What are the responsibilities and job description for the Key Account Manager position at Personnel Staffing, Inc.?
Provide Customer Support :
Answer customer inquiries via phone, email, chat, or in person.
Resolve customer issues and complaints effectively and efficiently.
Provide accurate information on products, services, and company policies.
Assist customers with orders, returns, and refunds.
Handle customer escalations professionally and empathetically.
Build Customer Relationships :
Build and maintain positive customer relationships.
Identify and anticipate customer needs.
Proactively engage with customers to ensure satisfaction.
Gather customer feedback and provide insights to improve customer experience.
Data Entry and Record Keeping :
Maintain accurate records of customer interactions.
Update customer information in the CRM system.
Prepare reports on customer inquiries and resolutions.
Product Knowledge :
Develop and maintain a thorough understanding of company products and services.
Stay updated on new product launches, promotions, and service offerings.
Other Duties as Assigned :
Participate in team meetings and training sessions.
Assist with special projects as needed.
Relationship Management : Building and maintaining strong, long-term relationships with key clients, understanding their needs and challenges. This includes regular communication, face-to-face meetings, and building rapport.
Account Growth : Identifying opportunities to expand business with existing key accounts. This might involve upselling, cross-selling, and identifying new product or service opportunities.
Sales & Revenue Generation : Meeting or exceeding sales targets within assigned key accounts. This includes negotiating contracts, pricing, and closing deals.
Client Satisfaction : Ensuring high levels of client satisfaction by addressing concerns, resolving issues, and proactively anticipating their needs. This often involves collaborating with internal teams to deliver excellent service.
Account Planning : Developing and executing strategic account plans for each key account, outlining goals, strategies, and action plans. This involves analyzing client data and market trends.
Forecasting & Reporting : Providing accurate sales forecasts and reports on key account performance. This includes tracking key metrics and identifying areas for improvement.
Collaboration : Working closely with internal teams, such as sales, marketing, product development, and customer service, to ensure seamless service delivery to key accounts.
Market Awareness : Staying up to date on industry trends, competitor activities, and client's business environment.
Contract Negotiation : Negotiating and managing contracts with key accounts, ensuring compliance and profitability.
Problem Solving : Addressing and resolving client issues and complaints in a timely and effective manner.
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