Customer Service Account Manager

2 months ago

Carrollton, United States Innovations in Nutrition + Wellness Full time
Shift: Monday- Friday 8:00 a.m. - 5:00 p.m.

Location: Onsite

Reports to: Director of Customer Service

DUTIES AND RESPONSIBILITIES:

  • Have an overview of all aspects of the customer portfolio within the organization, tracking KPI's and ensuring adherence to stated deliverables and working with internal teams to execute their activities to ensure excellent customer service.
  • Operates as the primary point of contact for assigned customers, coordinating internal and external deliverables for complex assortment of manufactured product.
  • Utilizes ERP system to create sales order and liaises with accounting and sales teams on movement/shipping of orders.
  • Constant communication and follow up on status of customer orders internally and with the client.
  • Analyzes existing and anticipated client needs and promote company services to meet such requirements.
  • Functions as liaison between client companies and operations staff.
  • Manage multiple projects for key accounts, working to carry out client goals while meeting company goals.
  • Manages all aspects of product lifecycle for client's products, closely interacts with sales, R&D, quality and compliance teams.
  • Oversees new product launch process for new releases for key accounts.
  • Develops understanding of client's culture, product portfolio, competitive position, financial state, investment plan, organization structure and key decision makers.
  • Generates and develops added-value business with existing clients to meet specified production goals.
  • Regularly interacts with United 1 executives regarding KPI's and account status.
  • Develops and maintain strong relationships with strategic partners to maximize value of high-volume opportunities for the company.
  • Grows existing account to full potential and generates maximum revenue on a long-term basis.
  • Generates weekly, monthly, and quarterly reports, tracking work as specified by manager.
  • Promotes company endorsed programs and services.
  • Performs other related duties as assigned by management.
QUALIFICATIONS:
  • Bachelor's degree (B.A.) in related field or equivalent.
  • 8-10 years related experience or equivalent.
  • Experience with contract manufacturers for dietary supplement and personal care products preferred.
  • Client-Focused solutions experience - proven track record managing major accounts a must.
  • Demonstrated project management skills, ability to manage multiple project streams and deliverables.
  • Commitment to excellence and high standards, must be able to show critical attention to detail and excellent follow up skills.
  • Exceptional organizational, problem-solving, and analytical skills
  • Strong negotiation, problem resolution and consultative sales skills.
  • Working knowledge of industry product information.
  • Demonstrated ability to make successful presentations to individuals and/or groups at all levels of an organization.
  • Excellent written and verbal communication skills.
  • Ability to work independently and as a member of various teams and committees.
  • Ability to manage priorities and workflow
  • Creative, flexible, and innovative team player.
  • Proven ability to handle multiple projects and meet deadlines
  • Strong interpersonal skills.
  • Ability to deal effectively with a variety of individuals at all organizational levels.
  • Good judgment with the ability to make timely and sound decisions.
  • Ability to communicate professionally and effectively in person, on the phone, electronically, or through other means to individuals and groups.
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
  • Proficient on Microsoft Office Suite.
COMPETENCIES:
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
  • Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
  • Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.


COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of Accounting & ERP software; Microsoft Office Products.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

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