Customer Account Manager

Customer Account Manager

On-site | Monday – Friday | Georgetown, TX | $58K - 65K

Austin Cutlery & Tool is part of a fast-growing, privately held portfolio of premium culinary and foodservice brands, including Cangshan Cutlery and New Star Foodservice. Headquartered in Georgetown, Texas, we are committed to delivering high-quality products and trusted solutions worldwide. Our culture is built on collaboration, respect, excellence, accountability, and trust.

We are seeking a Customer Account Manager to join our growing team and support a diverse range of customer accounts across multiple channels. In this role, you will manage the end-to-end order lifecycle, ensuring accurate order processing, timely fulfillment, and seamless customer experience.

You will partner closely with Sales, Operations, Supply Chain, and Accounting to support account success, resolve issues, and maintain strong customer relationships. This role is ideal for a detail-oriented, service-driven professional who thrives in a fast-paced environment and enjoys working with systems, processes, and cross-functional teams.

Key Responsibilities:

Order & Account Management:

• Manage a portfolio of B2B/B2C customer accounts as a Customer Account Manager, using ERP systems, EDI/VAN providers, and customer portals to oversee end-to-end order management, fulfillment, and post-delivery support while ensuring compliance with customer requirements, vendor compliance and service expectations.
• Coordinate cross-functionally with Supply Chain, Fulfillment, Distribution, Logistics, and Accounting to ensure on-time delivery, accurate invoicing, order accuracy, and efficient issue resolution.
• Communicate proactive and timely updates to customers and internal stakeholders, including order status milestones, product launches, promotions, inventory availability, and operational changes.
• Manage customer service issues including chargebacks, credit/debit memos, returns (RMA), warranty replacements, and order adjustments within ERP systems, ensuring timely resolution and strong customer satisfaction.

Sales Support & Account Growth:

• Support sales initiatives through execution of account plans, product placement strategies, and customer engagement activities.
• Facilitate new product setup, item onboarding, and customer-specific requirements within ERP and order management systems.
• Monitor inventory levels and customer buying patterns to mitigate fulfillment risks and uncover incremental sales opportunities.

Reporting & Data Management:

• Prepare and deliver accurate reports on account performance, order activity, fulfillment metrics, and sales trends to support business decision-making.
• Maintain accurate customer master data, pricing, order history, and documentation across ERP systems, EDI platforms, and customer portals to ensure data integrity, compliance, and reporting accuracy.

Compensation and Benefits:

• 401(k) plan with Company Matching Contributions.
• Employee Assistance Program (EAP).
• Paid training and development opportunities.

In addition, eligible employees are offered:

• Medical, Dental, & Vision Insurance (Employer contribution up to $650.00).
• Paid Vacation Time & 10 Paid Holidays.
• Health Savings Account (HSA).
• Life, Dependent Life, AD&D, and Disability Insurance options.

Physical Demand:

• Able to sit and/or stand for up to eight (8) hours per day.
• Manual dexterity for keyboarding, writing, and small-item handling.
• Exerting up to 20 pounds of force occasionally to lift, carry, pull, or move objects.
• Visual acuity to work on a computer screen and read detailed documents.

Requirements:

Required Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field; or equivalent combination of education and relevant experience.
• 3+ years of experience in customer account management, B2B client relations, customer service, or sales support in a product-based environment.
• Experience managing customer orders, account activity, or order fulfillment processes in a fast-paced environment.
• Proficiency with ERP systems and customer portals; SAP S/4HANA experience is strongly preferred.
• Strong communication, relationship management, and problem-solving skills with the ability to manage multiple priorities and customer accounts simultaneously.

Preferred Qualifications:

• Experience working with EDI transactions and VAN providers in a B2B environment.
• Background in order management, supply chain coordination, or inventory-based business operations.
• Knowledge of customer experience (CX), account growth strategies, or sales support processes.