Account Support Manager, OFC

Company Summary:

For over 60 years, MeriCal has been at the forefront of innovation in the dietary supplement industry, delivering custom manufacturing and packaging solutions with passion and precision. With state-of-the-art facilities in Southern California and Ogden, UT, we transform ideas into high-quality products—from research and development to the finished products. Our team, with over 30 years of combined experience, is dedicated to crafting exceptional gummies, probiotics, tablets, capsules, chewables, and powders using clinically backed ingredients. At MeriCal, we don’t just meet expectations—we exceed them, every time. Join us and be part of a dynamic, forward-thinking team shaping the future of nutrition!

The Opportunity:

The Account Support Manager (ASM) is responsible for the end-to-end management and execution of assigned customer accounts from purchase order receipt through fulfillment and invoicing. The ASM serves at the primary day-to-day customer contact and partners closely with Sales to ensure customer requirements, commitments, and expectations are effectively managed.

The ASM acts as a key liaison between customers, Sales, Planning, Manufacturing, Quality, Supply Chain, Procurement, Distribution, Finance, and Project Management. The ASM is responsible for proactively identifying risks, resolving customer issues, coordinating cross-functional activities, and driving actions through completion.

The ASM also supports business growth by monitoring customer demand, forecasts, inventory, pricing, and operational performance and communicating trends, risks, and opportunities to Sales and Operations leadership.

What You’ll Do:

Customer & Account Management 

• Manage assigned customer accounts from purchase order receipt through order fulfillment and invoicing.
• Serve as the primary day-to-day customer contact and provide timely, accurate, and proactive communication.
• Partner with Sales to manage customer relationships, escalations, business needs, and growth opportunities.
• Respond to customer inquiries and complaints and maintain ownership of issues through resolution.
• Maintain accurate knowledge of customer requirements, specifications, documentation, pricing, MOQs, lead times, and other account-specific requirements.

Order & Supply Chain Management

• Maintain accurate knowledge of customer requirements, specifications, documentation, pricing, MOQs, lead times, and other account-specific requirements.
• Process customer purchase/sales orders through EDI or manual entry accurately and within established timelines.
• Validate orders for pricing, MOQ, specifications, and other applicable requirements.
• Monitor the complete order lifecycle, including materials, production, quality, packaging, shipping, and invoicing.
• Monitor inventory, open orders, pending shipments, and potential supply constraints.
• Collaborate with Planning, Manufacturing, Procurement, Quality, and Supply Chain to ensure customer requirements are met.
• Recommend and escalate order priorities to Planning and Operations leadership based on customer commitments and business needs.
• Obtain Planning/Scheduling confirmation before communicating or committing ship dates to customers.

Forecasting & Account Performance 

• Maintain and communicate customer forecasts and forecast changes.
• Analyze forecast versus actual demand and identify trends, variances, and potential risks.
• Identify potential capacity, material, inventory, and supply risks and proactively communicate concerns.
• Provide Sales and Supply Chain leadership with accurate account data, risks, and recommended actions.

Cross-Functional Leadership & Issue Resolution

• Lead and participate in cross-functional meetings related to customer orders, priorities, inventory, production, and customer issues.
• Coordinate internal resources to resolve customer issues and drive agreed-upon actions through completion.
• Follow up with responsible departments and escalate unresolved or high-impact issues when necessary.
• Serve as the voice of the customer while balancing customer requirements with operational capabilities and company policies.
• Identify recurring issues and recommend process improvements.

Commercial & Process Compliance

• Validate customer pricing and ensure approved pricing is accurately reflected in applicable systems.
• Enforce established MOQ requirements and appropriately escalate exceptions.
• Process and coordinate Change Control Requests (CCRs) in accordance with established procedures.
• Maintain accurate customer and order documentation.
• Follow established company policies and procedures related to order management, pricing, forecasting, documentation, and customer requirements.

What You’ll Bring:

• Bachelor’s degree or higher is required.
• Experience in manufacturing, contract manufacturing, or consumer packaged goods.
• Experience in the nutraceutical, dietary supplement, food, pharmaceutical, or related regulated manufacturing industries.
• Experience with ERP systems such as Sage 500/MAS500.
• Experience with EDI platforms and customer portals.
• Experience with forecasting, inventory management, or supply chain coordination.
• Strong administrative skills are a mandatory requirement for this position.
• 3–5 years of experience in customer service, account management, order management, supply chain, or a related business function.
• Experience managing customer accounts and coordinating multiple internal departments.
• Demonstrated experience managing customer issues from identification through resolution.
• Demonstrated ability to analyze customer demand, forecasts, inventory, and operational data.
• Strong understanding of order management and customer fulfillment processes.
• Demonstrated ability to prioritize multiple competing customer and operational requirements.
• Strong written and communication skills.
• Strong organizational and follow-through skills.
• Demonstrated leadership ability and experience influencing cross-functional teams.
• Proficiency with Microsoft Office, particularly Excel.
• Experience managing large or strategically important customer accounts.
• Experience supporting customer onboarding, product commercialization, or new product launches.
• Ability to learn and effectively utilize ERP, EDI, reporting, and document-management systems.

The Perks:

• No-cost vision insurance (yes, you read that right!), employer-paid life insurance, paid company holidays, generous paid time off, sick leave, employee assistance program, and a comprehensive wellness program. 
• Affordable medical and dental insurance plans tailored for you and your dependents.
• Exceptional supplemental benefits, including Accident, Critical Illness, Hospitalization indemnity plans, and pet insurance.
• 401(k) matching plan and more!

 A reasonable estimate of the current base pay range for this position is $75,000 to $85,000. The compensation offered may vary depending on the candidate’s geographic region, job-related knowledge, skills, and/or education.