Customer Account Manager

Summary:

Excellent project management skills are required for this customer service-oriented position. The Customer Account Manager is supporting the lead Account Manager but also has contact between the client and Storr. The responsibility for helping manage assigned accounts is both tactical and strategic, encompassing all work from inception to collection of revenue.

Primary Duties and Responsibilities:

• Responsibilities include: managing Storr's relationship with the customer, maintaining customer satisfaction for assigned accounts, participating in strategic account planning and performance review meetings with the customer, ensuring effective work processes are in place for assigned accounts, and being responsible for accurate documentation throughout the process.

• Design Responsibilities include: Using inventoried and/or redeployed products with oversight responsibility for customer's asset managed product; recommending ergonomic assessments when appropriate; verifying and maintaining building and interior space plans as well as standards as appropriate.

• Project Management Responsibilities include: managing budgets, schedules, and Storr manpower to meet customer-established expectations; coordination with external and/or customer subcontractors and trucking companies; documentation of all projects; participation in the development of cost estimates, critical path models/timelines and manpower needs for projects; management of redeployed product and dispositioning of product.

Customer Satisfaction Responsibilities:

• Sundown Rule: respond to all inquiries, both internal and external the same business day.

Compliance will be measured by exception.

• Zero Sells: at or below .25% of revenue for assigned accounts, projects, and work.

• Satisfactory Customer Scorecards and Storr customer surveys: cumulative customer score at or above customer-stated expectations. No Storr customer survey with a cumulative score below 7.

• See the attached FSG Customer Account Manager Expectations document.

Supervisory Responsibilities:

Lead all involved team members to meet customer expectations.

Education and/or Experience:

• Four-year Interior Design degree from FIDER accredited university and ideally at least 1 year experience with office furniture OR a combination of a related four-year degree and a minimum of 1 year of related office furniture experience. A minimum of 1 year experience with CET is preferred.

Other skills:

Ability to use a scale, read installation plans, and use a tape measure. Working knowledge of NC Building Codes. Ability to work effectively in a team environment. Proven organizational and follow-through skills. Excellent communication and interpersonal skills. Proven leadership ability skills.

Physical Demands:

• Ability to lift 10-20 pounds, sit or stand for long periods of time. Required to type reports and drive to customer locations. Must be able to communicate with customers via the phone. This is a position that may be required to work a limited amount of overtime including nights, weekends, and holidays.
• A valid North Carolina (or other state-issued) driver's license is required.