Account Manager

Account Manager

Wage: $22-24/ hr + Bonus Incentive

Position Summary

The Account Manager serves as the primary point of contact for assigned accounts, building strong relationships that drive growth and deliver an exceptional customer experience. This role acts as a proactive business partner by identifying opportunities, providing B2B support, processing customer orders, and coordinating with internal teams to ensure customers receive accurate, timely, and seamless service.

Success in this role requires balancing relationship management with operational excellence, working cross-functionally between Sales, Purchasing, Production, and Shipping to meet customer needs while supporting company objectives.

Essential Duties & Responsibilities

Account Services & Order Management

• Serve as a primary point of contact for assigned customer accounts.
• Respond to questions regarding products, pricing, inventory, orders, shipments, promotions, and account information.
• Process orders accurately and manage changes, cancellations, backorders, and fulfillment issues.
• Proactively communicate order status, inventory concerns, delays, and backorders.
• Coordinate customer onboarding, account maintenance, pricing, terms, and required documentation.
• Manage returns, warranty claims, shortages, damaged products, and shipping discrepancies.
• Coordinate with Warehouse, Operations, Finance, Purchasing, and other departments to resolve customer needs.

Sales Support & Account Growth

• Support outside sales representatives with timely information regarding accounts, orders, inventory, pricing, shipments, and sales activity.
• Identify account trends, sales opportunities, and potential concerns and communicate them to the appropriate sales representative or leadership.
• Re-engage inactive customers and identify opportunities for renewed business.
• Identify opportunities to increase sales and expand product assortment within assigned or house accounts.
• Support product launches, promotions, seasonal programs, and other sales initiatives.
• Follow up on sales leads and opportunities as assigned.
• Manage house accounts as needed, including relationship development and sales growth.

Communication & Accountability

• Maintain accurate orders, and account information within company systems.
• Communicate important product, pricing, promotional, and inventory information to customers.
• Take ownership of account issues through resolution and maintain clear documentation.
• Track recurring issues and identify opportunities to improve processes and the customer experience.
• Provide reps with territory, order, backorder, and account activity reporting as needed.

Performance Expectations

Success will be measured by both operational excellence and the ability to support accounts and sales growth. Key expectations include:

• Order Accuracy
• Timely Order Processing
• Fast Response and Routine Issue Resolution
• Returns/Warranty Processing
• Backorder Communication: Proactively communicated
• Strong customer satisfaction and reduction in repeat operational issues
• Consistent identification and follow-up of account growth opportunities

Qualifications

• Strong customer service, communication, and relationship-building skills.
• Excellent attention to detail and commitment to accuracy.
• Strong organization, problem-solving, and follow-through.
• Ability to manage multiple accounts, orders, and priorities.
• Ability to work effectively across Sales, Operations, Warehouse, Finance, and other departments.
• Comfortable identifying sales opportunities while maintaining a service-focused approach.
• Previous experience in account management, inside sales, customer service, or sales support preferred.
• Experience with CRM, ERP, or order management systems preferred.

Chums is an outdoor accessories manufacturer creating practical, quality products that help people enjoy life’s adventures. From eyewear retainers to wallets and bags, our products keep essentials secure on the water, on the trail, and every day. Our team values collaboration, fresh ideas, and pride in a job well done. Join us and help bring adventure to life.