Customer Experience Account Manager - Custom Engineered Solutions

ABEC; Bethlehem (Northampton County); On-site; USD 65,000 - 85,000; Full time

Job summary

ABEC in Bethlehem, PA is seeking a full-time Customer Experience Account Manager for the CSR Business Unit. The role involves managing customer accounts and providing technical support as well as project lifecycle assistance.

Qualifications include a Bachelor's Degree in Science or Engineering, 3-5 years in Customer Service, and proficiency in Microsoft Office. The position requires excellent communication skills and a willingness to travel up to 50% of the time.

Qualifications

• 3–5 years of experience with Customer Service desired.
• Strong emphasis on efficient internal and external communications.
• Proficient usage of Microsoft Office (Word, PowerPoint, Excel).
• Background in biopharmaceutical manufacturing preferred.

Responsibilities

• Maintain accountability for CSR Accounts.
• Interpret customer requests for solutions.
• Support customers by communicating with ABEC Operations.
• Provide reporting of activities including forecasts and call reports.
• Engage in regular travel according to business needs.

Skills

Customer Service

Technical Communication

Presentation Skills

Leadership Skills

Problem Solving

Education

Bachelor’s Degree in Science or Engineering

Tools

Microsoft Office

ERP systems

Job description

This is a full time onsite role at the Bethlehem, PA facility.

Position Summary

The Customer Experience Account Manager for the CSR (Custom Single Run) Business Unit will provide a clear path of communication for ongoing relationships with active CSR customer accounts. S/he will be responsible for managing customer correspondence and providing technical support and schedule‑related updates. This individual will also work with internal ABEC functions to support projects throughout their lifecycle.

Responsibilities

• Maintain accountability for CSR Accounts within the territory.
• Interpret customer requests and use tools provided, or delegate to appropriate internal resource, to determine solutions.
• Communicate with ABEC Operations and Business Units to support customers. Maintain close working relationships with ABEC personnel to drive activity and results.
• Contribute to active project activities, ensuring technical alignment and execution throughout.
• Execute or participate in Factory or Site Acceptance Testing or preliminary engineering runs as required.
• Support marketing activities by documenting tactics of competitors. Contribute to the development of new sales support material.
• Participate in customer visits to ABEC facilities for the purposes of technical discussions and product demonstration as required.
• Provide regular reporting of activities including forecasts and call reports.
• Continually improve subject matter knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in applicable professional organizations.
• Communicate with professionals in the field at all levels and transition information into product improvement.
• Work in a professional team‑based office environment and meet date‑driven customer‑focused commitments.
• Problem solve issues with attention to detail.
• Develop training materials and work with department leads to implement training.
• Independently explore new opportunities and follow up proactively.
• Ability to travel when required.
• Complete other duties as assigned.
• Will play an active role in identifying and driving Continuous Improvement (CI) opportunity.

Qualifications

• Bachelor’s Degree in Science or Engineering required.
• 3–5 years of experience with Customer Service desired.
• Strong emphasis on efficient internal and external communications.
• Ability to listen, determine and present appropriate technical solutions.
• Excellent oral presentation and technical writing as well as leadership skills.
• Background in biopharmaceutical manufacturing preferred.
• Proficient usage of Microsoft Office (Word, PowerPoint, Excel), ERP and other IT solutions.
• Fluency in English language (spoken and written) required.
• Willingness to engage in regular travel according to business needs (up to 50%).
• Awareness of and prior experience with implementing Continuous Improvement (CI) a plus.
• Prior Lean/Six Sigma experience a plus.