Customer Service and Account Manager

JOB DESCRIPTION Job Title: Customer Service and Account Manager Department: Account Management Reports To: General Manager Location: Anaheim, CA Effective/Revision Date: October 8, 2026 Role Purpose The Customer Service and Account Manager is responsible for leading and supervising the Customer Account Management team to ensure effective management of existing customer accounts, timely customer communication, accurate order processing, and fulfillment of customer commitments. This position provides direction, coaching, and performance oversight while collaborating with Operations, Supply Chain, Quality, Engineering, Planning, and Business Development to resolve customer concerns, improve operational efficiency, strengthen customer relationships, and support continuous improvement throughout the order-to-delivery lifecycle. Scope & Responsibilities Key Responsibilities: Team Leadership & Supervision Lead, supervise, coach, and develop Customer Account Managers to ensure consistent service delivery and achievement of departmental objectives. Establish performance expectations, assign responsibilities, monitor workloads, and ensure accountability for individual and team performance. Conduct performance evaluations, provide ongoing feedback, address performance concerns, and coordinate corrective actions with Human Resources. Participate in employee recruitment, hiring, onboarding, training, and professional development. Conduct regular team meetings and coaching sessions to review priorities, customer activities, operational challenges, and improvement opportunities. Promote a collaborative, customer-focused environment that encourages accountability, teamwork, and employee development. Customer Account Management Oversee daily account management activities, ensuring timely and accurate responses to customer inquiries, order updates, delivery schedules, and service requests. Ensure Customer Account Managers maintain positive relationships with existing customers through proactive communication and effective issue resolution. Serve as the management-level escalation point for complex customer concerns and coordinate appropriate resolutions with internal departments. Ensure customer requirements, expectations, and contractual commitments are accurately communicated and managed. Monitor customer account activities to identify service risks, recurring issues, and opportunities to improve customer satisfaction and retention. Order Management, Quoting & Forecasting Oversee the processing and coordination of customer purchase orders, order acknowledgments, order changes, and related documentation. Supervise estimating and quoting coordination for existing customer accounts to ensure accurate and timely responses. Oversee customer demand forecasting activities, including reviewing forecasts and communicating changes in demand to Production, Planning, and Supply Chain. Collaborate with Operations and Planning to monitor production schedules, delivery commitments, and customer priorities. Ensure accurate maintenance of customer account information, order records, forecasts, and related documentation within company systems. Identify and resolve order discrepancies, forecasting concerns, and communication gaps that may impact customer commitments. Cross-Functional Coordination & Issue Resolution Collaborate with Operations, Quality, Engineering, Supply Chain, Planning, and other departments to resolve customer concerns involving product quality, delivery, order accuracy, and changing requirements. Facilitate communication between Customer Account Managers and internal departments to maintain alignment on customer expectations and operational capabilities. Support Business Development and New Product Introduction (NPI) teams in transitioning new customer programs into ongoing account management. Escalate significant customer concerns, operational risks, and unresolved issues to the General Manager as appropriate. Identify recurring service ch…

View the full posting and apply