Key Accounts Manager in Iron Ridge, Wisconsin at PS Seasonings

ABOUT THE ROLE

You are the voice of the customer — inside our building.

Every team, from operations to supply chain to quality assurance, will look to you to understand what our most important accounts need, expect, and require to succeed. You bring that context into every meeting, every decision, and every escalation.

This is not a reactive role. This is not an order entry job. This is a high-ownership, cross-functional position for someone who thrives on building trust — with customers and with colleagues — and who measures success by outcomes, not activity.

If you are the kind of person who sends the update before the customer asks, who follows up even when no one is watching, and who takes genuine pride in the details that make a customer feel taken care of — we want to talk to you.

WHAT YOU'LL DO

ORDER MANAGEMENT & FULFILLMENT OVERSIGHT

- Own the end-to-end order lifecycle for each assigned account — from submission through on-time delivery

- Proactively monitor open orders, flag potential delays, and communicate status updates to customers before they have to ask

- Partner with production, logistics, and supply chain teams to resolve bottlenecks with urgency and transparency

- Maintain accurate records in Deacom and Salesforce — every account touchpoint documented, every commitment tracked

ISSUE RESOLUTION & ESCALATION MANAGEMENT

- Serve as the first responder for any account-level issue — product complaints, shipment discrepancies, billing errors, or quality concerns

- Own issues from identification through resolution; never let a customer feel like they are being passed around

- Conduct root cause analysis in partnership with cross-functional teams and close the loop with the customer in writing

- Track recurring issues by account and advocate internally for systemic fixes

CROSS-FUNCTIONAL INTERNAL ADVOCACY

- Represent the voice of the customer in internal planning meetings — production scheduling, S&OP, new item launches, and capacity discussions

- Brief internal stakeholders on account-specific requirements: labeling specs, packaging preferences, lead time sensitivities, and compliance needs

- Work closely with Quality, R&D, and Regulatory teams to ensure customer-specific formulation or certification requirements are met without exception

- Partner with Finance to ensure accurate invoicing, credit terms, and resolution of billing disputes

ACCOUNT RELATIONSHIPS & BUSINESS REVIEWS

- Conduct regularly scheduled business reviews (QBRs or monthly check-ins depending on account tier) to review performance, surface concerns, and strengthen the partnership

- Build and maintain strong relationships across multiple levels of the customer organization — procurement, operations, quality, and executive leadership

- Maintain a living account profile for each key client: organizational chart, key contacts, strategic priorities, ongoing initiatives, and risk flags

- Identify and document service gaps, satisfaction trends, and opportunities to deepen the partnership

ONBOARDING & NEW ITEM COORDINATION

- Lead the onboarding experience for new enterprise clients — creating structured timelines, coordinating internal resources, and maintaining clear communication throughout

- Coordinate sample requests, product approvals, spec sheets, and regulatory documentation for new item launches

- Serve as project manager for account-specific initiatives: custom formulations, co-brand programs, exclusive packaging, or new distribution channels

WHAT SUCCESS LOOKS LIKE

IN YOUR FIRST 30 DAYS:

- Deep familiarity with each assigned account — their business, their expectations, their history with us

- Introduced yourself to key contacts at each account and established a regular cadence of communication

- Mapped every open order and identified any at-risk items

IN YOUR FIRST 90 DAYS:

- Own the order flow and issue resolution process end-to-end without requiring escalation support

- Completed first round of business reviews with all key accounts

- Built trusted relationships with internal partners across operations, supply chain, quality, and finance

ONGOING:

- Accounts consistently report high satisfaction and view you as a true partner, not a vendor contact

- Internal teams proactively loop you in because they know your input improves outcomes

- Issues are resolved faster, communication is tighter, and customers renew and grow their business with us

WHAT YOU BRING

REQUIRED:

- 3+ years of experience in account management, customer success, or client services — preferably in Food & Beverage, CPG, or manufacturing

- Demonstrated ability to manage complex, high-stakes customer relationships with professionalism and composure

- Strong project management skills — ability to track multiple moving parts across accounts and internal teams simultaneously

- Excellent written and verbal communication; can translate complexity into clear, confident messaging for both customers and internal stakeholders

- Proficiency with Deacom (ERP) and Salesforce (CRM); comfortable working in data-driven environments

- High ownership mentality — you close the loop, you follow through, you own the outcome

- Willingness and ability to be onsite 5 days a week at our Iron Ridge Facility. This role will move to our new West Bend facility in late 2027.

PREFERRED:

- Experience with enterprise or national account programs in F&B or CPG

- Familiarity with food safety, regulatory compliance, or quality certification processes (SQF, BRC, FSMA)

- Experience facilitating Quarterly Business Reviews with senior-level stakeholders

WHO THRIVES IN THIS ROLE

You are wired for service — not as a task, but as a standard.

You send the update before the customer asks. You follow up even when no one is watching. You care about the details because the details are what make a customer feel taken care of.

You are also a skilled internal navigator. You build relationships with operations, supply chain, and quality with the same intentionality as you do with customers — because you know that serving customers well requires those partnerships.

You take ownership without being territorial. When something goes wrong, your first instinct is to fix it and communicate clearly — not to protect yourself. You are the calm voice in the storm, and customers trust you because you have earned it.