Account Manager

Westrock Coffee Co. is a rapidly growing global coffee, tea, and extracts provider to retail, foodservice and consumer packaged goods industries. Our mission is to supply the world's most iconic brands with the most transformative products and beverage services. The Westrock Coffee Account Manager acts as the primary point of contact for clients, building and maintaining strong relationships by understanding their needs, addressing concerns, and ensuring they receive the best possible service. The Account Manager monitors account performance and profitability, acting as a liaison between the customer and the organization to achieve long-term customer satisfaction and revenue goals. Job Duties: * Serve as the primary point of contact for day-to-day management of assigned accounts and function as first point of escalation. * Manage client onboarding process. Conducts onboard meetings to understand client needs and develops onboarding action plans and expected timelines. * Build and maintain strong working-level relationships with clients to ensure requirements are met and expectations are communicated effectively. * Collaborate with clients on forecast planning, including volume and timing by SKU, and proactively share outlook with internal teams. * Address tactical issues and resolve them efficiently, ensuring seamless operations. * Utilization of client systems and applications for order processing and supply chain management (e.g., SAP) * Collaborate with client buyers to adjust orders and mitigate risks of supply shortages or delays. * Monitor product order processing and ensure OTIF. * Manage operational issues, including missed dock appointments, damaged freight, quality concerns, shortages, labeling requirements, and deductions. * Complete product set-up forms and maintain compliance documentation for submissions. * Monitor, report and resolve outstanding accounts receivables. * Deliver scheduled reporting packages, as required. * Provide clients with updates on pricing, minimum order requirements, policy/progress changes, and product related events (e.g., recalls, quality issues). * Overseeing all aspects of a client's account, including contract management, service delivery, billing, and renewal processes. * Coordinate customer visits, meetings, Quarterly Business Reviews (QBRs) and Request for Inquiry (RFI) and Request for Proposal (RFP) requests. * Special projects and other duties, as assigned.

Created: 2025-02-15