Sr. Customer Support/ Account Manager

Vaco; Indianapolis (IN); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Vaco in Indianapolis, IN is seeking a Senior Customer Support Specialist / Account Manager to own key customer relationships and serve as the trusted contact for a portfolio of high-priority accounts. This role follows a “white-glove” ownership model with dedicated support for larger accounts.

You will manage the relationship from PO to delivery, coordinate cross-functionally, and ensure customer needs are met end-to-end.

Qualifications

• Bachelor's degree preferred.
• 5–10 years of experience in customer service, account management, or sales support.
• 3–5+ years of hands-on experience with SAP ERP.
• A background in a manufacturing, industrial, or B2B account/relationship management environment is strongly preferred.
• Account management or sales exposure is a plus.

Responsibilities

• Serve as the primary point of contact for an assigned portfolio of corporate customer accounts.
• Own the customer relationship from purchase order through delivery and beyond, communicating clearly with all parties involved.
• Provide input to the Account Management team on changes that may impact short-term forecasting.
• Partner directly with Account Managers on open projects, conversions, and quality-related concerns.
• Accurately process orders and order changes within the company's ERP system.
• Initiate and manage troubleshooting of customer complaints through full resolution.
• Act as a liaison between the quality department and customer-side quality teams.
• Support customer credit checks, and help administer rebate/contract terms.
• Partner with Accounts Receivable on item resolution and collections as needed.
• Identify and help implement process improvements alongside your supervisor.
• Use creative, solutions-oriented thinking to proactively meet customer needs.

Skills

Customer service

Account management

Sales support

Microsoft Office

Verbal written communication

Education

Bachelor's degree

Tools

SAP ERP

Job description

Senior Customer Support Specialist / Account Manager

Location: Indianapolis, IN (Northwest side)

Compensation: $70,000 - $80,000, based on experience

Schedule: Monday - Friday, 40 hours/week | Hybrid - 4 days on-site, 1 remote day per week

About the Opportunity

Our client is a growing manufacturer that produces specialized components used by some of the world's leading food, beverage, and pharmaceutical brands. Due to recent business growth and geographic expansion, our client is adding to their Customer Support team and is seeking an experienced Senior Customer Support Specialist / Account Manager to own key customer relationships and serve as a trusted point of contact for a portfolio of high-priority accounts.

This role follows a dedicated, "white-glove" account ownership model: larger, high-profile accounts are assigned their own dedicated senior support specialist, while smaller accounts may be grouped together. You'll be the primary point of contact for your accounts - building relationships, resolving issues, and coordinating cross-functionally to ensure customer needs are met from start to finish.

What You'll Do

• Serve as the primary point of contact for an assigned portfolio of corporate customer accounts
• Own the customer relationship from purchase order through delivery and beyond, communicating clearly with all parties involved
• Provide input to the Account Management team on changes that may impact short-term forecasting
• Partner directly with Account Managers on open projects, conversions, and quality-related concerns
• Accurately process orders and order changes within the company's ERP system
• Initiate and manage troubleshooting of customer complaints through full resolution
• Act as a liaison between the quality department and customer-side quality teams
• Support customer credit checks, and help administer rebate/contract terms
• Partner with Accounts Receivable on item resolution and collections as needed
• Identify and help implement process improvements alongside your supervisor
• Use creative, solutions-oriented thinking to proactively meet customer needs

What We're Looking For

• Bachelor's degree preferred
• 5-10 years of experience in customer service, account management, or sales support
• 3-5+ years of hands‑on experience with SAP or another ERP system (required for this level)
• A background in a manufacturing, industrial, or B2B account/relationship management environment is strongly preferred over traditional call‑center experience
• Account management or sales exposure is a plus - this role offers a genuine path toward a future Account Manager position for the right person
• Strong organizational and analytical skills, with proficiency in Microsoft Office
• Excellent verbal and written communication skills, with the ability to build trust and rapport across all levels
• Ability to multitask across daily duties and multiple customer projects while staying composed under pressure
• Strong collaborator who proactively contributes to team goals and supports colleagues
• Reliable attendance and punctuality

Growth Opportunity

This role is designed for someone who wants to grow. After establishing success at the senior level, the typical career path leads toward a National Account Manager position - making this an excellent long‑term opportunity for a candidate looking to build and finish a career with a stable, growing organization.