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Account Manager
Department: Marketing and Sales
Reports To: President/CEO
Summary: Works directly with Customers within all industries to collect order information, to sell additional products and services to current Customers, and to ensure that Customer needs are met.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
·Fulfills the responsibilities of inside sales representative.
·Follows corporate policies and procedures.
·Maintains clear and direct lines of communication throughout the organization, as needed, to meet Customer requirements.
·Acts as an advocate for the Customer, conducting business in a 'WIN WIN' fashion.using the tools provided calculates rates for new orders.
·Informs Customer of rates, shipping date, anticipated delays, and any additional information needed by Customer. Handles claims, overages, shortages, and damages.
·Enters Customer orders into TMW computer system as needed.
·Works with the Operations Team, specifically the Fleet Planner/Dispatcher, to identify any changes or delays.
·Communicates all changes or delays to the Customer or Fleet Planner as quickly as possible.
·Identifies and implements solutions to problems. Solves problems for Customers as expeditiously as possible.
·Performs pre- and post-delivery follow-up with each Customer as needed.
·Handles invoice disputes while maintaining the most positive relationship with the Customer.
·Maintains proper correspondence with Customer (i.e. thank you letters, reports, action reports, etc.)
·Issues late delivery credits. Note: Late deliver credit requests may be initiated by the Driver Representative, the Fleet Planner/Dispatcher, or the Safety Director.
·Maintains a Customer database in the TMW and 'Goldmine' systems and updates that data base in a timely manner.
·Reviews Customer data and information to identify potential problems and/or potential market opportunities.
·Works with the President, Marketing and Sales Manager, Account Executives, Customer Development and the Operations team to successfully attack market opportunities.
·At the direction of the President and/or the Marketing and Sales Manager, represents company at trade shows. Typically one per year.
·Assists Accounts Executives with the collection and development of leads.
·Conducts periodic and regular surveys of Customers to determine Customer satisfaction and cross-selling opportunities.
·Prepares periodic reports of Customer activity.
·Receives and checks Customer complaints, maintains a Customer Complaint Log, summarizes and reports complaint information regularly. Very important.
·Gathers information which will be used to forecast sales and production. Communicates that information to the President and/or Sales Manager.
·Compiles statistics and prepares various reports for management.
·Assists the President and the Marketing and Sales Manager in the development of sales forecasts.
·Assists the President and or Marketing and Sales Manager with the development of the department's operating budget.
·In the absence of a Customer Development Representative, assists with answering the telephone and directing calls.
·Strives for continuous improvement in all aspects of company operations.
·Maintains a safe, clean, and orderly work place
·Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES None.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
·Must be able to interact effectively with Customers
·Must be a team player, able to work successfully with interdependent teams.
·Must be able to achieve and maintain excellence
·Must be able to work quickly and accurately
·Must be self-motivated, a 'self starter.'
·Must posses the analytical, problem solving, and people skills necessary to perform job.
·Must be able to use the following computer software: Windows 95–platform software, TMW–operations software, PCMiler–mileage, routing software, Qualcomm–communications software, Map Links–integration software, MS Word–word processing software, Goldmine–contact management software, Winfax–fax from system software
EDUCATION and/or EXPERIENCE A high school diploma or equivalent experience is required. Experience working with Customers is also necessary.
LANGUAGE SKILLS Strong communication skills, both verbal and written, are essential. Computer skills are also needed.
MATHEMATICAL SKILLS Average mathematical skills are needed.
REASONING ABILITY Problem solving ability is necessary. The ability to listen to Customers, understand problems, and identify solutions is critical.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
·Light physical demands
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
·Primarily an office environment with limited travel to customer sites and/or trade shows
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4651 Sheridan St., Suite 470
Hollywood, FL 33021
954-893-7300 • fax 954-893-7500 • are@retailenvironments.org |
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