Palram Americas Kutztown , PA 19530
Posted 2 months ago
The Inside Account Manager I for Palram Americas, Inc. based in the Kutztown facility is responsible for responding to customer and potential account needs, and serves as an extension of our Outside Sales reps. This position provides a wide array of information on pricing, product knowledge, where to purchase, and provides market input to the SA&KAM. This position demands a team approach by working cross functionally with the Supply Chain, Production, Billing and Shipping departments to deliver customer satisfaction and improve sales performance. The main objective of this position is to assist in managing assigned business and contributing to the overall success of the organization.
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Sales Administration & Key Account Manager
Essential Duties and Responsibilities:
Operate as the lead point of contact for any and all matters specific to assigned Account Customers
Manage and develop strong relationships with the company's account partners - act as the mediator between company and client, facilitating two-way communication.
Work to achieve company and client goals simultaneously.
Manage all administrative aspects of existing accounts
Accept incoming sales calls and provide best in class service while developing and maintaining strong, long-lasting customer relationships
Gain an intimate understanding of our product lines to ensure the proper selection of product for customer's applications
Actively listen to customer and market needs and makes appropriate recommendations to customer and BUM to meet those needs
Works within parameters set by the Business Unit Manager to provide first call resolution to customers and independent sales representatives on pricing requests for standard program offerings and special order items
Reviews, processes and manages submitted orders for accurate customer specifications and ensures effective and accurate order entry
Double checks all entered orders from other Inside Account Managers and provides additional training as needed
Works with the key departments to ensure orders are produced and shipped in a timely manner
Ensures delays are communicated to customer in a timely fashion and new production dates are reflected on customer orders
Interacts directly with customer regarding forecasting, scheduling of shipments, managing reverse logistics, creating reports detailing business interactions and communicating cross functionally internally to optimize customer service
Follows up with customers pertaining to delivery/order status, shipment tracking, clarifications, technical inquiries and coordination of product returns
Resolves account questions regarding pricing, shortages, and variables in returns by coordinating with other departments
Prepare complete, accurate and detailed reports within established timelines (weekly, monthly, and special reports as needed)
Provides analysis of data to identify customer trends and improve overall customer satisfaction by closing identified gaps
Improves business processes that impact customer satisfaction via problem order resolution from initiation to conclusion via cross functional collaboration
Submits forms for creation of new product approvals and new material forms
Identify new sales opportunities by up-selling and cross-selling within existing accounts.
Provide a positive and qualitative contribution to the success of the customer
Work with marketing and sales team to implement marketing plans which maximize sales performance
Travels occasionally for customer meetings and events as directed
Responsible to perform other duties and activities as directed
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.
A minimum of 3 years of Inside Sales, Customer Service or Account Management
Energetic and positive attitude
Good conflict resolution skills and ability to react professionally to a diverse range of customer interactions
Consistently outperforms expectations, from both a customer service and sales perspective
Be analytical and an accomplished problem-solver
Solid basic math skills
Have good organization and project management ability
Critical reasoning skills
Strong multi-tasking skills
Ability to work well with others in a team approach
Punctual and strong work ethic
Computer skills to include an excellent working knowledge of Microsoft Office Suite (Word, Excel, Power Point, Outlook) along with ability to adapt to internal ERP systems (SAP experience preferred)
Exhibit excellent communication and organizational skills
Possess professional phone manner and presence
Ability to read, analyze and interpret business correspondence and technical procedures and processes
Ability to define products, gather data, establish facts and draw valid conclusions
Ability to use independent judgment to act responsibly and professionally in all interactions
Palram Americas