Junior Account Manager

Junior Account Manager

Blue Ribbon Fastener Co. | Reports to: Director of Operations

Mission

Own the repeat business book and every customer service request. Protect delivery performance and service level on that book while building the skills to step into an Account Manager in the future.

What You Own

All repeat business — reorders on established parts and accounts, start to finish: quote, order entry, PO, expedite, ship, invoice follow-through.

All customer service — expedites, discrepancies, returns, certs and documentation, delivery status, pricing questions. Resolved in line with our Service the Customer at the Highest Level Possible operating principle.

New business quoting and account development stay with the AMs and the Director. You'll get exposure through shadowing, but you're not accountable for them in year one.

How Performance Is Measured

Four metrics drive the quarterly bonus and the promotion decision. Specific targets are set with the Director of Operations and reviewed each quarter.

• On-time to request (OTR)
• On-time to promise (OTD)
• Gross margin on recurring business
• RMA rate
• % of Repeat orders entered

Repeat business is where margin quietly erodes — cost increases don't get passed through, one-off pricing becomes permanent pricing, freight gets absorbed. Holding margin on this book is an active job.

Responsibilities

Order Management

• Same-day order entry and PO placement against demand and forecast
• Manage open backlog daily; flag slips before they become misses
• Review cost changes and adjust sell pricing; escalate anything that moves an account's GP materially

Customer Service

• First and primary point of contact for all service requests
• Fix issues at the root, not the symptom — a repeat complaint from one account is a process problem
• Own RMAs end to end, including root cause and corrective action under the QMS

Operations & Support

• Uphold QMS requirements on everything you touch
• Organize warehouse labor against the day's shipping requirements
• Cover fulfillment overflow and team OOO; admin, forms, and reporting as needed

Training: Shadowing the Director of Operations

The core of the development plan, not an add-on. Minimum 25 hours per week of structured shadow time, plus real-time pull-in on live situations.

Customer escalations · vendor negotiations, credit and terms · quote strategy and how price gets built · account reviews and GP/at-risk reporting · QMS audits, corrective actions, supplier onboarding · AR and credit hold decisions

Progression is observer → participant → owner. The goal is to reach the point where you run most of these yourself with the Director available rather than leading.

Path: Promotion to Account Manager

The goal of this role is to be ready for an Account Manager seat within 12 months. That's the target we're both working toward, and we'll review progress against it quarterly.

What readiness looks like:

1. Meeting KPI’s for three consecutive quarters
2. Strong fit with our operating principles
3. Present a high work ethic, high agency, & trustworthiness
4. Ready to carry an Account Manager book and hit its retention target

Promotion moves the role onto the Account Manager standard and comp plan.

Compensation

Base: $45,000-50,000

Bonus: $2,500 bonus opportunity once out of training (starting second quarter of employment).

Other Compensation: 3% 401K Match, 2 Weeks PTO, Health/Dental Insurance

Total at target: $60,000