Account Manager

Account Manager

Canton Drop Forge is seeking an Account Manager to serve as a key point of contact for assigned customer accounts within our forging business. This position is responsible for managing the day-to-day commercial relationship with assigned customers and coordinating internally to ensure customer requirements are understood, communicated, and executed. The Account Manager will work closely with customer teams, Operations, Supply Chain, Engineering, Quality, Metallurgy, and other internal teams to support quoting, order management, delivery performance, and overall customer satisfaction. This role requires someone who can effectively balance customer expectations with the realities of a complex heavy-manufacturing environment. The successful candidate will be organized, responsive, commercially minded, and comfortable taking ownership of customer needs from inquiry through delivery. This role requires frequent travel, that may reach up to 50% travel requirements as necessary.

Key Responsibilities

Customer Account Management: Serve as the primary day-to-day commercial contact for assigned customer accounts. Develop and maintain strong, professional relationships with customers and understand their ongoing business requirements. Respond to customer inquiries regarding quotations, orders, delivery status, commercial requirements, and other account needs. Maintain regular communication with customers regarding changes, concerns, priorities, and commitments. Proactively identify potential customer issues and coordinate resolution before they impact the customer relationship.

Quoting & Commercial Support: Coordinate customer requests for quotation and work cross-functionally to obtain the information necessary to develop accurate and timely responses. Support preparation and communication of quotations, pricing information, lead times, and other commercial terms. Maintain visibility to open quotations and ensure appropriate customer follow-up. Partner with Sales leadership to support account strategy, growth opportunities, and customer retention. Identify additional commercial opportunities within assigned accounts and potential new customers within assigned region.

Order Management: Review customer purchase orders for accuracy and alignment with quoted requirements. Process and maintain customer orders within the Company's ERP system. Monitor open orders from entry through shipment and maintain visibility to changes affecting customer commitments. Coordinate customer-requested changes and ensure requirements are appropriately communicated to affected internal functions. Maintain accurate customer, order, pricing, and commercial information within applicable systems.

Cross-Functional Coordination: Serve as a central commercial connection between the customer and internal departments. Work closely with Operations, Supply Chain, Engineering, Quality, Metallurgy, Procurement, and Shipping to understand order status and resolve issues. Communicate customer priorities and requirements to internal stakeholders. Coordinate responses when operations, quality, material, technical, or scheduling conditions may affect customer commitments. Escalate significant risks or concerns when appropriate and maintain ownership of customer communication through resolution.

Delivery & Customer Performance: Maintain awareness of production and shipment status for assigned accounts. Proactively communicate potential delivery concerns and coordinate recovery plans with internal teams. Support customer requests for expedites and changes in priority while balancing internal production capabilities. Assist in resolving delivery, order, commercial, and service-related customer concerns. Support customer scorecards, performance reviews, and other account-specific requirements as applicable.

Account Planning & Reporting: Maintain visibility to customer demand, forecasts, order activity, and significant changes within assigned accounts. Support Sales forecasting and reporting by providing accurate account and order information. Monitor account trends and communicate risks, opportunities, or significant changes to Sales leadership. Participate in internal and customer account reviews as required. Support continuous improvement of sales and order-management processes. Execute relationship development with potential customer bases as market opportunities change.

Qualifications

Experience: Minimum of 5-7 years of customer account management, commercial sales, or similar commercial experience within a manufacturing environment.

Industry Knowledge: Experience within forging, steel, metals, aerospace, industrial manufacturing, or another complex engineered-product environment strongly preferred.

Account Management: Ability to manage multiple customer accounts, priorities, quotations, orders, and commitments while maintaining a high level of customer service.

Communication Skills: Strong verbal and written communication skills. Ability to collaborate effectively with internal teams and build relationships with customers.

Problem-Solving: Excellent critical thinking and problem-solving skills. Ability to resolve customer issues and production challenges efficiently.

Technical Proficiency: Proficient in Microsoft Office and ERP or SAP software. Blueprint reading proficiency preferred.

Commercial Development: Interest and ability to develop increased customer-facing and sales responsibilities, including frequent customer visits and travel.

Canton Drop Forge is an equal opportunity employer; qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information or any other characteristic protected by law.

Canton Drop Forge offers a comprehensive and competitive benefit package including medical, dental, life disability, 401k matching, vacation, and sick time.

Any offer of employment is conditioned upon the successful completion of a background investigation and a thorough drug screen.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.