Account Manager

Inw Group; Ogden (UT); On-site; USD 23,000 - 29,000; Full time

Job summary

Inw Group in Ogden, UT is seeking a detail-oriented Customer Service/Operations Associate to handle the end-to-end purchase order process, from entry to shipment. You will coordinate with logistics, respond to documentation requests, and support internal teams to keep orders moving efficiently.

The role requires 0-2+ years of customer service, strong MS Office skills, and the ability to communicate professionally in English. Comfortable with occasional travel and lifting up to 30 lbs is expected.

Qualifications

• BS/BA preferred and relevant experience in customer service or operations.
• 0-2+ years of customer service experience in a professional setting.
• Proficient with MS Office (Word, Excel) and able to create presentations and reports.
• Must understand, speak, read, and write English to support customers and perform duties.
• Familiar with cGMPs and maintain confidentiality.
• Capable of lifting up to 30 lbs and working in a varied environment.
• Willing to travel to customer locations and events as needed.

Responsibilities

• Process a customer purchase order from entry to shipment, including material tracking and communication.
• Handle requotes, change orders, and packaging/specification changes.
• Review labels and documentation requests for raw materials and packaging.
• Coordinate shipping between Logistics and Customer and document activities (OORs, specs).
• Attend internal meetings and support cross-functional teams to keep orders moving.
• Assist accounting with unpaid invoices and other related costs when needed.
• Support manufacturing during off hours when required and manage multiple projects.

Skills

Customer service mindset

Communication skills

Conflict resolution

Team collaboration

Organizational skills

Education

BS/BA preferred

Tools

MS Office (Word, Excel)

Job description

• Demonstrate a commitment to Capstone policy deployment and C.A.R.E model (Communication, Appreciation, Relationships, and Execution)
• Responsible for all duties required to process a customer purchase order (PO) from entry to shipment including material tracking and communication through the entire process. Examples:
• Requotes
• Change Orders (CO)
• Packaging Specifications (CPKG)
• Label review and change process
• Customer Samples
• Customer Product Specifications
• Documentation Requests on Raw Materials and Packaging
• Shipping Coordination between Logistics and Customer
• Arrange, attend, and document customer calls and visits including open order reports (OOR), specification reviews, issue huddles, etc.
• Attend and support internal meetings/huddles.
• Quarterly to weekly meetings and/or email correspondence.
• Established products with annual to semiannual changes to products.
• Customer advocate for both internal and external customer. Relationship management.
• Assist in re-work processing as needed. Coordinate communication between internal departments and customers.
• Support accounting department in resolving unpaid invoices, collection of stranded/obsolete material costs, and miscellaneous fees.
• Other duties as assigned.

Requirements

• BS/BA preferred.
• 0-2+ years of customer service experience.
• Proficient in using MS Office including Word, and Excel.
• Must be able to understand, speak, read, and write in English to support customers and perform the essential function of the job including providing presentations, documents, industry regulations, and other communications.
• Must demonstrate the ability to respectfully communicate, address conflict professionally, collaborate effectively, and maintain confidentiality.
• Be familiar with, and abide by, cGMP’s.
• Possess the ability to develop and maintain a team-centered work environment, have a positive attitude, and present yourself professionally.
• Able to add, subtract, multiply, and divide all units of measure using whole numbers, common fractions, and decimals.
• Able to write, deliver, and prepare emails, letters, memos, presentations, reports, etc. professionally and accurately.
• Able to lift 30 lbs.
• Able to sit for long periods of time, reach, bend, lift, stand and crouch as needed.
• Able to perform all tasks defined above either with or without accommodation.
• May be asked to travel to customer locations, tradeshows, and events.
• Able to manage multiple projects in a goal driven, fast-paced environment.
• Willingness to accept phone calls during off hours on a company provided cell phone.
• May be asked to support manufacturing during off hours (uncommon).

Work Conditions

• Subject to normal warehouse and production environment.
• Subject to high noise levels where hearing protection, and all personnel protective equipment (PPE) is required.
• Subject to atmospheric conditions such as fumes, odors, powders, dust, and other particles including allergens.

Note: This job description is not intended to be all-inclusive. Salary is dependent upon experience, internal, and external salary conditions. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.