Sales Support/Account Manager

October 12, 2021

Sales Support/Account Manager

Cold Chain Technologies
October 12, 2021
Franklin, Massachusetts
Job Type



***Please note, this is not a commission sales role***

The Sales Support/Account Manager will work closely with assigned Business Development Managers (BDMs) and is responsible for the day-to-day interactions with assigned clients, and to manage assigned client programs through their lifecycle including; initiation, planning, execution, and monitoring, and to recommend business opportunities and to identify and remedy improvements or risks that need to be addressed with assigned clients.


  • Manage and provide exceptional customer service to assigned BDM(s) and their client base:
    • Quote and maintain pricing for assigned clients
    • Document all non-order activities in Customer Relationship Management (CRM) system
    • Maintain and update account notes for all delivery locations
    • Set-up and maintain e-Commerce templates for assigned clients
    • Problem resolution regarding, orders, pricing, complaints and or service levels
  • Collaborate and build strong relationships with key stake holders and internal teams to support needs of the BDM and their clients
  • Educate customers and team about additional products and services which are available
  • Qualify leads and inquiries – distribute to appropriate parties as required
  • Create and monitor customer stocking agreements in CRM system against monthly actual usage trends and implement or recommend updates as required
  • Recommend opportunities for new projects, products or services to BDM and/or the client
  • Prepare quarterly usage forecasts for review with BDM and other leadership
  • Attend Quarterly Business Reviews (QBRs) with BDM as required
  • Follow up on assigned new leads within the BDM’s territory
  • Identify opportunities for improvement with order and/or delivery operations and implement or recommend improvements as required
  • Enter orders for assigned clients in ERP system as required
  • Participate in team, customer or departmental tasks/projects as assigned by manager
  • Cross train on accounts as assigned by manager
  • Follow company policies, procedures, designated SOPs and Work Instructions
  • Comply with all safety guidelines and standards as dictated by 5S practices
  • Maintain and promote both an environment of continuous improvement and lean manufacturing practices
  • Ad hoc projects and other duties as assigned


  • Minimum 5+ years’ experience in customer service
  • Bachelor’s degree preferred
  • Exceptional written and verbal communication skills
  • Fluent in Spanish and Portuguese a plus.
  • Strong interpersonal skills and ability to work with others in a positive and collaborative manner always
  • Must be able to work in a fast-paced environment with minimal supervision; be flexible,  be able to prioritize competing deadlines, be able to adapt to changes, understand urgency and when to escalate
  • Proven time management skills; organized with strong attention to detail and outstanding follow up
  • Ability to handle stressful situations, multi task, and problem solve
  • Experience working in an ERP system including reviewing purchase orders in an order management system and the Customer Relationship Management (CRM) application
  • Highly Proficient MS Office skills (Outlook, Word, Excel, PowerPoint)
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Andrea O'Dell
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