BiOPAX Ltd
Customer Account Manager
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Job Purpose
Reporting to the Senior Key Account Manager, the Customer Account Manager will be accountable for supporting the Company’s customer service and sales department to effectively manage customer accounts. The Customer Account Manager will take full ownership of the customer relationship and commercial performance of an allocated portfolio of accounts, ensuring customer requirements are understood and delivered effectively while maximising sales, margin, retention, and long-term account growth.
Key Accountabilities
- Customer Relationship Management: Build and maintain strong, professional relationships with customers, acting as the primary point of contact and ensuring a high level of customer satisfaction.
- Administration: Generating electronic sales and production orders, maintaining controlled documents, and pricing sales orders in collaboration with the Senior Key Account Manager. Managing sales admin activities, inbound sales enquiries, and new customer onboarding process.
- Customer Service & Communication: Ensure customer enquiries, quotations, orders, and issues are managed promptly and effectively, providing clear and accurate communication at all times.
- Order & Supply Chain Coordination: Attend daily Production meetings, working closely with Production, Planning, Procurement, Quality, and Logistics to ensure customer requirements are understood and orders are delivered on time and to specification.
- Quotation & Pricing Management: Prepare and manage customer quotations, ensuring pricing reflects agreed commercial strategies, material costs, production requirements, and margin expectations.
- Forecasting & Demand Planning: Obtain accurate customer forecasts and communicate anticipated demand internally to support production planning, stock management, and capacity requirements.
- Issue Resolution & Customer Complaints: Take ownership of customer issues and complaints, coordinate internal teams to identify root causes, agree corrective actions, and ensure effective resolution in conjunction with the Compliance Manager.
- New Product & Development Support: In collaboration with the Senior Key Account Manager, Technical Manager, and MD, manage customer requirements for new packaging developments, trials, artwork, samples, and product launches, ensuring projects progress to agreed timescales.
- Cross-Functional Collaboration: Work effectively with Sales, Operations, Technical, Quality, Finance, and Supply Chain teams to deliver a seamless customer experience.
- Customer Performance Reviews: Lead or contribute to regular customer reviews, reporting on
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Experience & Qualifications
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Experience
- A minimum of 4 years’ proven customer account management experience.
- Relevant Industry experience would be advantageous.
- Experience and knowledge of CRM systems (CERM) would be advantageous.
Skills/Knowledge
- Excellent verbal and written communication skills with the ability to communicate with customers at all levels.
- Able to work autonomously, quickly, accurately, and to tight timescales. Attention to detail is critical in this role.
- Strong admin skills, proficient in MS Office, particularly Excel.
- Strong numeracy and literacy skills.
- Solid problem-solving and decision-making skills.
- A good team player with the ability to demonstrate strong working relationships.
- Articulate communicator with the ability to follow detailed processes and procedures.
- Ability to proactively use your own initiative and prioritize workloads to meet deadlines.
- Ability to operate effectively and flexibly within a fast-paced environment and maintain standards whilst working to tight production schedules.
- A good team player with the ability to work cross-functionally across the team.
- Professional communicator with the ability to build and sustain effective relationships with internal and external stakeholders.
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