Job Overview:

The Account Manager: Customer Experience at Eva-Last has a pivotal role responsible for

managing key customer accounts. This position requires a seasoned professional with extensive

experience in customer account management, sales, order management and support. The Account

Manager will be accountable for customers in the designated region, focusing on developing long-term relationships, optimizing sales processes, and driving internal sales initiatives.

Responsible for: Commercial, Canada, East Coast, Special Accounts

Key Responsibilities:

Advanced Account Management:

• Manage and develop relationships with high-value and strategic customer accounts.

• Serve as a key liaison for escalated customer issues, ensuring swift and satisfactory

resolution.

• Develop tailored solutions and proposals to meet customer needs and exceed

expectations.

Strategic Sales Initiatives:

• Identify and drive strategic sales opportunities within the account portfolio, including cross selling and upselling.

• Collaborate with the sales leadership team to develop and implement regional sales

strategies.

• Lead initiatives to improve internal processes, enhance customer experience, and optimize

sales operations.

Performance Analysis & Reporting:

• Analyze account performance data to identify trends, risks, and opportunities.

• Report on key performance metrics to senior management, providing actionable insights

and recommendations.

• Develop and refine KPIs to better align with company objectives and customer needs.

Order Processing:

• Accurately enter orders into the system, ensuring all details such as quantities, pricing, and

shipping information are correct.

• Verify orders for accuracy and completeness, resolving any discrepancies before

processing.

Inventory Management:

• Monitor inventory levels to ensure products are available to meet order demands.

• Coordinate with the procurement team to replenish stock as needed to avoid shortages.

Customer Service:

• Serve as the primary point of contact for wholesale customers, addressing inquiries and

resolving issues related to orders, deliveries, and returns.

• Provide customers with updates on order status, including confirmation, shipping, and

delivery information.

Coordination and Collaboration:

• Work closely with sales, warehouse, and logistics teams to ensure orders are processed

and fulfilled efficiently.

• Arrange and coordinate shipping and delivery schedules, ensuring timely and cost-effective

transportation of goods.

Reporting and Analysis:

• Generate regular reports on order processing, fulfillment rates, and other key metrics to

provide insights and identify areas for improvement.

• Analyze order trends and customer behavior to recommend forecasts for demand to

support and optimize inventory management.

Problem Resolution:

• Address and resolve any issues that arise during the order processing and fulfillment

stages, including delays, shortages, and quality concerns.

• Manage the process for returns and exchanges, ensuring customer satisfaction and proper

handling of returned goods.

Continuous Improvement:

• Identify and implement process improvements to enhance efficiency, accuracy, and

customer satisfaction in the order management process.

• Stay updated on industry best practices and technologies and participate in ongoing

training and development opportunities.

Qualifications:

• Bachelor’s degree in business, Sales, Marketing, or a related field; MBA or advanced degree

preferred.

• 5 years of experience in account management, inside sales, or customer support, with a

track record of managing complex accounts.

• Proven leadership experience, with the ability to mentor and develop junior staff.

• Strong analytical skills and proficiency in CRM software and data analysis tools.

• Excellent communication, negotiation, and relationship-building skills.