Inside Account Manager

Job Summary:

The Inside Account Manager serves as the primary liaison between the company and assigned customer accounts, ensuring exceptional service throughout the entire customer lifecycle. This position is responsible for managing customer relationships, coordinating order fulfillment, maintaining accurate forecasts, supporting quotation activities, and resolving customer inquiries while working collaboratively with Sales, Operations, Engineering, Planning, Quality, and Finance. The Inside Account Manager plays a critical role in delivering an outstanding customer experience by ensuring accurate order processing, proactive communication, timely issue resolution, and adherence to customer and regulatory requirements. Success in this role requires strong relationship management skills, attention to detail, sound business judgment, and the ability to effectively manage multiple priorities in a fast-paced manufacturing environment. Essential Functions•: Customer Account ManagementManage assigned house accounts and serve as primary internal contact for customer inquiriesParticipate in customer meetings and provide status updates as requiredMaintain and monitor customer supplier portalsSupport customer payment follow-ups and issue resolutionOrder Management & FulfillmentReview customer purchase orders (POs) for terms and conditions complianceEnter and manage orders in ERP system (Syspro)Coordinate ship dates with Operations and communicate confirmations to customersProcess cash-in-advance and credit card orders, including issuing pro-forma invoicesMaintain accurate documentation and filing of all order-related recordsCustomer Concurrence ManagementInitiate customer concurrence requests related to product or supplier changesComplete and submit required concurrence documentationAssign tracking numbers and monitor approvalsParticipate in bi-weekly concurrence meetings and provide updatesEngineering Order CoordinationProcess engineering-related orders and submit supporting documentationGenerate and submit non-standard lead sheets to EngineeringCoordinate order approval, booking, and customer communicationExpediting & Order ChangesManage customer expedite requests including ship date changes, quantity adjustments, and order cancellationsSubmit expedite requests to Operations/Planning and communicate outcomes to customersUpdate order records and provide timely customer acknowledgmentsForecastingMaintain and update customer forecasts within the ERP systemEnter new releases and adjust forecast quantities as neededParticipate in forecast review meetings to support planning accuracyReturns & Complaint Handling (RMA Process)Initiate customer complaints and manage RMA process end-to-endCreate required financial approval documentation (ARDAF)Enter and track complaints in internal systemsProcess RMA orders and replacement shipmentsIssue customer credits when applicable and close RMAsQuoting & Pricing SupportReceive and process customer RFQsCoordinate with Business Development Managers (BDMs)Prepare and issue quotes including standard pricing and custom quotes with engineering inputMaintain quote tracking tools and documentationDocumentation & ComplianceProvide customers with required documentation such as shipping documents, SDS, and UN/DOT certificationsMaintain and update company registration in SAM.govEnsure compliance with all customer and regulatory requirementsReporting & Administrative SupportGenerate and distribute weekly open order reportsSupport invoice distribution and customer account statementsMaintain organized records and documentation in shared systemsEducation / Training / Skills /

Experience:

Required QualificationsAssociate's degree in Business Administration, Supply Chain, Marketing, or related field, or equivalent work experience.

Minimum of 5 years of experience in customer service, account management, inside sales, or order management within a manufacturing environment.

Experience working with ERP systems (Syspro preferred).Strong Microsoft Office proficiency, particularly Excel.

Excellent verbal and written communication skills.

Strong organizational and time management skills.

Ability to prioritize multiple projects while meeting deadlines.

Demonstrated problem-solving and customer relationship management skills.

Preferred QualificationsBachelor's degree in Business, Supply Chain Management, or related discipline.

Experience supporting OEM or industrial manufacturing customers.

Experience with forecasting and production planning.

Experience working in ISO or highly regulated manufacturing environments.

Familiarity with export documentation and international shipping requirements.

Key CompetenciesCustomer Relationship ManagementCommunicationProblem SolvingAttention to DetailOrganization & PlanningCustomer FocusAdaptabilityAccountabilityWork EnvironmentThis position is remote eligible, but with preference given to candidates located near one of our facilities (Raynham, MA; Houston, TX; Newark, NY)Nice to HaveExperience with government or defense contracting documentation.

Experience supporting international customers.

Knowledge of battery manufacturing or other regulated manufacturing industries.

Experience with customer portals and EDI systems.

Physical Requirements:

Prolonged periods of sitting and computer work.

Frequent use of telephone and computer systems.

Occasional standing, walking, and visits to manufacturing areas.

Ability to lift up to 15 pounds occasionally.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

Ultralife Corporation is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, color, religion, sexual orientation, gender identity, national origin, citizenship, sex, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department via phone at 315- 332-7100