Sales Support Representative/Account Manager

Cold Chain Technologies, Inc. - Franklin, MA3.7


Job Title:

Account Manager

About Us:

Cold Chain Technologies is a leading manufacturer and provider of thermal packaging solutions to the pharmaceutical, biotech, health care and medical device industries. We are a technically advanced, financially secure company with more than 50 years of experience and a history of vigorous growth.

The company’s headquarters are in Franklin, MA, and is ISO 9001: 2015 registered. We have manufacturing facilities in Franklin, Nashville, TN and Reno, NV. We are also distributing and manufacturing our products in Europe through our licensee, Topa Thermal Packaging, and in Latin America and Asia through our wholly-owned subsidiaries. In addition, we work closely with sales and distribution partners in Mexico and Canada. Our design and ISTA-certified testing laboratories are highly recognized throughout the industry as world-class.


The Account Manager will work closely with assigned Business Development Managers (BDMs) and is responsible for the day to day interactions with assigned clients, and to manage assigned client programs through their lifecycle including; initiation, planning, execution, and monitoring, and to recommend business opportunities and to identify and remedy improvements or risks that need to be addressed with assigned clients.

Primary Responsibilities:

  • Manage and provide exceptional customer service to assigned BDM(s) and their client base:
  • Quote and maintain pricing for assigned clients
  • Document all non-order activities in Customer Relationship Management (CRM) system
  • Maintain and update account notes for all delivery locations
  • Set-up and maintain e-Commerce templates for assigned clients
  • Problem resolution regarding, orders, pricing, complaints and or service levels
  • Collaborate and build strong relationships with key stake holders and internal teams to support needs of the BDM and their clients
  • Educate customers and team about additional products and services which are available
  • Qualify leads and inquiries – distribute to appropriate parties as required
  • Create and monitor customer stocking agreements in CRM system against monthly actual usage trends and implement or recommend updates as required
  • Recommend opportunities for new projects, products or services to BDM and/or the client
  • Prepare quarterly usage forecasts for review with BDM and other leadership
  • Attend Quarterly Business Reviews (QBRs) with BDM as required
  • Follow up on assigned new leads within the BDM’s territory
  • Identify opportunities for improvement with order and/or delivery operations and implement or recommend improvements as required
  • Enter orders for assigned clients in ERP system as required
  • Participate in team, customer or departmental tasks/projects as assigned by manager
  • Cross train on accounts as assigned by manager
  • Follow company policies, procedures, designated SOPs and Work Instructions
  • Comply with all safety guidelines and standards as dictated by 5S practices
  • Maintain and promote both an environment of continuous improvement and lean manufacturing practices
  • Ad hoc projects and other duties as assigned
  • Special Requirements (License, Permit, Certification, Physical Limitations, etc…): **

Qualifications and Requirements:

  • Minimum 5+ years’ experience in customer service
  • Bachelor’s degree preferred
  • Exceptional written and verbal communication skills
  • Strong interpersonal skills and ability to work with others in a positive and collaborative manner always
  • Must be able to work in a fast-paced environment with minimal supervision; be flexible, be able to prioritize competing deadlines, be able to adapt to changes, understand urgency and when to escalate
  • Proven time management skills; organized with strong attention to detail and outstanding follow up
  • Ability to handle stressful situations, multi task, and problem solve
  • Experience working in an ERP system including reviewing purchase orders in an order management system and the Customer Relationship Management (CRM) application
  • Highly Proficient MS Office skills (Outlook, Word, Excel, PowerPoint)

Job Type: Full-time


  • Suppoting Multiple Top Key Accounts: 5 years (Required)
  • Supporting Outside Sales Reps: 5 years (Required)
  • Customer Service: 5 years (Required)
  • Account Management: 5 years (Preferred)


  • Bachelor's (Preferred)

Benefits offered:

  • Paid time off
  • Health insurance
  • Dental insurance
  • Healthcare spending or reimbursement accounts such as HSAs or FSAs
  • Other types of insurance
  • Retirement benefits or accounts