At Chem-Pak, our customers have trusted us for 60 years to manufacture high-quality products and back them with responsive service and dependable partnerships.
We're looking for a Customer Account Manager (Contracts) who enjoys building relationships, managing projects, and solving problems alongside multiple teams. If you like being the person customers count on, and you take pride in keeping orders on track and projects moving forward, this could be the opportunity you've been looking for.
About Chem-Pak
Chem-Pak, Inc. is a third-generation, family-owned contract manufacturer specializing in aerosol and liquid products for the automotive, industrial, MRO, consumer, and specialty-product markets. For 60 years, we've built a reputation for quality, flexibility, and dependable customer partnerships.
We're continuing to grow by expanding our production capabilities, investing in new technology, and building a culture focused on continuous improvement.
What You'll Do
The Customer Account Manager (Contracts) serves as the primary day-to-day relationship manager for assigned Chem-Pak customers. You'll build strong customer partnerships, coordinate order execution, manage customer-facing projects, and make sure customer concerns are communicated and resolved effectively.
Working closely with Sales, Operations, Supply Chain, Quality, Regulatory, Finance, R&D, and Project Coordination, you'll help align customer expectations with operational capabilities while proactively communicating updates, risks, and priorities. You'll also partner with Sales to support customer retention and account growth. Sales maintains responsibility for pricing strategy and commercial approvals, while the Customer Account Manager ensures clear communication and coordinated implementation.
Customer Relationship Management
- Serve as the primary day-to-day point of contact for assigned customer accounts
- Build and maintain strong customer relationships through timely communication and dependable service
- Conduct regular customer check-ins, business reviews, and planning discussions
- Coordinate customer visits, meetings, and internal preparation
- Manage customer communication, respond to inquiries, and direct requests to the appropriate internal teams
- Advocate for customer needs while balancing company priorities and operational capabilities
Order Management & Operational Coordination
- Enter and manage customer purchase orders in Microsoft Dynamics F&O
- Coordinate order requirements with material availability, production schedules, and regulatory needs
- Monitor order progress, production status, and shipment readiness
- Proactively communicate changes, delays, and potential risks to customers
- Work closely with Scheduling, Operations, Supply Chain, and Shipping to support accurate and timely order fulfillment
- Maintain accurate customer records, approved pricing, order documentation, and communication history
Customer Project Management
- Lead customer-facing coordination of new product launches, reformulations, packaging changes, and other assigned customer projects
- Establish and manage customer expectations, priorities, decisions, and communication throughout the project lifecycle
- Partner with the Project Coordinator on milestone tracking, action items, documentation, and project status updates
- Coordinate with Sales, R&D, Regulatory, Quality, Supply Chain, and Operations to communicate project requirements and deliverables
- Identify potential project challenges, escalate concerns, and help coordinate solutions across departments
- Maintain consistent customer communication while technical and operational teams manage their respective responsibilities
Issue Resolution & Quality Support
- Respond promptly to customer concerns and complaints
- Partner with the Quality team to coordinate investigations, corrective actions, and customer responses
- Assist with customer documentation requests, including Certificates of Analysis (COAs), Safety Data Sheets (SDS), specifications, test results, and regulatory information
- Provide timely customer updates and follow through on escalated concerns until resolution
- Work with the appropriate departments to make sure technical and quality-related concerns are addressed accurately
Demand Planning & Forecasting
- Collect and review customer forecasts and seasonal demand trends
- Maintain relevant forecasting information in Dynamics F&O
- Communicate anticipated demand changes to Supply Chain, Scheduling, and Operations
- Support proactive material planning and production scheduling through clear communication of customer needs
- Identify and communicate potential supply risks or planning concerns
Commercial & Strategic Support
- Partner with Sales on customer pricing reviews, annual pricing adjustments, minimum order quantity discussions, and other commercial account needs
- Provide customer insights, order history, forecasting information, and operational context to support Sales-led decisions
- Communicate approved pricing changes and coordinate accurate implementation
- Identify opportunities to strengthen customer relationships, improve service, and support account retention and growth
- Work with internal teams to identify opportunities for operational efficiency and cost reduction
- Participate in reviews of inactive customers and products, as well as commercial aspects of product formulation or packaging changes
What We're Looking For
- Experience in customer service, account management, or operations support
- Bachelor's degree in Business, Supply Chain, Operations, or a related field preferred; equivalent education and relevant experience will be considered
- Manufacturing or chemical industry experience preferred
- Experience working with ERP systems; Microsoft Dynamics F&O experience is a plus
- Strong communication and interpersonal skills, with the ability to build positive customer relationships
- Excellent organizational skills and attention to detail
- Ability to manage multiple customer accounts, projects, priorities, and deadlines
- Strong problem-solving skills and a proactive approach to customer service
- Ability to communicate effectively and collaborate across multiple departments
- Sound judgment and the ability to recognize concerns, escalate issues when appropriate, and follow through on commitments
- Comfortable working in a fast-paced manufacturing environment where customer needs and operational priorities may change
Working Conditions
Full-time, exempt, onsite position based in Martinsburg, WV. Primarily office-based, with occasional time in production, warehouse, and other manufacturing areas. Must be able to follow applicable safety procedures and wear required PPE when entering designated areas.
Compensation
- $50,000+ annually, depending on experience
Benefits: 401(k) with 4% match, dental insurance, health insurance, health savings account, life insurance, opportunities for advancement, paid time off, parental leave, referral program, tuition reimbursement, vision insurance
What Success Looks Like
A successful Customer Account Manager builds strong, trusted relationships with customers while keeping communication clear, orders on track, and customer projects moving forward. This person takes ownership of customer communication, anticipates potential challenges, and follows through on commitments while working collaboratively with internal teams.
Sound Like You?
If you enjoy building relationships, managing projects, solving problems, and working with a team that takes pride in great customer service, we'd love to hear from you.
Apply today with an updated resume to join the Chem-Pak team.
Chem-Pak, Inc. is an equal opportunity employer.
