ZendBox

Account Manager

• Act as the primary day-to-day contact for an allocated portfolio of manufacturing customers once commercial terms are agreed
• Build trusted, long-term relationships and understand each customer's business, products, forecasts and growth plans
• Provide proactive updates on orders, production, stock and deliveries
• Own customer queries, issues and complaints through to resolution
• Hold regular customer reviews and identify accounts requiring additional support
• Coordinate manufacturing and repeat orders with Planning, Procurement, Manufacturing, Quality, Regulatory, Packaging and Finance
• Ensure customer requirements, specifications, forecasts, purchase orders and commercial terms are accurately captured in internal systems
• Monitor delivery commitments, escalate risks and coordinate teams to keep orders on track
• Protect and grow existing customer revenue and identify opportunities for new SKUs, reformulations, alternative formats and additional services
• Work with Sales and Innovation to develop opportunities within existing accounts
• Support renewals, pricing reviews and commercial discussions
• Maintain customer pricing, volumes, forecasts and commercial agreements
• Support Finance with deposits, proformas, outstanding payments and account queries
• Maintain accurate information in CRM and ERP/MRP systems
• Report on account performance, customer satisfaction, retention, revenue, risks and growth opportunities
• Represent the customer internally and identify process and customer-experience improvements

Account Manager – Contract Manufacturing