Customer Account Manager

The Customer Account Manager (CAM) acts as the customers’ primary contact to liaise between customer and multidisciplinary JHS teams to support the successful execution of the day‑to‑day contract manufacturing services and activities for commercial supply of products.

Essential responsibilities include but are not limited to:

Act as primary customer/site contact for matters related to contract manufacturing services and activities at assigned accounts.

Comply with Customer Account Management Playbook.

Create sales orders in the system in line with the customers’ requested delivery date(s) and timely acknowledge receipt of customer purchase orders.

Ensure forecasting and purchase order submission requirements are met and consistently adhered to, for each customer/account relationship.

Communicate any delays or changes in the schedules to clients, and proactively update all appropriate stakeholders.

Ensure customer is timely and correctly invoiced for all products and services provided (Right First Time).

Verify that customer provides POs with correct information including, but not limited to: pricing, payment terms (if applicable), appropriate terms of supply agreements, etc.

Track customer requested metrics (in coordination with the respective KAD) such as On Time Delivery (OTD), batches rejected, deviation closure times and other Key Performance Indicators (KPI) for customers and provide feedback to management.

Co‑ownership with KADs of regularly cadenced meetings with clients such as business review meetings, joint steering committee meetings, governance meetings, etc.

Communicate regularly with internal departments and provide updates to ensure adherence to the scheduled/planned manufacturing activities, including operational status and escalation issues to KADs.

Ensure effective communication of manufacturing timelines, status and needs to all team members and stakeholders.

Communicate any and all scope change concerns to KAD.

Analyze and present potential solutions to customer issues. Interact with Quality Assurance and Maintenance departments to ensure production issues are dealt with promptly and with appropriate quality input.

Meet and maintain compliance in ComplianceWire.

Accompany client in plant for scheduled activities, as needed.

Where/If applicable, work with project management team to transition customer projects to CAM team at appropriate time as determined by KAD/VP of Sales & Marketing.

All other duties as assigned.

Qualifications

Bachelor’s degree in a science‑related/business‑related field with 3 years’ experience or, 10 years of direct relevant experience.

Prior experience managing commercial business relationships in a contract manufacturing services environment, representing the entity offering those contract manufacturing services.

Microsoft office required.

Possess current pharmaceutical industry knowledge strongly preferred.

Convey the ability to persuade and influence within a matrixed organization.

Maintain customer relationships and effectively manage expectations.

Proactively and routinely identify issues and appropriately present those, together with solutions, to the Jubilant HollisterStier organization.

Employ necessary and appropriate interpersonal skills to effectively manage conflict and positively influence outcomes.

Required Skills

Customer Service

Bachelor's Degree

FDA Regulations

Excellent Communication Skills

Experience in a Manufacturing Environment

This is an on‑site, full‑time position located in Spokane, WA.

Compensation
Hiring Wage: $77,969 - $114,000 annually depending on experience, with opportunity for growth, promotion and annual raises. See full list of benefits below for our complete compensation package.

Benefits

Medical, Dental, Vision, Flexible Spending and Health Savings Accounts

Life, AD&D, Short and Long Term Disability

401(k) with company match

Generous paid time off plan

Employee Assistance Program

Optional Benefits

Voluntary Life and AD&D for employee & family

Supplemental Medical coverage (Critical Illness, Hospital Indemnity and Accident coverages)

Pet Insurance

ID Theft Protection

Perk Spot Discount Program

Midpoint and above is reserved for employees who have longevity with Jubilant HollisterStier and consistently exhibit outstanding performance over a period of time in the role.

EEO & Diversity
Jubilant HollisterStier is an EEO/AA Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If you require assistance applying for a position, please contact our HR Department at JHS-TalentAcquisition@jubl.com.

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