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