Customer Service and Account Manager in Anaheim, California at PINNACLE PRECISION SHEET METAL CORP

JOB DESCRIPTION

Job Title: Customer Service and Account Manager
Department: Account Management
Reports To: General Manager
Location: Anaheim, CA
Effective/Revision Date: October 8, 2026

Role Purpose

The Customer Service and Account Manager is responsible for leading and supervising the Customer Account Management team to ensure effective management of existing customer accounts, timely customer communication, accurate order processing, and fulfillment of customer commitments.

This position provides direction, coaching, and performance oversight while collaborating with Operations, Supply Chain, Quality, Engineering, Planning, and Business Development to resolve customer concerns, improve operational efficiency, strengthen customer relationships, and support continuous improvement throughout the order-to-delivery lifecycle.

Scope & Responsibilities

Key Responsibilities:

Team Leadership & Supervision

• Lead, supervise, coach, and develop Customer Account Managers to ensure consistent service delivery and achievement of departmental objectives.
• Establish performance expectations, assign responsibilities, monitor workloads, and ensure accountability for individual and team performance.
• Conduct performance evaluations, provide ongoing feedback, address performance concerns, and coordinate corrective actions with Human Resources.
• Participate in employee recruitment, hiring, onboarding, training, and professional development.
• Conduct regular team meetings and coaching sessions to review priorities, customer activities, operational challenges, and improvement opportunities.
• Promote a collaborative, customer-focused environment that encourages accountability, teamwork, and employee development.

Customer Account Management

• Oversee daily account management activities, ensuring timely and accurate responses to customer inquiries, order updates, delivery schedules, and service requests.
• Ensure Customer Account Managers maintain positive relationships with existing customers through proactive communication and effective issue resolution.
• Serve as the management-level escalation point for complex customer concerns and coordinate appropriate resolutions with internal departments.
• Ensure customer requirements, expectations, and contractual commitments are accurately communicated and managed.
• Monitor customer account activities to identify service risks, recurring issues, and opportunities to improve customer satisfaction and retention.

Order Management, Quoting & Forecasting

• Oversee the processing and coordination of customer purchase orders, order acknowledgments, order changes, and related documentation.
• Supervise estimating and quoting coordination for existing customer accounts to ensure accurate and timely responses.
• Oversee customer demand forecasting activities, including reviewing forecasts and communicating changes in demand to Production, Planning, and Supply Chain.
• Collaborate with Operations and Planning to monitor production schedules, delivery commitments, and customer priorities.
• Ensure accurate maintenance of customer account information, order records, forecasts, and related documentation within company systems.
• Identify and resolve order discrepancies, forecasting concerns, and communication gaps that may impact customer commitments.

Cross-Functional Coordination & Issue Resolution

• Collaborate with Operations, Quality, Engineering, Supply Chain, Planning, and other departments to resolve customer concerns involving product quality, delivery, order accuracy, and changing requirements.
• Facilitate communication between Customer Account Managers and internal departments to maintain alignment on customer expectations and operational capabilities.
• Support Business Development and New Product Introduction (NPI) teams in transitioning new customer programs into ongoing account management.
• Escalate significant customer concerns, operational risks, and unresolved issues to the General Manager as appropriate.
• Identify recurring service challenges and coordinate corrective actions and process improvements.

Departmental Performance & Continuous Improvement

• Establish, monitor, and report on departmental performance indicators related to customer responsiveness, order accuracy, forecasting, issue resolution, and service effectiveness.
• Evaluate account management processes and team performance to identify opportunities for increased efficiency and improved customer service.
• Develop and maintain standardized procedures, communication practices, and workflows.
• Ensure effective utilization of ERP, CRM, and other business systems to support accurate recordkeeping and efficient operations.
• Provide regular departmental performance updates, customer account status reports, and recommendations to the General Manager.
• Promote continuous improvement initiatives that strengthen customer satisfaction, internal coordination, and departmental effectiveness.
• Perform assigned duties in accordance with documented company procedures, policies, and work instructions.

Work Experience & Skills

Education: Bachelor's degree in Business Administration, Operations Management, Supply Chain Management, or a related field preferred. Equivalent relevant experience may be considered.

Experience:

• 5–7 years of progressive experience in customer account management, customer service, sales operations, or related functions, preferably within a manufacturing environment.
• Minimum 2–3 years of direct supervisory or management experience, including employee coaching, performance management, and team development.
• Experience supporting customer accounts within a manufacturing or engineered-products environment strongly preferred.

Skills / Knowledge:

• Strong leadership, supervisory, coaching, and employee development skills.
• Knowledge of manufacturing operations, order management, estimating and quoting processes, and customer demand forecasting.
• Experience with ERP, CRM, and related business management systems.
• Strong written and verbal communication, interpersonal, and customer relationship management skills.
• Ability to manage competing priorities, resolve customer escalations, and collaborate effectively across departments.
• Strong analytical, organizational, decision-making, and problem-solving abilities.
• Ability to establish performance expectations, monitor departmental objectives, and implement process improvements.
• Proficiency in Microsoft Office applications, particularly Excel.

Personal Attributes: Customer-focused, accountable, organized, detail-oriented, and collaborative. Demonstrates sound judgment, professionalism, adaptability, initiative, and a commitment to employee development, operational excellence, and continuous improvement in a fast-paced manufacturing environment.

Working Conditions & Physical Requirements

• Primarily works in a professional office environment with regular interaction across office and manufacturing areas.
• Requires prolonged periods of sitting, computer use, and frequent verbal and written communication.
• Must be able to stand and walk periodically, including movement throughout the facility and designated manufacturing areas.
• Occasional travel to customer locations, company facilities, or business meetings may be required.
• Use of Personal Protective Equipment (PPE) may be required when entering designated manufacturing or production areas.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Compliance Statements

Equal Opportunity Employer

Equal Opportunity Employer: Disability/Veteran

ITAR Requirements:

This position may include access to information that is subject to U.S. export controls. To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State.