Account Manager III

Account Manager III

Overview

IDX is setting the industry standard for order fulfillment, custom screen-printing, embroidery, full-color signage, and promotional products. We have a talented team of professional designers and in-house production staff to meet the vast needs of our customers. Our Client Service Team operates in a consultative approach to guide our customers through project planning, webstore requirements and on-demand quotes and orders to ensure customer delight. The team is committed to providing the highest level of service to our external stakeholders that align with our Client Service standards and we are looking for new team members to continue the dedication to a great customer experience with IDX!

Job Summary

As the subject-matter expert of IDX’s systems and processes, the Account Manager III is responsible to lead and streamline all customer touchpoints, including project planning, generation of sales quotes and orders, to the processing of invoices. To succeed in this role, candidates must provide timely and accurate information within their assigned account list and maintain a consultative relationship generating solutions from inquiries.

The Account Manager III will provide expert level service in product knowledge, pricing, logistics solutions and campaign planning needs. This includes being the day-to-day point of contact for all customers and internal departments at IDX, order management, customer concerns, requests and webstore challenges and responding to these needs within defined expectations. The Account Manager III will assist with the education and evolution of the Client Service staff to provide “best in class” service to all stakeholders.

Responsibilities, not limited to:

· Act as the subject-matter expert for the Client Service Team, including systems, processes and product knowledge.

· Account Management – Establish a deep relationship with your customer by anticipating their needs and desires through efforts with project management and relationship building.

· Team Support – Drive solutions for improving overall team support for Account Managers across the team, assisting them as needed and providing additional guidance and training as necessary.

· Proactive and Creative Problem Solving– Responsible to identify patterns and trends within account management and develop solutions proactively to improve client service and decrease potential of errors.

· Report on customer engagements, current and future needs through consistent project management and consultation.

· Oversee team coverage strategy ensuring internal and external have consistent support.

· Contribute to drive operational efficiency internally and externally through improved process recommendations.

· Ability to address entry-level software related customer challenges prior to escalating to Technology support.

· Facilitate all communication directly with clients, including inbound emails & phone calls, with a polished & professional tone.

· Handle and resolve customer complaints with the assistance of your Manager.

· Respond promptly to all customer inquiries via phone, email, & in-person based on defined expectations.

· Organize priorities and workflow to meet customer needs.

· Communicate and coordinate with internal departments to streamline workflow and eliminate challenges.

· Quickly and accurately process quotes & orders received.

· Assist Account Managers and Associate Account Managers with servicing customers based on any needs they have.

· Ability to perform role with extreme attention to detail as everything entered impacts other departments.

Required Education, Experience/Skills/Training:

· 5 years of Account Management, Operations or Customer Development / Service experience.

· Branded goods industry experience preferred.

· BA/BS equivalent preferred.

· Can operate within the context of highly defined, routine processes and procedures adhering to Client Service Standards.

· Proven leadership and problem-solving skills.

· Has experience and enjoys working independently and collaboratively with a team.

· Interested in working in a fast paced, team environment.

Benefits:

· Savings Match Plan

· Paid Holidays

· Disability Insurance

· Flexible schedule

· Health/Dental/Vision Insurance

· Life Insurance

· Paid Time off

· Paid Training

Shift:

· Monday through Friday

· 8-hour shift (weekly overtime anticipated and compensated at time and a half)

Job Type: Full-time

Salary: $65,000 - $85,000 per year

Job Type: Full-time

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Commission pay

Work Location: In person

Salary : $65,000 - $85,000