Senior Customer Service Representative

LHH; Cincinnati (OH); On-site; USD 80,000 - 100,000; Full time

Job summary

LHH in Cincinnati, OH is seeking a Senior Customer Account Manager to oversee key B2B relationships within a fast-paced manufacturing and distribution environment. You will own the full customer order lifecycle, coordinating with production, inventory, shipping, and internal operations to ensure smooth fulfillment.

The role requires strong communication, problem solving, and the ability to balance customer expectations with production capacity.

Qualifications

• Experience in manufacturing, packaging, distribution, or industrial environments.
• Strong understanding of ERP systems and order-management processes.
• Proficient in order entry and the order-to-cash lifecycle.
• Experience managing large or complex B2B customer accounts.
• Ability to coordinate with production, shipping, and supply chain teams.

Responsibilities

• Serve as the primary day-to-day contact for assigned B2B customer accounts.
• Coordinate purchase orders from entry to fulfillment, shipment, and follow-up.
• Provide customers with updates on order status, lead times, and delivery dates.
• Work with production, inventory, and logistics to resolve issues.
• Monitor orders for delays and coordinate shipping and delivery.
• Prepare quotations and maintain pricing and order information.
• Communicate with plant personnel to resolve production and fulfillment problems.
• Maintain organized account records and order histories.

Skills

Order entry

Order-to-cash

B2B account management

Customer service

Communication

Problem solving

Education

Bachelor's degree preferred

Tools

ERP systems

Job description

Senior Customer Account Manager – Manufacturing

Salary: $80,000–$100,000 annually

Full-Time | Direct Hire

Our client is seeking an experienced Senior Customer Account Manager to manage key B2B customer relationships within a fast-paced manufacturing and distribution environment. This role is ideal for someone who understands the full customer order lifecycle and can effectively coordinate between customers, production, inventory, shipping, and internal operations.

The successful candidate will be comfortable taking ownership of complex customer accounts, solving problems independently, and keeping customers informed regarding orders, production timelines, inventory availability, and delivery expectations.

Responsibilities

• Serve as the primary day-to-day contact for an assigned portfolio of B2B customer accounts
• Manage customer purchase orders from initial receipt and order entry through fulfillment, shipment, and follow-up
• Provide customers with accurate updates regarding order status, inventory availability, lead times, production schedules, and expected delivery dates
• Coordinate closely with production, plant operations, supply chain, shipping, quality, and other internal departments
• Monitor open orders and proactively identify potential delays, shortages, or fulfillment concerns
• Coordinate shipping, freight, and logistics information to support on-time delivery
• Research and resolve customer questions, order discrepancies, delivery concerns, and service issues
• Prepare customer quotations and maintain accurate pricing, order, and account information
• Review customer requirements and purchase orders for accuracy before orders move through production
• Balance customer expectations with production capacity, material availability, inventory levels, and operational constraints
• Maintain accurate customer and order information within ERP and CRM systems
• Communicate directly with plant personnel to resolve production and fulfillment issues
• Maintain organized account records, customer documentation, and order history
• Look for opportunities to improve order processing, communication, and the overall customer experience
• Provide account updates and reporting to internal leadership as needed

Qualifications

• Previous experience supporting customers in a manufacturing, packaging, distribution, or industrial environment
• Experience working with ERP systems and customer order-management processes
• Strong understanding of order entry and the order-to-cash process
• Experience managing customer purchase orders and complex B2B accounts
• Exposure to production scheduling or production coordination
• Experience coordinating shipping, freight, and logistics
• Ability to communicate effectively with plant, production, supply chain, and operational teams
• Experience responding to customer questions involving inventory, lead times, production status, and delivery dates
• Strong problem-solving skills with the ability to handle customer issues independently
• Excellent written and verbal communication skills
• Strong attention to detail with the ability to manage multiple customer priorities simultaneously
• Experience with large, complex, or customized customer orders is preferred
• Bachelor’s degree preferred but not required based on relevant experience