Key Account Manager
Department: Commercial Operations & SIOP
Reports To: Senior Key Account Manager | Director of Commercial Operations & SIOP
Location: Bethlehem, PA / Hybrid (schedule determined by manager)
FLSA Status: Exempt
Main Function
Reporting to the Senior Key Account Manager, the Key Account Manager (KAM) is responsible for managing day-to-day operational deliverables to an assigned portfolio of medical device OEM and distributor accounts. This includes supporting the customer S&OP/SIOP process, demand management, sales order accuracy, open order reporting, and serving as the primary operational point of contact for assigned accounts. The KAM plays a critical role in SIOP by ensuring customer demand signals are accurate, timely, and actionable — directly enabling supply planning, capacity alignment, and executive-level demand review. The KAM functions as the first line of communication and issue identification for customer-related matters, and works cross-functionally with planning, supply chain, quality, and operations to ensure service level commitments are met. This role joins an established Key Account Management team and is designed to develop future commercial leaders within a vertically integrated medical device manufacturing environment.
Principal Duties / Responsibilities
Customer Operations & Demand Management
- Serve as the primary customer interface for operational matters, ensuring timely and accurate communication across assigned accounts.
- Support the customer S&OP process by gathering, validating, and communicating customer demand signals including rolling forecasts, blanket orders, and pull-ahead requests.
- Manage sales order entry, maintenance, and accuracy within Epicor ERP; monitor open order books and backlog exposure.
- Ensure accurate and timely open order reporting to both internal stakeholders and external customers.
- Identify and communicate fulfillment risks proactively, partnering with planning and supply chain to resolve gaps before customer impact occurs.
- Serve as the demand data owner for assigned accounts within the formalized SIOP process; ensure customer forecast inputs are validated, reconciled, and submitted accurately and on cadence to support the monthly demand review gate. Own forecast accuracy metrics for assigned accounts, identify variance drivers, and populate the demand review template on cadence for SIOP consolidation.
Account Management & Customer Experience
- Build and maintain strong customer relationships focused on delivery reliability, responsiveness, and trust.
- Lead routine customer status calls and business review touchpoints, documenting outcomes and driving internal follow-through.
- Act as the first point of escalation for customer issues; identify, document, and route issues according to the commercial escalation framework.
- Maintain issue logs with status, root cause, and closure timelines; communicate proactively with customers on delays, substitutions, or constraint impacts.
Sales Operations Support
- Support sales operations processes to ensure smooth and efficient execution of commercial activities within assigned accounts.
- Contribute to open order dashboards, fulfillment rate reporting, and weekly/monthly commercial performance metrics (OTD, backorder, fill rate).
- Partner with the Director of Commercial Operations & SIOP and supply chain leadership to ensure customer demand inputs are aligned with internal capacity constraints and reflected accurately in the SIOP demand plan.
- Support NPI onboarding activities for new programs at assigned accounts, coordinating across quality, planning, and operations.
Analytics & Reporting
- Analyze order and fulfillment data to identify trends, risks, and opportunities across assigned accounts.
- Contribute to KPI tracking for demand accuracy, order fulfillment, and customer satisfaction.
- Provide regular updates to the Senior Key Account Manager regarding account performance trends, escalation status, and service level risks.
Process Improvement & Compliance
- Identify operational issues impacting customer service and escalate or resolve within defined authority.
- Support continuous improvement initiatives in customer operations, demand management, and order fulfillment workflows.
- Ensure all customer-facing operations are conducted in compliance with FDA, ISO 13485, ISO 9001, and company quality standards.
- Contribute to ERP (Epicor) and system enhancement initiatives as they relate to commercial and order management workflows.
Required Knowledge, Skills, and Abilities
- Strong organizational and prioritization skills with the ability to manage a high-volume order book and multiple customer accounts simultaneously.
- Effective written and verbal communication skills with the ability to represent Exalta professionally in customer-facing interactions.
- Analytical ability to review order and fulfillment data and translate findings into actionable next steps.
- Problem-solving skills with a focus on identifying and resolving customer and operational issues proactively.
- Collaborative working style with demonstrated ability to drive cross-functional follow-through.
- Experience with or exposure to demand planning, S&OP processes, and customer order management.
- Proficiency in ERP systems (Epicor preferred), Microsoft Excel (intermediate to advanced), and ability to navigate and contribute to Power BI dashboards or equivalent reporting tools.
Required / Preferred Education and Experience
- Bachelor’s degree in Business Administration, Supply Chain, or related field.
- 0–2 years of experience in customer-facing, commercial operations, or supply chain roles; internship experience in a manufacturing environment strongly considered.
- Experience in the medical device industry preferred; familiarity with FDA-regulated environments or ISO 13485 quality systems a plus.
- Epicor ERP experience preferred; exposure to order management or demand planning modules is an advantage.
- Proficiency in Microsoft Excel required; experience working within Power BI dashboards in a supply chain or commercial operations context is a plus.
Working Conditions
This position operates in a professional office environment with periodic interaction with manufacturing and warehouse functions. Travel to customer sites may be required (≤20%). Must be able to maintain professionalism in high-visibility customer escalation scenarios.