Account Manager

Responsibilities

• Customer expectations are clear, documented, and consistently met.
• Orders and master data are accurate (right part/revision/price/requirements).
• Forecasts are managed and translated into actionable internal demand plans.
• Launches are executed with disciplined APQP planning and cross-functional readiness.
• Delivery and quality issues are addressed quickly with transparent updates and closure

**Customer communication and service**

• Serve as the primary customer contact; maintain a consistent cadence of updates (open orders, risks, launches, issues).
• Respond quickly and professionally; set and meet clear next-step commitments.
• Run/participate in customer reviews (weekly check-ins, monthly forecast calls, QBRs as appropriate).

**Quoting, estimating coordination and follow-up**

• Prepare quote information for estimating/engineering; ensure assumptions and lead times are clear.
• Track quote pipeline; follow up systematically to drive closure and communicate status internally.

**Sales Order Entry and Work Order Creation**

• Enter Sales Orders accurately and promptly in ERP: part, revision, quantities, dates, pricing, terms, ship-to, packaging, labeling, certifications, and special quality requirements.
• Initiate/coordinate Work Order creation and release process per scheduling rules.

**Forecast management**

• Collect and manage customer forecasts; reconcile changes (spikes/pulls/pushes/cancellations).
• Coordinate with Planning/Materials on capacity and material constraints; communicate impacts to customers early.

**New product launch (APQP)**

• Prepare new product launches using APQP discipline: contract review, documentation expectations, and customer schedule expectations.
• Facilitate scheduling cross-functional launch meetings

**ERP master data/system setup (Items and Routers)**

• Coordinate setup/maintenance of Items, Routers, BOMs (if applicable), revisions, standard times, outside processing steps, and customer-specific requirements.
• Ensure revision control and alignment to approved drawings/specs and quote assumptions.

**Internal production monitoring and on-time delivery**

• Monitor WIP and open orders; confirm priorities are reflected in the production plan.
• Escalate risks early (material, capacity, quality holds, outside processing delays) and coordinate recovery plans.
• Provide realistic ship dates backed by internal verification.

**Issue management (delivery, quality, service recovery)**

• Quarterback containment and communication during issues; coordinate corrective actions with Quality/Engineering/Operations.
• Maintain an issues log and ensure commitments are met through closure.

**Behavioral expectations (how success is achieved)**

• **Proactive:**communicates risks before they become problems; confirms requirements in writing.
• **Responsive:**acknowledges customer requests within hours, not days; provides next-step commitments.
• **Positive and solution-oriented:**offers options, not excuses; maintains calm professionalism under pressure.
• **Ownership mindset:**drives cross-functional follow-through and closes the loop.

**Response-time standards (internal)**

• Customer emails/calls: acknowledge within 2 business hours (sooner when possible).
• Delivery/quality escalation: acknowledge within 60 minutes during business hours.
• Quotes/feasibility: respond within 1 business day with answer or committed due date.