Supervisor - Accounts Management

Job Purpose

The Accounts Management Supervisor is responsible for accomplishing customer service and account management results by communicating job expectations, planning, monitoring, and appraising job results.

The Accounts Management Supervisor will coach and develop Accounts Managers and Senior Accounts Managers, while maintaining individual account responsibilities. This role serves as the primary escalation point for the Accounts team and ensures effective communication between the team and senior leadership.

Duties and Responsibilities

• Schedules and assigns work to meet customer demands and coordinates Accounts team activities.
• Monitors, coaches, and develops Accounts Managers and Senior Accounts Managers to ensure consistent performance and adherence to company processes.
• Coordinates disciplinary actions and performance management activities in conjunction with the Senior Leadership.
• Participates in and supports performance appraisals in conjunction with the Senior Leadership.
• Serves as the primary point of contact for team questions, issue resolution, and escalations, ensuring timely and effective problem resolution.
• Owns resolution of account and team-related issues at the appropriate level, escalating to Senior Leadership, when necessary, with clear context and recommended actions.
• Provides regular updates to Senior Leadership regarding customer status, including risks, issues, and improvements, as well as team performance, capacity, and cross-functional challenges; analyzes and presents key performance indicators (KPIs) to support informed decision-making.
• Manages customer accounts, including orders, delivery schedules, pricing, and communication, ensuring customer expectations are consistently met.
• Supports forecasting, contract review, Engineering Change Notices (ECN/EO), and New Product Review (NPR) processes.
• Coordinates with Engineering, Materials, Production, and other departments as needed, utilizing ERP and Quality Management systems to support customer requirements, resolve issues, and ensure on-time delivery and compliance with company standards.
• Interfaces with customers to manage orders, expedites, delivery commitments, and service-related inquiries.
• Identifies risks, process gaps, and inefficiencies through data analysis and system insights, and implements improvements to enhance team performance and customer satisfaction.
• Understands, communicates, and enforces company policies and procedures.
• Promotes a collaborative, team-oriented environment and fosters positive working relationships across departments.
• Supports continuous improvement initiatives and contributes to achieving company business goals.
• Monitors safety procedures and encourages safe work habits.
• Maintain quality and safety standards.

Qualifications

• High School Diploma or equivalent is required. Associate or bachelor's degree preferred.
• Previous supervisory experience preferred.
• Effective communication and organizational skills.
• Ability to manage multiple priorities and resolve complex problems.
• Strong attention to detail and ability to concentrate on detailed projects.
• Proficient in Microsoft Excel, Word, and business systems, including ERP and Quality Management systems, with the ability to analyze data, generate reports, and support operational and strategic decision-making.
• Be driven to strive for continuous improvement.
• Ability to interpret data and key performance indicators (KPIs) and effectively communicate insights to leadership.

Essential Job Functions

• Attendance at work.
• Ability to follow procedures and instructions.
• Ability to lead team members effectively.
• Strong critical thinking skills.
• Ability to work collaboratively across departments.