Job Title: Account Manager
Location: Beverly, MA
Type: Full-Time, Exempt
Reports To: Customer Service Manager
Schedule: Monday–Friday, standard business hours
Travel: Little to no travel
Position Overview
The Account Manager works closely with Regional Sales Engineers to provide exceptional customer service to both established and prospective customers. This role serves as a key liaison between customers and internal teams, ensuring accurate order processing, clear communication, and on-time delivery. The Account Manager plays a critical role in coordinating information across Manufacturing, Engineering, Purchasing, Finance, and Shipping to meet customer expectations and support overall business objectives.
Key Responsibilities
Customer Service & Order Management
Serve as the primary point of contact for customer inquiries related to pricing, delivery, and order status.
Enter customer orders into the ERP system and issue order acknowledgements.
Process order changes, expediting requests, and other customer-driven modifications.
Issue purchase orders through the ERP system for products supplied by the parent company.
Cross-Functional Coordination
Coordinate closely with Manufacturing, Engineering, Purchasing, Finance, and Shipping to ensure timely and accurate fulfillment of customer orders.
Engage internal resources to resolve customer concerns, delivery issues, or order discrepancies.
Utilize customer portals and online systems to support planning and production needs.
Documentation & Reporting
Handle Returned Materials Authorizations (RMAs), including documentation and tracking through completion.
Prepare spreadsheets and reports to support Sales and Customer Service activities.
Accurately record customer communications and activities in the CRM system to support visibility across the Sales team.
Relationship Management
Assist customers in a courteous, professional, and solution-oriented manner.
Build and maintain strong customer relationships to support long-term satisfaction and retention.
Perform other duties as assigned.
Required Qualifications
Bachelor’s degree (BS/BA) or equivalent; Associate’s degree in Engineering a plus
3–5 years of customer service experience, preferably in a manufacturing or production environment
Experience with ERP and CRM systems preferred
Strong proficiency in Microsoft Office (Excel, Word, Outlook)
Core Competencies
Customer-focused with strong interpersonal skills
Excellent written and verbal communication skills
Ability to multitask and manage competing priorities without losing attention to detail
Ability to remain composed in a fast-paced, changing environment
Strong organizational and problem-solving skills
Work Environment
This position operates in a professional office environment and routinely uses standard office equipment.
Physical Requirements
The employee must be able to communicate effectively both verbally and in writing, move throughout the office, use a computer, and reach with hands and arms. Occasional lifting of up to 30 lbs may be required. Vision requirements include close, distance, and color vision.
Company Overview
Founded in 2010, Top Prospect Group was created with a focus on matching high-quality candidates with top-tier clients while fostering an environment where success is shared by all. In 2023, the company was acquired by HW Staffing Solutions, expanding its service offerings to include technology, engineering, and professional services.
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