Customer Account Manager

Position Summary

We have an opportunity for a Customer Account Manager to join our team and serve as the primary customer interface for assigned accounts. This role manages customer supply requirements, communications, and daily account execution activities. The position coordinates product supply across multiple departments while developing commercial and supply chain expertise. It offers the chance to build strong customer relationships and contribute to continuous improvement initiatives that enhance customer experience and operational performance.

The Role

• Serve as the primary customer and site contact for assigned accounts and maintain strong customer relationships supporting long-term partnerships.
• Independently manage customer communications, forecasts, purchase orders, shipments, invoicing activities, action item tracking, and overall supply execution.
• Lead customer meetings, visits, business reviews, and follow-up activities to ensure expectations are understood and achieved.
• Support demand planning and Sales & Operations Planning (S&OP) processes through forecast reconciliation, demand alignment, and identification of supply risks and opportunities.
• Coordinate cross-functional activities required to support customer product supply and successful execution of commitments.
• Partner with Planning, Materials Management, Manufacturing, Quality, Warehouse Operations, Procurement, Finance, and Commercial teams to support customer requirements and on-time delivery.
• Monitor key milestones, deliverables, inventory concerns, and execution risks while driving actions to closure.
• Develop and apply working knowledge of customer contracts including purchase order and delivery requirements, firm zones, and limits of liability.
• Support execution of contractual obligations, billing activities, invoicing requirements, and related documentation.
• Participate in customer onboarding, commercialization projects, and product lifecycle activities.
• Maintain customer files, trackers, action logs, account documentation, and audit-ready records.
• Support KPI reporting, performance reviews, business continuity planning, and communications during supply disruptions.
• Contribute to process improvements and standardization of Customer Account Management practices.
• Other duties as assigned.

The Candidate

Minimum Requirements

• Bachelor’s Degree in Supply Chain, Business Administration, Operations Management, Logistics, Engineering, or related discipline.
• Minimum three (3) years of experience in customer account management, customer service, supply chain, planning, logistics, operations, project coordination, pharmaceutical manufacturing, or related business environment.
• Strong customer relationship management, collaboration, communication, attention to detail, and analytical problem-solving skills.
• Basic knowledge of supply chain processes and customer order fulfillment.
• Working knowledge of Microsoft Office applications, including Excel, Word, PowerPoint, Teams, and Outlook.
• Ability to analyze business data and communicate recommendations effectively.
• Physical requirements: Sustained sitting at desk or workstation with use of phones, computers, and other office equipment. Static stance/standing as required. File/folder storage with non-repetitive light lifting, reaching, and forward bending as necessary. Infrequent overhead lifting up to 15 lbs., with potential to lift up to 35 lbs. and push/pull 40 lbs. Specific vision requirements include reading written documents and frequent computer use.

Preferred Skills & Background

• Experience within pharmaceutical manufacturing, life sciences, healthcare, CDMO, or regulated manufacturing environments.
• Experience supporting customer-facing activities.
• Exposure to demand planning and Sales & Operations Planning (S&OP) processes.
• Familiarity with ERP systems such as JD Edwards.
• APICS Certified in Production and Inventory Management (CPIM) or Certified Supply Chain Professional (CSCP) certification.
• Lean Six Sigma certification or training.