Account Manager Customer Care

Job Purpose Reporting to the Senior Key Account Manager, the Customer Account Manager will be accountable for supporting the Companys customer service and sales department to effectively manage customer accounts.The Customer Account Manager will take full ownership of the customer relationship and commercial performance of an allocated portfolio of accounts, ensuring customer requirements are understood and delivered effectively while maximising sales, margin, retention and long-term account growth. Key Accountabilities Customer Relationship Management Build and maintain strong, professional relationships with customers, acting as the primary point of contact and ensuring a high level of customer satisfaction. Administration: Generating electronic sales and production orders, maintaining controlled documents and pricing sales orders in collaboration with the Senior Key Account Manager. Managing sales admin activities, inbound sales enquiries and new customer onboarding process. Customer Service & Communication - Ensure customer enquiries, quotations, orders and issues are managed promptly and effectively, providing clear and accurate communication at all times. Order & Supply Chain Coordination - Attend daily Production meetings, working closely with Production, Planning, Procurement, Quality and Logistics to ensure customer requirements are understood and orders are delivered on time and to specification. Quotation & Pricing Management - Prepare and manage customer quotations, ensuring pricing reflects agreed commercial strategies, material costs, production requirements and margin expectations. Forecasting & Demand Planning - Obtain accurate customer forecasts and communicate anticipated demand internally to support production planning, stock management and capacity requirements. Issue Resolution & Customer Complaints - Take ownership of customer issues and complaints, coordinate internal teams to identify root causes, agree corrective actions and ensure effective resolution in conjunction with the Compliance Manager. New Product & Development Support - In collaboration with the Senior Key Account Manager, Technical Manager and MD, manage customer requirements for new packaging developments, trials, artwork, samples and product launches, ensuring projects progress to agreed timescales. Cross-Functional Collaboration - Work effectively with Sales, Operations, Technical, Quality, Finance and Supply Chain teams to deliver a seamless customer experience. Customer Performance Reviews - Lead or contribute to regular customer reviews, reporting on Experience & Qualifications Experience A minimum of 4 years proven customer account management experience. Relevant Industry experience would be advantageous Experience and knowledge of of CRM systems (CERM) would be advantageous. Educational qualifications Minimum GCSE Level or Equivalent (Maths & English) Skills/Knowledge Excellent verbal and written communication skills with the ability to communicate with customers at all levels. Strong admin skills, proficient in MS office, particularly excel.