Full-time Manager
Raynham, MA, US
Salary Range: $80,000.00 To $86,000.00 Annually
Job Summary:
The Inside Account Manager serves as the primary liaison between the company and assigned customer accounts, ensuring exceptional service throughout the entire customer lifecycle. This position is responsible for managing customer relationships, coordinating order fulfillment, maintaining accurate forecasts, supporting quotation activities, and resolving customer inquiries while working collaboratively with Sales, Operations, Engineering, Planning, Quality, and Finance.
The Inside Account Manager plays a critical role in delivering an outstanding customer experience by ensuring accurate order processing, proactive communication, timely issue resolution, and adherence to customer and regulatory requirements. Success in this role requires strong relationship management skills, attention to detail, sound business judgment, and the ability to effectively manage multiple priorities in a fast-paced manufacturing environment.
Essential Functions*:
Customer Account Management
Manage assigned house accounts and serve as primary internal contact for customer inquiries
Participate in customer meetings and provide status updates as required
Maintain and monitor customer supplier portals
Support customer payment follow-ups and issue resolution
Order Management & Fulfillment
Review customer purchase orders (POs) for terms and conditions compliance
Enter and manage orders in ERP system (Syspro)
Coordinate ship dates with Operations and communicate confirmations to customers
Process cash-in-advance and credit card orders, including issuing pro-forma invoices
Maintain accurate documentation and filing of all order-related records
Customer Concurrence Management
Initiate customer concurrence requests related to product or supplier changes
Complete and submit required concurrence documentation
Assign tracking numbers and monitor approvals
Participate in bi-weekly concurrence meetings and provide updates
Engineering Order Coordination
Process engineering-related orders and submit supporting documentation
Generate and submit non-standard lead sheets to Engineering
Coordinate order approval, booking, and customer communication
Expediting & Order Changes
Manage customer expedite requests including ship date changes, quantity adjustments, and order cancellations
Submit expedite requests to Operations/Planning and communicate outcomes to customers
Update order records and provide timely customer acknowledgments
Forecasting
Maintain and update customer forecasts within the ERP system
Enter new releases and adjust forecast quantities as needed
Participate in forecast review meetings to support planning accuracy
Returns & Complaint Handling (RMA Process)
Initiate customer complaints and manage RMA process end-to-end
Create required financial approval documentation (ARDAF)
Enter and track complaints in internal systems
Process RMA orders and replacement shipments
Issue customer credits when applicable and close RMAs
Quoting & Pricing Support
Receive and process customer RFQs
Coordinate with Business Development Managers (BDMs)
Prepare and issue quotes including standard pricing and custom quotes with engineering input
Maintain quote tracking tools and documentation
Documentation & Compliance
Provide customers with required documentation such as shipping documents, SDS, and UN/DOT certifications
Maintain and update company registration in SAM.gov
Ensure compliance with all customer and regulatory requirements
Reporting & Administrative Support
Generate and distribute weekly open order reports
Support invoice distribution and customer account statements
Maintain organized records and documentation in shared systems
Education / Training / Skills / Experience:
Required Qualifications
Associate's degree in Business Administration, Supply Chain, Marketing, or related field, or equivalent work experience.
Minimum of 5 years of experience in customer service, account management, inside sales, or order management within a manufacturing environment.
Experience working with ERP systems (Syspro preferred).
Strong Microsoft Office proficiency, particularly Excel.
Excellent verbal and written communication skills.
Strong organizational and time management skills.
Ability to prioritize multiple projects while meeting deadlines.
Demonstrated problem-solving and customer relationship management skills.
Preferred Qualifications
Bachelor's degree in Business, Supply Chain Management, or related discipline.
Experience supporting OEM or industrial manufacturing customers.
Experience with forecasting and production planning.
Experience working in ISO or highly regulated manufacturing environments.
Familiarity with export documentation and international shipping requirements.
Key Competencies
Customer Relationship Management
Communication
Problem Solving
Attention to Detail
Organization & Planning
Customer Focus
Adaptability
Accountability
Work Environment
This position is remote eligible, but with preference given to candidates located near one of our facilities (Raynham, MA; Houston, TX; Newark, NY)
Nice to Have
Experience with government or defense contracting documentation.
Experience supporting international customers.
Knowledge of battery manufacturing or other regulated manufacturing industries.
Experience with customer portals and EDI systems.
Physical Requirements:
Prolonged periods of sitting and computer work.
Frequent use of telephone and computer systems.
Occasional standing, walking, and visits to manufacturing areas.
Ability to lift up to 15 pounds occasionally.
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
Ultralife Corporation is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, color, religion, sexual orientation, gender identity, national origin, citizenship, sex, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department via phone at 315- 332-7100
