Customer Accounts Manager

Customer Operations & Service Leadership Lead and develop a team of four Customer Account Specialists including hiring, coaching, performance management, and career development. Establish a culture of responsiveness, accountability, customer advocacy, and continuous improvement. Ensure customer inquiries are acknowledged and resolved within established service levels. Maintain customer communication standards across email and order channels. Support customer relationships and associated order activity. Order Management & Execution Oversee order intake and processing through

EDI, API

integrations, CSV uploads, and manual order entry. Ensure order entry turnaround expectations are met within four hours. Coordinate closely with manufacturing and operations teams to provide accurate production and shipment visibility. Monitor shipment timing expectations and proactively communicate risks and delays. Drive order accuracy and reduce manual touchpoints. Credits, Claims & Customer Resolution Manage customer credits, deductions, shortages, mis shipments, and defect resolution processes. Approve customer credits within established authority guidelines. Investigate customer issues and identify root causes. Escalate pricing discrepancies and coordinate corrective actions. Authorize customer accommodations within company guidelines. Process Improvement & Digital Transformation Lead transformation initiatives, including utilizing AI, across customer service operations. Build, document, maintain, and train to standardized SOPs. Reduce dependency on manual communication and administrative activities. Analytics, Reporting & Business Insights Analyze customer return spreadsheets and manual return data to identify trends and opportunities. Develop reporting mechanisms and executive-level summaries. Present findings and improvement recommendations to leadership. Establish operational KPIs and performance scorecards for your employees. Create dashboards using Power BI and Microsoft tools. Leadership Expectations Develop team capability through training, documentation, and accountability. Drive ownership of metrics and corrective actions. Build cross-functional partnerships with manufacturing and operations. Promote disciplined execution and continuous improvement. Bachelor's degree preferred. Equivalent experience may be considered. 5+ years of experience in customer service, customer operations, order management, or supply chain environments. 3+ years of people leadership experience in a manufacturing, consumer goods, distribution, or operational environment. Advanced Microsoft Excel skills, experience with Microsoft reporting environments and Power BI. Experience implementing workflow automation or AI-enabled customer operations. Ability and knowledge to build SOP and scalable customer processes. Practice of supporting EDI workflows; familiarity with Orderful and Ship Station preferred. Strong process creation and documentation experience. Demonstrated ability to analyze operational data and translate findings into action. The Customer Accounts Manager is responsible for leading a high-performing customer service and order management team supporting multiple customer accounts. This role oversees all customer order intake and communication processes across multiple channels including

EDI, API, CSV

uploads, and manual order entry while ensuring an exceptional customer experience. This position serves as the primary connection point between customers, customer account specialists, and manufacturing operations to provide accurate order status, shipment visibility, issue resolution, and continuous process improvement. The ideal candidate combines strong people leadership, operational discipline, analytical capability, and technology innovation with a demonstrated ability to modernize customer operations through automation, AI, reporting, and process transformation.