Manufacturing Relationship Manager

Accurate Felt & Gasket (AFG) is a family-owned, ISO 9001:2015 certified global supplier of die-cut parts and gasket materials since 1951. We're seeking a Manufacturing Relationship Manager to join our team long-term. This pivotal in-office role focuses on building and nurturing strong relationships with our valued customers, both existing and new. The ideal candidate will combine exceptional communication and problem-solving skills with a deep understanding of manufacturing processes, materials, and services.

Responsibilities:

Customer Relationship & Technical Management:

• Forge and maintain robust relationships with existing and prospective customers through proactive, personalized communication and interaction.
• Proactively identify and anticipate customer needs, providing tailored solutions that align with our manufacturing capabilities and product offerings.
• Resolve complex customer inquiries, complaints, and technical issues efficiently, effectively, and professionally, offering alternative solutions and escalating to production or engineering as needed.
• Ensure clear, precise communication with customers regarding order status, production lead times, and delivery schedules, setting realistic expectations.
• Collaborate seamlessly with manufacturing, quality control, purchasing, and engineering teams to address customer concerns, expedite orders, and ensure on-time, accurate fulfillment.

Sales & Technical Support:

• Provide comprehensive product information and technical assistance to customers, guiding material selection for new and existing applications.
• Accurately quote materials and services, leveraging a strong understanding of our manufacturing costs, processes, and lead times.
• Interpret and apply information from engineering drawings, blueprints, and technical specifications, including dimensions, fractions, and geometric tolerances, to ensure precise customer orders.
• Support Quality Control (QC) initiatives, assisting with PPAP (Production Part Approval Process), FAI (First Article Inspection), and new part approvals by facilitating customer communication and documentation.
• Maintain and update detailed customer accounts within the CRM system, meticulously documenting all interactions, technical discussions, and transactions.
• Support customer requirements through dedicated customer portals, ensuring timely and accurate information exchange.

Account Management & Process Improvement:

• Manage customer accounts end-to-end, overseeing order entry, processing, and delivery, including assisting with expedited requests and production schedule adjustments.
• Monitor customer satisfaction levels through direct feedback and data analysis, proactively identifying areas for service and manufacturing process improvements.
• Review incoming purchase orders meticulously to verify accuracy, completeness, and alignment with quoted specifications and manufacturing capabilities.
• Analyze and document recurring customer issues and non-conformances to identify underlying trends, collaborating with manufacturing and quality teams to lead continuous improvement efforts.
• Maintain open and proactive communication with customers throughout the order lifecycle, providing updates on production progress and addressing any concerns related to manufacturing or delivery.

Team Collaboration & Development:

• Contribute to a positive and collaborative work environment across all departments.
• Actively participate in cross-training initiatives with the order entry/quoting department and other operational roles to enhance overall team performance and understanding of manufacturing workflows.
• Provide training and development support to enhance team knowledge and capabilities.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Engineering, or a related technical field is ideal; Associate's degree required.
• Minimum of 5 years of progressive experience in customer service, account management, or sales support within a manufacturing or industrial environment is required.
• Demonstrated ability to read, interpret, and work with engineering drawings, blueprints, and technical specifications, including understanding dimensions, fractions, and GD&T (Geometric Dimensioning and Tolerancing) concepts.
• Strong understanding of manufacturing processes (e.g., die-cutting, gasket fabrication, material properties) and industry quality standards (e.g., ISO 9001).
• Proven ability to manage complex order entry requirements, understand production scheduling, and navigate manufacturing lead times.
• Exceptional problem-solving, analytical, and negotiation abilities, with a proven track record of resolving complex customer issues in a manufacturing context.
• Excellent verbal and written communication and interpersonal skills, capable of translating technical information for non-technical audiences and fostering strong customer relationships.
• Detail-oriented with strong organizational skills, capable of managing multiple priorities in a fast-paced, dynamic manufacturing environment.
• Proficiency in CRM software and Microsoft Office Suite (Outlook, Excel, Word)

Schedule:

• Monday - Thursday in person 6am to 4:30pm, Friday 2-3 hours remote from home required.

Benefits:

• Health insurance
• Retirement plan (Profit sharing)
• Dental reimbursement
• Life Insurance
• Disability Insurance
• Paid time off & sick days
• Vision insurance

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities are subject to change at any time with or without notice. EEOC