Account Manager
Target Steel
Job Description – Account Manager
Revised 9/03/26
Job Classification : Hourly/Salary, Full time/Part Time
Supervisor : Customer Service Representative- Manager
Job Responsibility Summary : The Customer Service Representative owns the customer relationship end-to-end for every order they handle, coordinating internal teams and giving customers a clear, proactive point of contact. When something goes wrong, this role handles it.
Position Requirements :
· Customer service, account management, or inside sales experience in manufacturing or distribution preferred.
· Strong written and verbal communication skills.
· Able to manage multiple accounts and orders without losing track of details.
· Self-directed; comfortable initiating difficult conversations internally and externally.
· Proficient in order management systems and Microsoft Office.
Job Duties Include, but not limited to:
o Serve as primary point of contact for assigned accounts, building relationships through proactive, warm communication and knowing each customer's business and priorities. Confirm delivery details and follow up on shipments in transit.
o Welcome new and trial customers personally and join onboarding calls with the sales, quality, and traffic reps.
o Enter and manage orders accurately, tracking each from intake to delivery.
o When an order is at risk, convene the right people, drive a plan to resolution, and keep the customer informed.
o Forecast customer demand in ERP and maintain ready-to-ship and master coil inventory at appropriate levels.
o Review and resolve EDI errors, escalating if needed and flagging repeat issues to the Manager.
o Update customers proactively on any change in timeline, availability, or specs before they ask, leading with the plan when delivering bad news.
o Use the phone for urgent issues, onboarding, and problem resolution; email supplements it.
o For customer requests outside the existing quote bring in the rep and get proper sign-off on expedited or non-standard commitments before confirming to the customer.
o Stay current on market trends and pricing.
Own customer complaints: acknowledge immediately, drive resolution, and close the loop.
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