Account Manager

• Work as part of a dedicated team to prepare quotations, process sales orders, handle invoicing issues, and answer queries from our key accounts and channel partners.
• Ensure organized management of customer open quotes, orders, and planned shipments, working closely with our Order Fulfilment Team, Business Units, and distribution center to deliver goods on time.
• Attend meetings with the Field and Inside Sales Teams to review customer activity and needs within their respective sales territories.
• Periodically review expiring customer blanket orders and sales agreements, engaging in proactive outreach to ensure that revised forecasts are received and repeat orders are renewed prior to or following completion.
• Create and accurately maintain case and opportunity records in our CRM to track customer orders, quotes, and communications.
• Work closely with other departments such as the Technical Project Managers, Sales teams, or the Channel Partner Sales Manager to plan and execute account strategies to ensure that key accounts or Channel Partner needs are well communicated within the organization.
• Support the team’s shared mailboxes and CRM queues, handling requests for new customers and non-key accounts when required.
• Oversee relationship with key accounts and channel partners’ purchasing teams and works closely with the customer to understand their expectations of Thorlabs as a vendor and communicates this to the Business Unit and relevant internal stakeholders.
• Develop relationships and long-term partnerships with key accounts and Channel Partners’ supply chains and purchasing departments through regular communication via calls and e-mails.
• Monitor and act on overall supplier performance metrics, including returns, on-time delivery, and account activity, proactively reporting relevant information to customers and internal stakeholders.
• Maintain updated database of customer points of contact, preferences, and other key account information to best support Thorlabs’ key accounts and channel partners.
• Execute various administrative tasks related to supporting the operations and sales department, including reports, data entry using our ERP System, CRM, and MS Office programs to include but not limited to Excel, Word, and PowerPoint.

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