Zendbox | eCommerce Fulfilment Specialist
Account Manager - Contract Manufacturing
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About Zendlabs
Zendlabs is one of the UK's fastest-growing contract manufacturers, specialising in sports nutrition, health & wellness, nutraceuticals and functional products. From formulation and procurement through to manufacturing, packaging, fulfilment and delivery, we help ambitious brands bring innovative products to market quickly and successfully.
The Opportunity
Zendlabs is growing fast, and this is an opportunity to join us at an exciting stage of our journey. You will have the freedom to shape how we manage our manufacturing customers, improve processes and ways of working, and grow your own role as the business scales.
You will be at the heart of our customer relationships, acting as the key contact internally and externally throughout manufacturing and the ongoing commercial relationship. You will get to know each customer's business, products, forecasts and growth plans, making sure they receive an exceptional level of service.
This is more than traditional account management. You will help build the customer function within a dynamic, ambitious manufacturing business, identify opportunities for new products and services, and play a meaningful part in what we are building at Zendlabs.
Purpose of the Role
To own and develop the ongoing relationship with Zendlabs manufacturing customers, ensuring orders are delivered on time and to specification while driving customer satisfaction, retention and account growth. You will be the customer's primary point of contact once commercial terms are agreed, bringing together internal teams to deliver an excellent end-to-end experience.
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Key Responsibilities
Customer & Account Management
- Act as the primary day-to-day contact for an allocated portfolio of manufacturing customers once commercial terms are agreed
- Build trusted, long-term relationships and develop a strong understanding of each customer's business, products, forecasts and growth plans
- Provide proactive updates on orders, production, stock and deliveries, ensuring customers always know what is happening
- Own customer queries, issues and complaints through to resolution and maintain clear actions and follow-ups
- Hold regular customer reviews and identify accounts requiring additional support or attention
Manufacturing & Order Coordination
- Coordinate manufacturing orders and repeat orders with Planning, Procurement, Manufacturing, Quality, Regulatory, Packaging and Finance
- Ensure customer requirements, specifications, forecasts, purchase orders and agreed commercial terms are accurately captured in internal systems
- Maintain visibility of upcoming demand and work with customers to secure timely forecasts and purchase orders
- Monitor delivery commitments, escalate risks early and coordinate internal teams to keep orders on track
Account Growth & Retention
- Protect and grow existing customer revenue through strong relationship management and excellent service
- Identify opportunities for new SKUs, reformulations, alternative formats and additional Zendlabs services
- Work closely with Sales and Innovation to develop opportunities within existing accounts
- Support renewals, pricing reviews and commercial discussions, and take proactive action where an account is at risk
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Commercial, Systems & Reporting
- Maintain a strong understanding of customer pricing, volumes, forecasts and commercial agreements
- Support Finance with deposits, proformas, outstanding payments and account queries where required
- Maintain accurate customer, order, forecast and opportunity information within CRM and ERP/MRP systems
- Report on account performance, customer satisfaction, retention, revenue, risks and growth opportunities
- Represent the voice of the customer internally and identify opportunities to improve processes and the overall customer experience
Requirements
- At least three years' experience in account management, customer success or customer relationship management
- Experience in manufacturing, FMCG, food, nutraceuticals, supplements or contract manufacturing is highly desirable
- Strong customer relationship and stakeholder management skills
- Commercial confidence with experience managing existing accounts and identifying growth opportunities
- Excellent communication, organisation and problem-solving skills
- Experience using CRM and ERP/MRP systems
Benefits
- Competitive salary and performance bonus
- Private healthcare and company pension
- 25 days holiday plus bank holidays
- Hybrid working
- Career development and the opportunity to grow with a fast-scaling business
- Supportive, ambitious culture where you can influence how we do things
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