Account Manager

ROLE SUMMARY

Our client is looking for an Account Manager to provide more focused development on their existing base of over 500 customers located in every state across the United States. They are the leading supplier to the hospitality industry providing a variety of customized paper and plastic products such as key cards, key holders, notepads, pens, business cards, and signage.

One of the client’s core company values is customer obsession, and this position will ensure all customers get that. It involves communication across many operational areas of the company, such as sales, vendors, warehouses, and operations. The position reports to the owner and is anticipated to lead to expanding levels of responsibility and leadership.

If you describe yourself as an adaptable, enthusiastic, communicative, and motivated person with an entrepreneurial spirit, this position is exactly what you are looking for. This is a full-time position, working from home to regularly reach out to customers, anticipate their needs, help settle any issues and ensure every customer has a great experience each order, each year. Enjoying communicating with people is key, as you will be expected to be on the phone with customers every day. Much of this is relationship building and understanding their needs while filling orders for products they have purchased below, as well as other products the client offers.

SCHEDULE: 9 AM - 6 PM Pacific Daylight Time (12 AM – 9 AM Philippine Local Time), Follows Philippine Holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Call on accounts every day for about half of the day to ensure customers are aware that you are their primary contact for all their needs

·       Ensure customer contacts are all current and introduce them to all products

·       Get additional contacts

·       Document changes in various cloud-based applications so other teammates can access them

·       Take repeat orders as well as work with the in-house Graphics Department to make any updates to customers’ designs

·       Learn why customers have not made any recent orders and try to get them back as happy, satisfied customers

·       Shepherd the sales process to completion by ensuring the correct products are delivered and answering any inquiries from the customer once the order is set up

·       Work with vendors to make any post-order customer changes after the original PO is submitted

·       Escalate supply, cost, or price issues to management for resolution

·       Communicate with the customers’ expected delivery dates and issues if they arise

·       Work with the internal automation team to ensure the accounts of customer orders online are properly set up and how to use them is explained to the customer

·       Resolve shipping services (FedEx, UPS, DHX) issues to ensure final delivery and file loss claims as necessary

·       Help correct bounced emails and direct mail returns corrections (from past mailing campaigns)

·       Let customers know about new websites, new products, specials, etc.

·       Assist other team members who have questions about customers and customers’ products

QUALIFICATIONS

·       A high school graduate

·       10-15 years of B2B sales and account management experience

·       Basic print industry and hospitality background desired, but not required

·       Proficient with Salesforce, Gmail/Google Drive, Box, Slack, PersistIQ, and has the ability and willingness to learn other platforms

·       Well-organized, with the ability to think on their feet, and loves to talk to, and learn about, people

·       Competitive and has the desire to achieve goals, quotas, and key metrics and to satisfy customers

·       Ability to understand the cost drivers of a complex product offering

·       Action-oriented with limited supervision, who works well independently and in a team environment

·       Excellent at communicating (verbally and written) while knowing when to ask questions or get clarification

·       Personable with ambition and rapport building

·       Coachable with an interest in implementing feedback and open to learning a product that is detail-oriented