Manufacturing Account Representative

Job Description

Job Description

MANUFACTURING ACCOUNT REPRESENTATIVEPosition Summary

Seeking an experienced, organized, and highly professional Manufacturing Account Representative to manage and support relationships with customers.

The Manufacturing Account Representative serves as a key link between the company and its clients, ensuring customer orders, production requirements, delivery expectations, billing matters, and day-to-day service needs are communicated accurately and handled efficiently.

The ideal candidate is an excellent communicator who understands the fast-paced nature of a manufacturing environment and is comfortable working directly with customers and internal production, operations, shipping, and accounting teams.

This position requires someone who is equally comfortable working with people, products, orders, and numbers . Strong organizational skills, attention to detail, follow-through, and the ability to build long-term customer relationships are essential.

Candidates should have a minimum of 3 years of experience in manufacturing, warehousing, distribution, customer service, account management, sales support, or a closely related environment.

Key ResponsibilitiesCustomer Relationship Management

• Serve as a primary point of contact between the company and assigned customer accounts .
• Develop and maintain strong, professional, long-term relationships with customers.
• Respond promptly and professionally to customer emails, telephone calls, questions, requests, and concerns.
• Communicate with customers regarding orders, product requirements, production status, delivery expectations, invoices, and other account matters.
• Follow up consistently on open customer requests and ensure issues are addressed in a timely manner.
• Understand each customer's requirements, expectations, products, and account history.
• Identify potential problems early and coordinate with the appropriate company department to develop a solution.
• Maintain a high level of professionalism, confidentiality, accuracy, and customer service.

Order & Production Coordination

• Receive and review customer orders and requests to ensure information is complete and accurate.
• Enter, update, track, and maintain customer order information.
• Coordinate with the company's production and operations teams regarding customer specifications, production schedules, order priorities, and completion dates.
• Monitor customer order progress and communicate important updates or changes to customers.
• Work with production personnel to help resolve questions regarding customer specifications or order requirements.
• Coordinate with shipping and warehouse personnel regarding completed orders, delivery schedules, and customer requirements.
• Communicate delays, changes, shortages, or other issues to customers promptly and professionally.
• Maintain accurate documentation relating to customer orders and account activity.

Customer Service & Problem Resolution

• Investigate customer questions and concerns regarding orders, products, quantities, deliveries, pricing, invoices, or other service issues.
• Coordinate internally to determine the cause of problems and help develop appropriate solutions.
• Maintain communication with the customer until the issue has been resolved.
• Document customer concerns and resolutions when appropriate.
• Help prevent recurring problems by communicating customer feedback to management and the appropriate departments.
• Maintain a professional and solution-oriented approach when handling difficult or time-sensitive customer situations.

Accounting & Billing Support

• Review customer invoices and supporting documentation for accuracy when required.
• Assist customers with routine invoice and billing questions.
• Work closely with the company's accounting department to research billing discrepancies, credits, payments, and account issues.
• Maintain a working understanding of Accounts Receivable (A/R) and Accounts Payable (A/P) concepts.
• Assist with Accounts Receivable follow-up and communicate professionally with customers regarding outstanding invoices or required documentation when assigned.
• Maintain accurate customer account information and records.
• Assist with account reconciliation and research discrepancies when necessary.
• Experience with QuickBooks is strongly preferred.

Microsoft Excel, Outlook & Reporting

• Use Microsoft Excel to maintain customer, order, production, billing, and account information.
• Create and maintain spreadsheets, trackers, reports, and customer records.
• Use Excel functions including sorting, filtering, basic formulas, data organization, and reconciliation of information.
• Use Microsoft Outlook extensively for professional customer communications, scheduling, meetings, follow-ups, and internal coordination.
• Maintain organized electronic customer files and correspondence.
• Prepare basic reports for management regarding customer accounts, orders, outstanding issues, and other account activity.

Qualifications

• Minimum 3 years of relevant professional experience in manufacturing, warehousing, distribution, account management, customer service, sales support, or a related environment.
• Previous experience working directly with business customers in a manufacturing or industrial environment is strongly preferred .
• Excellent verbal and written communication skills.
• Strong customer-service and relationship-building abilities.
• Proficiency with Microsoft Excel and Microsoft Outlook .
• Experience with QuickBooks preferred.
• Working knowledge of Accounts Receivable, Accounts Payable, invoicing, payments, and basic accounting concepts .
• Strong mathematical and analytical skills with the ability to identify discrepancies.
• Excellent organizational and follow-up skills.
• Strong attention to detail and commitment to accuracy.
• Ability to manage multiple customer accounts, orders, priorities, and deadlines simultaneously.
• Ability to communicate effectively with customers as well as production, warehouse, shipping, operations, accounting, and management personnel.
• Ability to remain calm, professional, and solution-oriented when resolving customer concerns.
• Dependable attendance and punctuality.
• Ability to work independently while functioning effectively as part of a manufacturing team.

Preferred Experience

Preference will be given to candidates with experience in:

• Manufacturing or Industrial Customer Service
• Packaging or Printing Manufacturing
• Account Management
• Business-to-Business (B2B) Customer Service
• Customer Order Management
• Production Coordination
• Warehousing and Distribution
• Shipping and Logistics
• Billing and Invoicing
• Accounts Receivable / Accounts Payable
• QuickBooks
• Microsoft Excel and Outlook

Key Skills

Customer Relationship Management, B2B Customer Service, Communication, Problem Solving, Order Management, Production Coordination, Excel, Outlook, QuickBooks, Accounts Receivable, Accounts Payable Billing Invoicing Reporting Manufacturing Operations Organization Attention to Detail

What Success Looks Like

A successful Manufacturing Account Representative becomes someone the company's customers know, trust, and rely upon .

The Account Representative understands the customer's business and requirements, communicates clearly, follows through on commitments, monitors orders carefully, and takes ownership of customer questions and concerns.

When a customer needs an update, has a question about an order, needs clarification regarding delivery, or identifies a billing issue, the Account Representative does not simply pass the customer from department to department. They take ownership of the issue, coordinate internally with the appropriate company team members, and remain involved until the customer receives an answer or resolution.

The successful candidate should be equally comfortable speaking with a customer's purchasing manager, reviewing an order with the company's production team, checking information in Excel, coordinating a delivery with shipping, or working with accounting to resolve an invoice discrepancy.

Above all, this position is about protecting and strengthening the relationship between the company and its customers through communication, accuracy, responsiveness, and dependable follow-through.