Service Account Manager

Title: Service Account Manager

Location: Charlotte, NC (hybrid schedule)

Industry: Automation Machinery

The Service Account Manager plays a critical role in supporting key customer accounts by coordinating order administration, facilitating communication, and ensuring seamless service experience. This position partners closely with customers and internal technical teams to manage order activity, resolve inquiries, and uphold service standards.

Primary Responsibilities:

Account Administration — Oversee the full lifecycle of assigned customer orders while maintaining a high level of service and professionalism.

Customer Support — Serve as a primary point of contact for incoming customer inquiries, including order placement, service questions, and issue resolution.

Order Processing — Accurately process and verify orders, ensuring timely confirmation and communication with customers.

Issue Investigation — Research customer concerns, prepare documentation, collaborate with management, and ensure appropriate follow‑up.

Cross‑Functional Coordination — Work closely with technical teams, sales, and planning groups to ensure continuity of service and eliminate gaps.

Inventory Oversight — Monitor and maintain appropriate inventory levels of critical components by analyzing customer usage patterns.

Customer Relationship Management — Act as a liaison between customers and internal departments, ensuring efficient communication and resolution pathways.

Qualifications & Competencies:

• Strong written and verbal communication skills.
• Demonstrated excellence in customer service and attention to detail.
• Proficiency in Microsoft Office Suite and enterprise systems such as SAP or comparable ERP platforms.
• Effective analytical, troubleshooting, and problem‑solving abilities.

Education & Experience Requirements

• Completion of a two‑year program in Business Management or equivalent professional experience preferred.
• 3+ years of work experience in an engineering, manufacturing or technical services environment
• Foundational understanding of mechanical or machine components.
• Experience supporting customers in a service‑oriented environment.