Customer Account Manager

BiOPAX Ltd; Belfast City District; On-site; GBP 32,000 - 42,000; Full time

Job summary

BiOPAX Ltd in Belfast is seeking a Customer Account Manager to support the company’s customer service and sales teams. You will own the customer relationship and drive commercial performance across an allocated portfolio, ensuring requirements are understood and delivered while maximizing sales, margin, retention and long-term growth.

Responsibilities include building strong relationships, generating orders, coordinating with Production, Planning, Procurement, Quality and Logistics, and leading

Qualifications

• Minimum 4 years’ customer account management experience.
• GCSE level maths and English or equivalent.
• Experience with CRM systems is advantageous.
• Relevant industry experience would be advantageous.

Responsibilities

• Build and maintain professional customer relationships, acting as the primary contact and ensuring customer satisfaction.
• Generate electronic sales and production orders, maintaining documents and pricing with the Senior Key Account Manager.
• Handle customer inquiries, quotations, orders and issues promptly and clearly.
• Attend daily Production meetings, coordinating with Production, Planning, Procurement, Quality and Logistics.
• Prepare and manage customer quotations reflecting commercial strategies, costs and margins.
• Obtain accurate forecasts and support production planning and stock management.
• Own or contribute to customer reviews and drive cross-functional collaboration.
• Support new product launches, trials and artwork coordination with internal teams.

Skills

Communication skills

Autonomy

Attention to detail

MS Excel

Team collaboration

Problem solving

Education

GCSE or equivalent (Maths & English)

Tools

CRM (CERM)

Job description

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

Experience & Qualifications

Experience

• A minimum of 4 years’ proven customer account management experience.
• Relevant Industry experience would be advantageous
• Experience and knowledge of of CRM systems (CERM) would be advantageous.
• Educational qualifications – Minimum GCSE Level or Equivalent (Maths & English)

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 prioritise 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.