Account Manager

Responsibilities Customer expectations are clear, documented, and consistently met. Orders and master data are accurate (right part/revision/price/requirements). Forecasts are managed and translated into actionable internal demand plans. Launches are executed with disciplined APQP planning and cross-functional readiness. Delivery and quality issues are addressed quickly with transparent updates and closure**Customer communication and service** Serve as the primary customer contact; maintain a consistent cadence of updates (open orders, risks, launches, issues). Respond quickly and professionally; set and meet clear next-step commitments. Run/participate in customer reviews (weekly check-ins, monthly forecast calls, QBRs as appropriate).**Quoting, estimating coordination and follow-up** Prepare quote information for estimating/engineering; ensure assumptions and lead times are clear. Track quote pipeline; follow up systematically to drive closure and communicate status internally.**Sales Order Entry and Work Order Creation** Enter Sales Orders accurately and promptly in ERP: part, revision, quantities, dates, pricing, terms, ship-to, packaging, labeling, certifications, and special quality requirements. Initiate/coordinate Work Order creation and release process per scheduling rules.**Forecast management** Collect and manage customer forecasts; reconcile changes (spikes/pulls/pushes/cancellations). Coordinate with Planning/Materials on capacity and material constraints; communicate impacts to customers early.**New product launch (APQP)** Prepare new product launches using APQP discipline: contract review, documentation expectations, and customer schedule expectations. Facilitate scheduling cross-functional launch meetings**ERP master data/system setup (Items and Routers)** Coordinate setup/maintenance of Items, Routers, BOMs (if applicable), revisions, standard times, outside processing steps, and customer-specific requirements. Ensure revision control and alignment to approved drawings/specs and quote assumptions.**Internal production monitoring and on-time delivery** Monitor WIP and open orders; confirm priorities are reflected in the production plan. Escalate risks early (material, capacity, quality holds, outside processing delays) and coordinate recovery plans. Provide realistic ship dates backed by internal verification.**Issue management (delivery, quality, service recovery)** Quarterback containment and communication during issues; coordinate corrective actions with Quality/Engineering/Operations. Maintain an issues log and ensure commitments are met through closure.**Behavioral expectations (how success is achieved)** **Proactive:**communicates risks before they become problems; confirms requirements in writing. **Responsive:**acknowledges customer requests within hours, not days; provides next-step commitments. **Positive and solution-oriented:**offers options, not excuses; maintains calm professionalism under pressure. **Ownership mindset:**drives cross-functional follow-through and closes the loop.**Response-time standards (internal)** Customer emails/calls: acknowledge within 2 business hours (sooner when possible). Delivery/quality escalation: acknowledge within 60 minutes during business hours. Quotes/feasibility: respond within 1 business day with answer or committed due date.