. • Resolve contested invoices to support Accounts Receivable and improve DSO. • Lead customer service activities for new program development. • Drive continuous improvement with global support teams. • Lead customer calls, develop delivery schedules, and meet milestone dates. • Mentor junior Account Managers and strengthen team capability. • Maintain expert knowledge of MFGPRO, C360, and related tracking systems.

Key Responsibilities

• ▸customer management
• ▸contract compliance
• ▸order tracking
• ▸metrics recovery
• ▸invoice resolution
• ▸mfgpro

What You Bring

Qualifications include a high school diploma or GED, at least three years of customer service or account‑management experience, and legal authorization to work in the United States without sponsorship. Candidates must meet export‑control requirements, be within 50 mi of Beltsville, MD (with active‑duty military exemption), and will not receive relocation benefits. Success in this role depends on strong judgment, strategic thinking, and decision‑making skills, as well as excellent teamwork, market‑analysis understanding, and exceptional interpersonal and communication abilities. The individual must demonstrate strong business acumen, high proficiency in Microsoft Office, MRP/ERP systems and web portals, and advanced analytical and problem‑solving capabilities. • Communicate transparently throughout production and delivery cycles. • Meet minimum qualifications: high school diploma/GED and 3+ years of customer service/account management experience. • Be legally authorized to work in the US without sponsorship and satisfy export‑control eligibility. • Reside within 50 mi of Beltsville, MD (active‑duty military exemption applies).

Requirements

• ▸high school
• ▸3+ years
• ▸microsoft office
• ▸erp systems
• ▸problem solving
• ▸strategic thinking

Benefits

The company is committed to equal employment opportunity, providing reasonable accommodations upon request, and offering benefit programs that may vary based on location, hire date, and collective bargaining agreements.

Work Environment

Office Full-Time