Customer Account Leader

Job Description
The Customer Account Manager establishes and coordinates all customer service functions for their assigned accounts with oversight from the Customer Service Supervisor. They are the primary gatekeeper for the customer and manage each account's needs from beginning to end, working with a cross-functional team that often includes Purchasing, Operations, and Quality.
Duties include, but are not limited to:
Manage appointed customers and their requirements, as the main point of contact.
Lead Business Reviews and report KPI’s
Assist cross-functional team to establish priorities that align to provide on-time delivery of orders and a manageable workflow.
Provide full account management for all aspects of agreed service levelsto include, production planning, reporting, shipping, quality and delivery.
Oversee the administrative processes to support customer requirements such as reporting.
Interface cross-functional team to ensure accurate and up to date information is available at all times per customer demand/forecast.
Ensure customer satisfaction by developing and implementing day-to-day operational practices and procedures to enhance the smooth and timely processing of customer orders.
Provide proactive and informative feedback on issues or situations that affect customer support and satisfaction.
Act as a customer advocate within the facility, ensuring all employees supporting the account needs have a complete understanding of the account requirements;
swiftly act to address any concerns and misunderstandings in a kind and professional manner.
Monitor daily production activity and take appropriate action to ensure service commitments are met and customers kept informed of the status of their orders.
Develop and maintain metrics in support of key performance indicators.
Provide and communicate weekly, monthly, quarterly reports to reflect service attainment,customer satisfaction levels, and all other applicable criteria.
Identify additional value added opportunities to meet and exceed Customer satisfaction.
Perform other duties assigned by leadership representatives within the scope of responsibility and the requirements of the job.