Sales Account Manager

Job Description

Job Description

About Us: At the Fresh Factory, we’ve built a platform to accelerate the growth of emerging food and beverage brands. We are vertically integrated from the farm to the shelf and offer services above and beyond traditional manufacturing, becoming a trusted growth partner for leading brands. Our industry-leading benefits package shows our commitment to the safety and well-being of our employees. The Fresh Factory contributes generously to the cost of medical, dental, and vision insurance for our employees and their family members.

Position Summary

The Account Manager / Sales Operations Manager is responsible for managing and growing Contract Manufacturing customer relationships while ensuring seamless execution of sales operations. This role serves as the primary customer liaison and operational lead, integrating sales activities with Production, Supply Chain, Quality, R&D, and Finance to deliver exceptional customer outcomes and drive profitable growth.

This position plays a critical role in developing and executing The Fresh Factory’s sales operations strategy by optimizing workflows, managing resources, overseeing commercialization activities, and ensuring operational readiness for new and existing accounts.

Essential Duties and Responsibilities

Customer and Account Management

• Serve as the primary point of contact for assigned Contract Manufacturing and Private Label customers.
• Build and maintain strong, long-term customer relationships to drive retention and revenue growth.
• Oversee the day-to-day customer operations, ensuring alignment between customer requirements and internal capabilities
• Manage customer contracts, ensuring compliance, accurate documentation, and tracking of key terms, dates, and operational requirements.
• Maintain customer pricing structures and manage operational execution of pricing changes in coordination with Sales, Finance and Operations.
• Support AR follow-ups by assisting with inquiries related to past due invoices, deductions, and payments.
• Identify opportunities for account growth through upselling, cross-selling, and expanded services.
• Manage pricing discussions, renewals, and contract terms.
• Resolve customer issues and escalate when necessary to ensure timely resolution
• Monitor account performance and track key metrics (revenue, growth, OTIF, margin)
• Maintain accurate records in CRM and ERP systems
• Prepare and deliver account reviews, forecasts, and reports.
• Ensure compliance with company policies and contractual obligations

Sales Operations & Process Management

• Act as the customer advocate with the organization, balancing customer needs with operational capabilities.
• Manage customer-driven product changes for both raw material and packaging through completion.
• Coordinate forecasts, production schedules, and inventory planning with internal teams
• Monitor forecast vs Actual demand and work to minimize variances
• Work with internal teams to stay aligned on day-to-day account maintenance relating to customer complaints, change management, and other needs.

Commercialization and Product Launch

• Lead and coordinate the commercialization process for new products and manufacturing lines in collaboration with R&D, Quality, and Operations
• Submit documentation for Business case, trial agreements, trial invoices, and other documentation as needed for the new business to ensure all parties are in alignment.
• Update Cost cards and contract amendments as needed for new items
• Manage customer First production Approvals, overseeing planning, execution, and approval to ensure operational readiness.

Qualifications Education and Experience:

• Required: Bachelor’s degree with a minimum of five years of experience in sales operations or a similar role within the consumer-packaged goods industry. Strong skills in operations, logistics, and project management.
• Preferred: Bachelor’s Degree in Business or Operations Management with seven or more years of experience, particularly in the food-related consumer-packaged goods industry. Experience with ERP and CRM systems is beneficial.
• Bilingual skills are preferred but not required.

Other Skills and Knowledge:

• Ability to maintain confidentiality and handle sensitive operational information.
• Proficiency with CRM, ERP systems, and other operational management tools.
• Strong verbal and written communication skills, with a focus on cross-functional coordination.
• Demonstrated aptitude in operations management and leadership skills.
• Capable of working independently with minimal supervision and prioritizing operational workload.
• Strong organizational and multitasking abilities
• Analytical and problem-solving skills with a focus on operational efficiency.
• Basic math and accounting skills.
• Attention to detail and accuracy in managing operational data.

Work Environment: This role requires a self-starter with a strong operations and sales background who can work with minimal supervision and adapt to dynamic customer and internal needs. The position involves minimal travel (<25%), but flexibility is required for occasional weekend work and extended workdays, especially during trade shows or when managing key operational projects. The work environment is dynamic, and the role may require adjusting schedules and workflows to support customer needs effectively.