A Customer Service Account Manager manages customer service for assigned customer accounts. Provides a point of contact for customers and manages communication regarding customer orders and accounts. Handles customer service requests and maintains account and order records.
Bud's Goods of NJ is seeking a customer-experience-driven Account Manager to help support our wholesale sales efforts across New Jersey. The Account Manager serves as the primary relationship manager for Bud's Goods' wholesale customers throughout New Jersey. This role is responsible for delivering an exceptional customer experience by managing customer relationships from onboarding through ongoing account support, coordinating order fulfillmentpartnering with internal teams to ensure customer expectations are consistently exceeded. The Account Manager acts as the voice of the customer within the organization, working cross-functionally with Sales, Operations, Production, Packaging, Compliance, LogisticsFinance to ensure timely, accuratecompliant delivery of productsservices. This position also identifies opportunities to strengthen customer partnerships, increase account growthimprove overall customer satisfaction. Success in this role requires exceptional communication, organization, problem-solvingrelationship-building skills while thriving in a fast-paced, highly regulated cannabis environment.
CORE COMPETENCIESSKILLS
You bring: Minimum of 2 years of experience in account management, customer success, wholesale account support, or a related customer-facing role. Prior B2B or wholesale sales experience is a plus Excellent verbal, writteninterpersonal communication skills Strong organizational skills with exceptional attention to detail Ability to manage multiple customer accountscompeting priorities simultaneously Proficiency with Microsoft Office Suite, including Excel, WordOutlook Valid driver's licenseability to travel throughout New Jersey Ability to work independently while collaborating effectively across departments
Preferred:
Cannabis industry experience Knowledge of New Jersey cannabis regulations Experience using Metrc or other seed-to-sale software Experience with CRM platforms (HubSpot, Salesforce, or similar) Bachelor's degree in Business, Sales, Marketing, or a related field (or equivalent professional experience) Exceptional customer service mindset with a passion for building lasting relationships Strong project managementorganizational abilities Excellent time managementprioritization skills Ability to solve problems proactivelymake sound business decisions Strong critical thinkinganalytical skills Professional writtenverbal communication Ability to navigate difficult conversations while maintaining positive customer relationships High degree of integrityprofessionalism when handling confidential information Adaptabilitycomfort working within a fast-paced, evolving industry Commitment to Bud's Goods' mission, valuescustomer-first philosophy
Serve as the primary point of contact for assigned wholesale accounts throughout New Jersey Buildmaintain strong, long-term customer relationships through proactive communicationexceptional service Conduct customer onboardingensure a seamless transition from contract execution through first delivery Coordinate customer orders from purchase order through fulfillment, ensuring accuracytimely execution Prepare sales quotes, manifests, invoices, Certificates of Analysis (COAs)other required documentation Partner closely with Operations, Production, Packaging, ComplianceLogistics to ensure customer expectations are met Schedule deliveries while maintaining clear communication regarding order status, delays, or changes Conduct regular customer check-ins to understand business needs, gather feedbackidentify opportunities for continued partnership Educate customers on available products, services, inventory updatesnew product launches Monitor customer satisfactionproactively resolve issues while maintaining a high level of professionalism Support organic growth within existing assigned accounts by identifying customer needs, product adoption opportunities, and opportunities to strengthen existing partnerships. Maintain accurate customer records, communications, forecastssales activity within the Company's CRM platform Ensure all customer interactionstransactions comply with New Jersey cannabis regulationsinternal policies Work collaboratively across departments to improve customer experienceinternal processes Represent Bud's Goods at customer meetings, facility visits, networking eventsindustry functions as needed Assist with process improvements, SOP updatescustomer service initiatives
SUCCESS IN THIS ROLE
Performance in this role may be evaluated based on: Customer satisfactionrelationship management Customer retention Revenue growth and product adoption within existing assigned accounts Response time to customer inquiries Accuracy of order processingdocumentation CRM utilizationaccount documentation Cross-functional collaboration On-time delivery coordination Issue resolutioncustomer feedback Compliance with state regulationsCompany procedures
PHYSICAL REQUIREMENTS
Occasional lifting of up to 25 pounds Extended periods of sitting, computer workcustomer meetings
WORK ENVIRONMENT
Primarily office-based with frequent travel to customer locations throughout New Jersey. May require occasional evening or weekend work based on customer needs or business operations.
EQUAL OPPORTUNITY EMPLOYER
Bud's Goods of NJ is an Equal Opportunity Employer committed to fostering an inclusive workplace free from discrimination, harassmentretaliation. #ENGHP
