Associate Key Account Manager - US

As part of our growth, we are looking for an Assistant Key Account Manager for Lancaster, PA where you will be part of a dynamic team!

Essential Functions Performed by the Position

• Supports customer enquiries and service requests, resolving routine matters and escalating more complex requirements to Customer Care leadership or Key Account Managers as appropriate.
• Supports the end to end order process, including order entry and maintenance, quotations, proforma invoices, shipping documentation, invoicing support, and communication of order status and shipping dates.
• Supports customer setup and ongoing account maintenance, including master data, requested documentation and certifications, and customer facing digital platforms.
• Supports customer complaints, RMAs, product samples, and other service requirements, ensuring accurate documentation and timely coordination with the appropriate teams.
• Maintains customer service trackers, reports, and operational controls, supporting accurate data and visibility to service performance, KPIs, and customer requirements.
• Works closely with Customer Care, Key Account Managers, Operations, Sales, and other internal teams to coordinate customer requirements, resolve issues, and support a consistent customer experience.
• Learns and follows established SOPs, work instructions, systems, and data quality standards while identifying recurring issues, process gaps, and opportunities for improvement.
• Supports team priorities, projects, and workload requirements as needed while continuing to develop knowledge of customers, products, systems, and the overall order and supply process.

Position Qualifications Education:

• High School Diploma
• Bachelor's degree in business administration or relevant professional experience

Experience:

• 1 - 2 years' customer service experience, ideally in a manufacturing environment

Language Proficiency:

• Fluent in English both written and verbal
• Any other language skills are advantageous

Knowledge, Skills, and Abilities

• Basic understanding of customer service principles with strong attention to detail and accuracy.
• Proficiency in Microsoft Office applications and the ability to learn ERP, CRM, and other business systems.
• Effective written and verbal communication, organization, and time management skills.
• Ability to follow established processes, prioritize workload, and meet deadlines.
• Ability to work collaboratively across teams while seeking guidance and escalating issues when appropriate.
• Demonstrates curiosity, initiative, adaptability, and a desire to learn and develop.
• Open to coaching, feedback, and increasing levels of responsibility.
• Demonstrates a positive, professional, customer focused approach and appropriate discretion when handling customer and business information.

Working Hours and Conditions

Less than 10%. Travel to Customer or other locations may be required from time to time but will be infrequent

We value diversity at our company. Everyone who applies with the qualifications will receive consideration for employment without regard to: age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by law.

We receive a high number of applications, so apologies if we are unable to provide specific feedback. If we feel you are a fit for the role, we'll be in contact.