Customer Account Manager (not Sales)

Customer Account Manager (Not Sales)

Our journey began in the optical disc manufacturing industry, where we honed our skills in precision manufacturing, packaging, and distribution. As the market evolved, so did we. Today, Conectiv is at the forefront of logistics innovation, offering cutting-edge warehousing and transportation solutions that integrate advanced automation and flexible operations. Our team of skilled experts is dedicated to redefining industry standards and pushing the boundaries of what's possible in supply chain management. From warehousing and fulfillment to complex project management and returns handling, we can provide comprehensive solutions that drive growth and efficiency for your business.

In addition, we successfully optimized our injection molding business and supply chain services by implementing a clear diversification strategy including establishing vinyl production manufacturing, packaging and distribution in North America as well as expanding and delivering high-impact commercial print solutions.

Mission: Leveraging on their diverse background and expertise, the executive leadership team leads the companies ambition through engaging all our teams across business units and geographies through a journey of innovation, operational excellence, and inclusion. Conectiv is dedicated to seamlessly link our clients with their customers and end consumers through a versatile range of manufacturing, distribution, and logistics solutions.

We believe our growth and innovation will be enhanced with diversity. Therefore, as we expand our realm of possibilities, we are committed to an equitable and inclusive culture that reflects the dynamic world around us. We are continuing to build and maintain working environments where each employee is comfortable being their authentic self and feels respected for who they are. We know great things happen when teams from different backgrounds, geographies, cultures, and human experiences collaborate as such, we've engaged employees globally across various departments and positions in organizational committees aimed at propelling the company forward. Three examples of this are our Women's Leadership Network, Business Ethics Panel, and Communication and Recognition Strategy committees.

We are seeking a detail-oriented and customer-focused Manager of Client Management to support and grow relationships with our optical disc/games customers, including independent publishers and distributors. In this role, you will act as the primary liaison between our company and clients, ensuring smooth production workflows, timely communication, and exceptional service throughout the optical disc/games manufacturing and distribution process. Primary customer contact to manage customer accounts by overseeing all aspects of the assigned client relationships both commercially and operationally. Responsible for supervising and monitoring work flows and implementing process enhancements and solutions. Make company-binding decisions and commitments to customers.

Essential functions - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Build and maintain trustworthy external and internal customer and vendor relationships through accurate, thorough, and timely communication of information and setting and managing expectations
• Serve as the main point of contact for a portfolio of clients, managing orders, timelines, and expectations from production to delivery
• Cultivate long-term relationships with publishers and distributors to drive customer satisfaction and repeat business
• Coordinate cross-functionally with production, design, logistics, and finance teams to ensure successful project execution
• Interpret, enforce, and maintain individual customer contracts, rate cards, Service Level Agreement documents and associated commitments made on behalf of the organization
• Monitor production timelines and proactively communicate status updates or potential delays to clients
• Identify opportunities to upsell or cross-sell additional services such as custom packaging, marketing bundles, or re-pressing
• Troubleshoot issues with empathy and efficiency, maintaining professionalism under pressure
• Stay current with industry trends and evolving client expectations
• Build a knowledge base of each client's business, organization, and objectives
• Provide and maintain customer forecast information and reports
• Manage capacities at multiple manufacturing and distribution sites to ensure timely manufacturing and obtainment of requested due dates
• Manage inventory/production that relate to workability and provide feedback to external and internal customers
• Identify & document issues/concerns, assess feasible resolutions, present options, corrective actions, and change plans as necessary
• Coordinate quotations with support from Pricing and Contracts Administration and Sales
• Responsible for monitoring bill of materials, orders, customer assets, invoices, and other customer requirements
• Coach, motivate, lead, train and develop employees; make decisions and recommendations regarding recruitment, advancement, performance management, and employee relations

Bachelor's degree in business management, marketing, or related field preferred or equivalent combination of education, training, and experience

4+ years' experience within customer service or account management required, preferably in music or physical media industry

At least 2 years supervisory experience

High degree of proficiency in MS Office 365 and CRM

Manufacturing and/or supply chain experience

Customer-first mindset with the ability to juggle multiple client accounts and tight deadlines

Experience in team management, talent development, and coaching team members to succeed

Excellent professional level written and verbal communication skills - ability to interface and communicate effectively with multiple functional groups, geographic regions/cultures, different levels of internal and external client organizations

Excellent interpersonal skills with the ability to elicit cooperation from a wide variety of sources, including upper management, clients, other departments, and interact with various work behavior styles

Highly self-motivated with ability to handle and prioritize multiple projects, details, decision-making, and deadlines within an ever-changing, fast-paced, high-pressure environment

Experience and comfortability managing difficult or emotional customer situations and responding promptly to customer needs

Excellent judgment and capacity to deal with problems involving multiple variables and pressures, including conflict resolution

Strong attention to detail with the ability to collect data, establish facts and draw valid conclusions

Must have knowledge of contract administration, terms and have ability to interpret contracts

Experience at working both independently and in a team-oriented and collaborative environment

Conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities

A culture of innovation, collaboration and teamwork

Training and opportunities to grow within the company

Medical, dental, vision benefits (comprehensive coverage with low premiums)

401k w/ employer match and life insurance at no cost to our employees

Paid vacation, holidays, sick time, and disability insurance

This job operates an office environment. This role routinely uses standard office equipment such as laptop computers, phones, photocopiers, filing cabinets, and smartphones.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to communicate (verbal/written), converse with, and exchange information with others. The employee is frequently required to remain in a stationary position for long periods of time; occasionally move between their workspace and office machinery. The person in this position must operate a computer and other office machinery such as a copy machine, printer, calculator; pull/retrieve/file documents in a filing cabinet. May need to position oneself to move between tight, high, or low spaces. Seeing abilities required by this job include detecting/identifying/recognizing/inspecting objects close to the employee, within a distance, peripherally, depth perception and the ability to adjust focus.

We are an equal opportunity employer. Applicants are considered for employment without regard to race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state or local law.