Account Manager

Job Summary:

Reporting to the Territory Sales Manager, the Account Manager is a vital connection between the company and its account base, focusing on relationship building and customer advocacy with collision repair shops in the region. The goal of this role is to drive and sustain profitable revenue growth with existing customers by ensuring their aftermarket part needs are met in a consistent manner and the Empire organization is responsive to customer issues as they arise. In short, this role is focused on customer success.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Relationship Building and Maintenance:
  • Develop and nurture strong, long-lasting relationships with existing and prospective customers via
    a well-structured contact strategy.
  • Act as the customer's primary advocate, ensuring their needs and expectations are met.
  • Monitor customer's A/R balances and collaborate with A/R team should situation warrant.
• Customer Retention:
  • Ensure high levels of customer satisfaction are achieved to retain existing customers.
  • Address any issues or concerns promptly to prevent customer churn.
• Product and Service Delivery:
  • Ensure customers receive the proper products and services on time.
  • Collaborate with internal teams to troubleshoot and resolve any delivery or service issues.
• Customer Success:
  • Maintain NPS score greater than 60 for assigned accounts.
  • Maintain return rate of 12% or less for assigned accounts.
• Account Management:
  • Monitor customer order activity and proactively address any declines or irregularities.
  • Maintain detailed records of all interactions and transactions with customers.
• Revenue Achievement:
  • Meet or exceed revenue objectives for assigned account base.
  • Work with peers to achieve regional revenue objectives.
• Customer Feedback:
  • Collect and act on customer feedback to improve products, services, and the overall customer
    experience.
  • Respond to all feedback acquired through Voice of Customer surveys.
• Collaboration and Communication:
  • Work closely with other internal teams to share best practices and support a unified customer
    service approach.
  • Communicate effectively with team members to ensure a seamless customer experience.
• Reporting and Documentation:
  • Maintain accurate and up-to-date records of sales activities, forecasts, and customer interactions.
  • Provide regular reports on sales performance and market conditions to management.
• Market Intelligence:
  • Gather and report market and competitive information to help the company adjust strategies and
    offerings.
  • Stay informed about industry trends and customer needs to provide relevant solutions.

Required Skills/Abilities:

• High school diploma or equivalent.
• Valid driver's license & clean driving record.
• Excellent account management skills
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Good collaboration, reporting and documentation skills
• Ability to function well in a high-paced environment.
• Strong analytical and problem-solving skills.
• Ability to work independently.
• Ability to work with CRM systems
• Multilingual skills desired.
• Knowledge of and interest in automobiles, including parts and functionality, is desired.

Personal/Professional Attributes:

• Goal-oriented.
• Self-motivated
• Competitiveness.
• Confidence.
• Strong work ethic.
• Commitment.
• Proactive mindset.

What We Offer:

• Health, Dental & Vision Insurance
• Health Savings Account (HSA) with Employer Contribution
• Optional Life Insurance, Long & Short-Term Disability, Critical Illness, Accident and Hospital Insurance
• 401K Retirement Plan with Employer Match 
• Paid Training
• Paid Time Off
• Paid Sick Days
• Paid Holidays, Including 1 Floating Holiday (Your Birthday)
• M-F work week; No weekends

Employee Perks:

• Casual Dress Code
• Teamwork Environment
• Free Company Apparel
• Employee Recognition

Empire Auto Parts, LLC is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other status protected under local, state, or federal laws.

* Empire Auto Parts participates in E-verify. Link: https://mandatoryview.com/?LicenceId=aff05aa0-caa9-49f7-803f-6dc96b954dd3&ProductType=OnlineApplicant&SubType=PG