Customer Service Account Manager

Fastener Tool & Supply (FTS) is seeking a Customer Service Account Manager to support and grow customer relationships across aerospace, defense, industrial, and commercial markets. This role combines customer service, account management, and inside sales responsibilities, making it ideal for an individual who enjoys working directly with customers, solving problems, and helping drive business growth in a fast-paced distribution environment.

Customer Service Account Manager

Fastener Tool & Supply (FTS) is a leading supplier of specialty fasteners and supply chain solutions serving customers in the aerospace, defense, industrial, and commercial markets. We are seeking a motivated Customer Service Account Manager to join our team and play a key role in supporting customer relationships, driving sales growth, and delivering exceptional service.

This position serves as the primary point of contact for assigned customer accounts and is responsible for managing inquiries, quotations, order execution, and customer satisfaction while working closely with operations, purchasing, quality, and warehouse teams.

Position Summary

The Customer Service Account Manager is responsible for maintaining and growing customer relationships through outstanding service, effective account management, and sales support. This role requires a strong understanding of customer requirements, supply chain processes, and FTS's products and capabilities. The ideal candidate will be customer-focused, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.

Essential Duties and Responsibilities

Customer Relationship Management

• Serve as the primary contact for assigned customer accounts.
• Develop and maintain strong relationships with existing and prospective customers.
• Understand customer requirements and provide solutions to meet their needs.
• Ensure a high level of customer satisfaction through timely communication and follow-up.
• Investigate and resolve customer concerns related to service, delivery, quality, or product issues.

Sales and Account Support

• Respond to incoming sales inquiries and quotation requests.
• Promote and effectively sell FTS products and services using established sales techniques.
• Prepare quotations for standard products and modifications.
• Provide pricing, product availability, and delivery information to customers.
• Identify opportunities to increase sales within existing accounts and support new business development efforts.
• Communicate customer requirements and opportunities to management and internal teams.

Order Management & Coordination

• Process customer orders and maintain accurate supporting documentation.
• Review contracts, prints, specifications, and related customer requirements.
• Coordinate with purchasing, warehouse, operations, and quality personnel to meet customer expectations.
• Monitor order status and proactively communicate updates to customers.
• Support project-related activities and manage assigned tasks through completion.

Continuous Improvement & Compliance

• Demonstrate initiative and creative problem-solving when addressing customer and operational challenges.
• Support company quality objectives and departmental procedures.
• Maintain knowledge of FTS products, services, and capabilities.
• Comply with all company policies, procedures, and safety requirements.
• Perform other duties as assigned.

Required Skills

• Strong verbal and written communication skills.
• Excellent customer service and relationship-building abilities.
• Strong organizational, time management, and multitasking skills.
• Proficiency with Microsoft Office applications.
• Strong analytical and problem-solving skills.
• Ability to manage competing priorities and meet deadlines.
• Professional demeanor and strong attention to detail.
• Ability to read and interpret technical documents, blueprints, specifications, and customer requirements.
• Strong mathematical and reasoning skills.
• Self-motivated and adaptable in a changing environment.

Preferred Qualifications

• Experience in customer service, account management, inside sales, manufacturing, distribution, or supply chain operations.
• Experience supporting aerospace, defense, industrial, or commercial customers.
• Familiarity with ERP systems and customer order management processes.
• Knowledge of fasteners, industrial products, tooling, or supply chain services is a plus.

Education and Experience

• Associate degree in Business, Supply Chain, Engineering, a technical discipline, or a related field preferred.
• Equivalent combination of education and relevant work experience will be considered.
• Several years of customer service, account management, inside sales, distribution, manufacturing, or related experience preferred.

Physical Requirements

• Ability to sit, stand, walk, bend, and kneel throughout the workday as needed.
• Frequent keyboard and computer use.
• Ability to occasionally lift or move materials weighing up to 70 pounds.
• Ability to travel occasionally for customer visits, meetings, or company business.
• Sufficient vision and manual dexterity to inspect products and review technical documentation.

Why Join Fastener Tool & Supply?

At FTS, you'll be part of a collaborative team focused on delivering exceptional service and supply chain solutions to our customers. This role offers the opportunity to work directly with customers, develop valuable industry knowledge, and contribute to the growth of a company that values responsiveness, quality, and long-term relationships.

Fastener Tool & Supply is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected classification.