Worker Time Type
The Customer Relationship Manager supports the Sales Team in executing Reddy Ice product and package strategies at the national or regional account level to achieve the Reddy Ice annual sales and profit plan. This role is responsible for collaborating with each customer by gaining an understanding of their key objectives. The Customer Relationship Manager is accountable for developing and implement a business plans that deliver long-term mutual growth, manage customer relationships to increase customer loyalty and interaction, and resolve customer issues.
DUTIES AND RESPONSIBILITIES:
Act in a customer support function by managing customer relationships to increase loyalty
Assist Sales Team in managing and maintaining customer relationships
Key customer interface with category manager or buyers within customers
Develop, support, build customer relationship at category, division/region, and store level
"Go-To" role in managing, following up and resolving service escalations; ensure customer SLA's are adhered to
Key liaison between Reddy Ice Operations and customer
Accountable for developing and implement business plans that deliver long-term mutual growth
Account profitability forecasts (Pro-formas)
Price increase forecasts
Perform sales analyses to increase close rates/revenue growth
Provide chain account scorecards recapping volume, revenue, and pricing
Review of sales proposals
Provide analysis on gain/loss, same store sales, product mix, and industry trends
Consumer and competitive analysis
Perform project management, including but not limited to:
Manage strategic key account initiatives
New store opening set-ups
Develop point of sale & marketing materials
Generate actionable sales reporting data and reports:
Create and update customer scorecards, business reviews, gain/loss & same store sales reporting, and monthly sales team summaries, and other ad hoc reports
Design new reports as well as modify existing reports as needed
Manage sales and reporting tools (AX, EDW, SugarCRM, Driver Dashboard, Orchestro and Customer Portals)
Act as administrator and provide training on developing report dashboards for use with coverage plans, customer business reviews, pro-formas, and planning
Capture best practices and recommend improvement in data, systems, processes, analysis, and results Assumes other duties and responsibilities required or assigned by management. Adhering to the Code of Business Ethics is essential. We value honesty and integrity above all else and we expect our employees to be committed to the highest ethical standards.
Internal: Interaction with all levels of the organization and management teams
This is an individual contributor role with no direct reports.
EDUCATION AND EXPERIENCE:
Bachelor's degree in Finance, Accounting, or Business Administration preferred Minimum 5 years of sales and account support experience required Proficient in Word, Excel, PowerPoint and Outlook Intermediate expertise with Data Cube navigation and analysis Minimum 3 years of experience working with a CRM (preferably SugarCRM) and an accounting system such as Microsoft Dynamix
WORKING CONDITIONS/PHYSICAL REQUIREMENTS:
This position works in a typical office environment, is generally sedentary, and uses computers, calculators, phones, and other office equipment. This position may require evening and weekend work; overtime may be required. Work is conducted in a fast-paced, rapidly changing environment. The ability to manage stress, build professional and collaborative relationships, and reason through complex business situations is essential. Some out of office work and travel required for customer meetings; a valid driver's license and acceptable MVR are required.