Supply Chain Customer Service Account Manager
FAREVA RICHMOND INC · Henrico, VA 23231
Supply Chain Customer Service Account Manager
Fareva is currently seeking an experienced Supply Chain Customer Service Account Manager to join our team in Richmond, VA.
Who We Are:
Fareva is a leading contract manufacturer of pharmaceutical and personal care products, providing innovative solutions and technical expertise. Located at the intersection of Darbytown Road and Laburnum Avenue in Eastern Henrico County, our facility spans 745,000 square feet in a climate-controlled manufacturing environment.
Position Summary
Fareva is seeking an experienced Supply Chain Customer Service Account Manager to serve as the primary commercial and operational liaison for assigned customers. This role is responsible for managing customer relationships, ensuring superior service levels, coordinating cross-functional activities, and driving timely resolution of issues impacting customer satisfaction.
The successful candidate will act as the customer's single point of contact, collaborating closely with Planning, Manufacturing, Quality, Logistics, Finance, Procurement, and Sales teams to support business objectives, optimize supply chain performance, and ensure seamless order fulfillment.
This position requires strong analytical skills, business acumen, SAP expertise, and the ability to influence stakeholders at all levels both internally and externally.
About The Role:
- Serve as the primary point of contact for assigned customers, managing all communications and fostering strong business relationships in accordance with established engagement protocols.
- Lead and coordinate the resolution of customer inquiries related to service performance, product release status, shipping and logistics concerns, customer-owned inventory, monthly inventory reconciliations, and consumption-based credits.
- Collaborate closely with Production Planning, Manufacturing, Quality, Logistics, Finance, Procurement, and Sales teams to identify and resolve issues impacting order fulfillment, service levels, and overall customer satisfaction. Lead and participate in cross-functional initiatives to enhance customer experience.
- Partner with Inventory Control, Materials Management, and EHS teams to manage the disposition, invoicing, and reconciliation of excess and obsolete inventory.
- Leverage advanced SAP and Microsoft Excel expertise to analyze data and respond to customer-specific information requests. Develop SAP queries, reports, and analytical tools that support both immediate business needs and long-term operational improvements.
- Build and maintain effective relationships with customer stakeholders at all organizational levels, demonstrating professionalism, business acumen, and customer focus.
- Exercise sound judgment, independent decision-making, and a high degree of accountability in managing customer commitments, issue resolution, and business outcomes.
- Perform additional duties and special projects as assigned.
What You'll Do:
- Serve as the primary liaison between customers and internal operational teams, ensuring seamless coordination and support of ongoing business activities.
- Manage customer inquiries and requests, ensuring effective prioritization and timely resolution.
- Communicate production, supply chain, and logistics-related updates, issues, and risks to customers and internal stakeholders.
- Lead and participate in cross-functional teams to address customer needs and drive continuous improvements in service delivery and customer satisfaction.
- Escalate and communicate critical customer concerns to site leadership, facilitating prompt resolution and risk mitigation.
Our Ideal Candidate:
Education and experience
- Bachelor's degree in Business Administration, Supply Chain Management, Operations, or a related field preferred; equivalent experience will be considered.
- Minimum of 3 years of experience in customer service, supply chain, planning, account management, or a manufacturing environment.
- Advanced knowledge of SAP, including Inventory Management (IM), Warehouse Management (WM), and Sales & Distribution (SD) modules.
- Excellent verbal and written communication skills with the ability to build effective relationships across all levels of an organization.
- Strong understanding of contracts and the ability to apply contractual requirements to business transactions and customer interactions.
- Demonstrated analytical, critical thinking, and problem-solving skills.
- Ability to translate business needs into data-driven insights and analytical solutions using SAP and Microsoft Excel.
- Proficiency in SAP reporting and query development.
- Advanced Microsoft Excel and PowerPoint skills.
- Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Professional presence and customer-facing experience with the ability to effectively represent Fareva.
- Experience collaborating with senior leadership and participating in business planning and decision-making processes.
- Working knowledge of inventory management, production operations, procurement, financial systems, and manufacturing cost structures.
- Experience managing customer-related business transactions, including inventory, scheduling, and supply planning activities.
- Ability to analyze and interpret complex datasets to support business decisions.
- Demonstrated track record of delivering accurate, high-quality results on time.
- Comprehensive understanding of end-to-end supply chain processes, including inventory management, sales, and distribution.
What We Offer:
Competitive salaries, comprehensive health/vision/dental insurance, company paid short term disability, company paid life and accidental death insurance, 401(k) plan match of 4.5% with immediate vesting, generous employee referral program, 15 days of vacation annually, paid holidays annually, onsite cafeteria, job advancement opportunities. Manufacturing employees also receive company paid work shoes, uniforms and prescription safety eyeglasses