Customer Service Account Manager

Location: Rumford, RI.
Salary: $69,000 - $101,000 per year (guideline only).
What you’ll do: Serve as the primary point of contact for assigned customer inquiries and represent the voice of the customer within the facility.
Review contracts and orders to confirm customer requirements are understood and processed correctly, including export requirements.
Support demand alignment to ensure customer needs are met.
Ensure customer portal requirements are fulfilled.
Help ensure compliance with export control regulations (ITAR / Commerce), as applicable to the role.
Provide proactive updates on order status throughout the production cycle, anticipating customer needs.
Coordinate and support contract pricing, delivery, and administration requirements from proposal through shipment, ensuring alignment with company policies and terms and conditions.
Prepare quotations and longer‑term agreement pricing for legacy business.
Partner closely with operations support, engineering, and sales/marketing to deliver on customer commitments.
Provide backup support for Customer Service and take on other duties as assigned.
Coordinate cross‑functional efforts to meet customer commitments and support issue resolution through mutually acceptable solutions, including communicating plant recovery plans when needed.
Assess delivery options across market channels (direct or through distribution).
Manage customer metrics and the customer complaint process; keep customer records and databases up to date and support performance improvement initiatives.
Identify opportunities for continuous process improvement in customer support and order administration practices.
Support finance and sales activities in meeting targets.
Coordinate and support customer visits (travel up to 5%).
Qualifications: Bachelor’s degree from an accredited institution with a minimum of two (2) years experience in customer service, sales, or other related field OR High School Diploma/GED with a minimum of four (4) years experience in customer service, sales, or other related field.
Must be legally authorized to work in the United States without company sponsorship, now or in the future.
Position requires access to export‑controlled information. Applicant must be a U.S. person (citizen, lawful permanent resident, refugee, or asylee).
No relocation benefit is being offered for this position. Only candidates within a 50‑mile radius of Rumford, RI will be considered. Active‑Duty Military Service member candidates are exempt from the geographical area limitation.
Preferred Qualifications: Experience supporting the aerospace industry.
Experience working with export‑controlled programs and documentation.
Experience with continuous improvement methods and customer metrics/complaint management.
Skills: Proficiency with Microsoft Excel, Outlook, and PowerPoint.
Experience with MRP/ERP and customer or order management systems (e.g., MFGPro, Siebel).
Working knowledge of contract language and standard terms and conditions.
Basic understanding of accounting principles.
Forecasting and demand planning fundamentals.
Understanding of manufacturing processes and shop‑floor workflow.
Strong organization, attention to detail, and time management; consistent follow-through.
Ability to learn and apply new concepts and follow detailed work instructions.
Clear verbal and written communication, including presenting to internal and external partners.
Data analysis skills and comfort working in a fast‑paced environment.
Benefits: Health and welfare benefits, retirement benefits, and paid and unpaid time off.
EEO Statement: We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job‑related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.
Second Chance Employment: Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with relevant local laws.

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