Frankfort, IL
The role of the Customer Account Manager is to oversee the Customer Service Department. He/she is responsible for making sure the Account Representatives perform their daily duties in an efficient manner. The Customer Account Manager oversees all Account Representative functions and understands what is being accomplished throughout the workday within the department and how that impacts the customers and their accounts. A Customer Account Manager must demonstrate excellent communication skills both written and verbal. He/she must exhibit strong leadership qualities with an understanding of the function of the CS Department. A supportive individual, that will be responsible for staffing, training, and ensuring that Customer Service is held accountable for processing orders correctly and understanding the individual needs of each customer. Customer Accounts Manager will be responsible for working with the customer and creating customer relationships.
1. This is a hands on role and involves- entering orders, setting up new customers, assisting Customer Account Reps with daily activities and oversee accounts when an employee is on vacation, LOA, etc.. Assist/Manage key account relationships when needed.
2. Check sales orders that are processed by Account Representatives. Make sure that the correct customer, shipping address, and correct ship and cancel dates are used. Make sure that the items are entered correctly and that the discounts applied are correct according to whether the order is from stock or import, and also per promotion. Verify that the order is fully allocated if needed and make sure the shipping department receives the order in a timely manner once the order has been approved.
3. Evaluate Account Representatives. Review overall performance and make sure that Account Representatives meets all deadlines and maintains productivity.
4. Monitor regular customer orders, attend trade shows and assist with customer appointments, create customer relationships and process orders.
5. Inform Account Representatives of new procedures and product developments and discontinued products.
6. Communicate with the Salesman and the Account Representatives pertinent information regarding sales and item movement. Ensure that Account Representative/Order Processing team members are addressing customer needs and are maintaining customer in a professional manner.
7. Assist both the Account Representatives and the Sales Team with communication and share what other “teams” are doing to be successful
8. Review and handle daily reports that are sent to Account Representatives.
9. Responsible for coaching and developing the skills of the Account Representative Team.
10. Responsible for handling high level Customer Service/Account Representative Team Issues.
11. Interview, train and select staff.
12. Uphold confidentiality within the organization.
13. Other duties to be assigned.
1. Work independently with minimal supervision
2. Demonstrate excellent communication skills
3. Customer Focused
4. Organization skills to manage multiple projects and meet deadlines
5. Upholds confidentiality and professionalism
6. Works together with management team members, attends meetings, creates action plans and objectives.
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, fax machines, and more.
This is a full-time exempt position. Days and hours of the week are Monday through Friday, 8:00 am to 5:00 pm CST. Evening and weekend work may be required during busy seasonal and as job duties demand.
Travel-Two times a year, June and January, an employee may be required to travel to Dallas for the CBI show.
We offer a competitive salary 65k-75k and strong benefit package including medical, dental, vision, life insurance, holiday pay, wellness paid time off, vacation packages, and 401k with company match.
