Account Manager (Inside Sales Representative)

The Account Manager (Inside Sales Representative or ISR) is responsible for managing the day-to-day commercial relationship with assigned customers, ensuring accurate and timely order execution while proactively supporting customer needs, protecting account profitability, and coordinating internal resources to deliver an excellent customer experience.

The ISR works closely with the Territory Managers and Supply Chain teams to ensure customer needs are met, quotes are accurate and timely, and customer issues are owned through resolution. The ISR builds trusted customer relationships, provides proactive communication, identifies account opportunities and risks, and supports customer growth and retention.

Responsibilities

• Manage Customer Relationships & Communication: Serve as the primary day-to-day contact for assigned accounts, building strong relationships through proactive communication, timely updates, confirmation of requirements, and follow-through on customer needs and commitments.
• Own Order Execution: Manage order entry, order tracking, status review, releases to shipping, and ongoing account follow-up to ensure accurate and timely execution from order receipt through shipment.
• Coordinate Supply & Demand: Partner with Supply Chain and other internal functions to support material flow, inventory levels, demand visibility, and service performance. Monitor customer demand, forecast changes, and anticipated releases, and communicate changes to the appropriate internal partners.
• Support Commercial Performance & Account Growth: Maintain accurate customer, material, and pricing information; stay aware of customer needs and account activity; and communicate risks, opportunities, competitive activity, and potential growth opportunities to the Territory Manager.
• Resolve Customer Issues: Own day-to-day resolution of customer concerns, including quality claims, delivery issues, pricing discrepancies, invoicing, and short pays, coordinating with internal partners and escalating when appropriate.
• Collaborate Across Functions: Work closely with Sales, Supply Chain, Operations, Quality, Logistics, Purchasing, Finance, and other internal partners to support effective account management and customer service.
• Maintain Account Continuity: Provide coverage for out-of-office team members and ensure continuity of customer service, communication, and execution.
• Perform other duties as assigned.

Desired Experience

• Strong customer service and relationship-building skills

• Strong written and verbal communication skills

• Commercial mindset with the ability to identify customer needs, opportunities, and risks

• Ability to interpret customer demand, pricing, and account activity

• Strong problem-solving and decision-making skills

• Excellent organization, prioritization, and time management skills

• Strong attention to detail and accuracy

• High level of integrity, accountability, and trust

• Proficient computer skills, including Microsoft Office and Excel

• Basic steel product and processing knowledge preferred