Program Account Manager

Job Description – Program Account Manager

Account Manager: Role Description/Responsibilities

• Approximately 30% - Provide ongoing customer service and support to existing program customer accounts.
• Provide professional, knowledgeable, and consistent customer service to our POC at various program customers (assigned as set list of customers). Work to identify additional contacts within each assigned program account and build rapport.
• On a continuous basis, be able to comprehensively resolve support requests from individual employees from both the support email inbox and support phone calls.
• Able to complete green sheets as needed for replacement garments.
• Able to communicate to the necessary channels when an order is changing.
• As requested, reference various shipping systems (i.e. UPS, FedEx and USPS accounts) to provide updates to individual employees regarding tracking information and order status.
• Referencing and explaining our return policies in a professional manner.
• Trouble shoot employee problems on various web platforms while on support calls.
• Assist with sourcing items outside of the program for events.
• Refer to various documentation in our internal server to pull and provide information specific to certain customers from different accounts.
• Support Purchasing with backorder notifications and substitution requests on an as needed basis.
• Assist with typing/initiating incoming orders via order form, as needed.
• Approximately 30% - Complete a variety of invoicing tasks based on multiple website platforms, payment methods and account nuances.
• Pull necessary invoicing data from numerous platforms and sources and accurately format this data into a provided Excel template.
• Differentiate between various payment types (i.e. allotments, credit cards, gift certificates, etc.) and create different types of invoices based on the payment type.
• Independently apply and validate invoicing nuances for specific customers such as: sales tax, shipping charges, POs by department/location, account specific fees, etc.
• Calculate local sales tax using Tax Jar.
• Demonstrate basic knowledge of PO’s.
• Consistently document completion dates on physical paperwork before it’s filed.
• Must be able to stay organized while referencing multiple data sources for input into one platform.
• Approximately 20% - Manage and complete continuous requests from customers for employee profile updates.
• Complete and/or facilitate new employee uploads, employee removals/deactivations and general account changes on different platforms with the web team.
• Process refunds to employee accounts, as needed.
• Request CC refunds from accounting department, as needed.
• Based on various requests, reference various data points housed in our web platform system to provide information to a customer or specific employee.
• Generate and send routine emails to employees as their accounts are activated, changed, etc.
• Approximately 15% - Generate, manipulate, and interpret various reports for Customers, as needed.
• Navigate multiple systems/platforms to locate and then extract raw data.
• Format raw data into easily understood versions for customer interpretation in Excel.
• Most/least frequently ordered styles
• Employee allotment usage
• General employee reports (active vs. inactive)
• Spend by PO
• Shipping costs
• Long term usage history
• Long term spend history
• Weekly packing slips/shipment lists
• By Senior Account Manager request
• Approximately 5% - Miscellaneous tasks
• Navigate vendor websites to pull current inventory
• Prep the team for travel, fittings, deliveries
• Create packing slips for bulk orders
• Potential travel

Core Competencies/Skills Required

• Must be comfortable and competent working on a computer.
• Regularly required to utilize Microsoft Outlook, Excel, Word, PowerPoint.
• Accurate and comfortable creating Pivot tables, using basic Excel formulas (i.e. V-lookup), filtering, sorting and general formatting.
• Accurate and comfortable generating Mail Merge documents.
• Regularly required to quickly access various pieces of information stored in internal server, web platforms and systems.
• Regularly required to research and reference our vendor/customer websites.
• Regularly required to navigate our ERP/invoicing system.
• Able to quickly grasp new computer-based skills with support.
• Quick and accurate typing.
• Must be highly organized, self-sufficient and display good attention to detail.
• Will be responsible for a large amount of data with nuances.
• Will be required to manage a fast-paced workload.
• Regularly required to follow steps in established processes and generalize the skills necessary to complete these processes across tasks.
• Should be resourceful and comfortable problem solving without constant support.
• Must have strong and professional communication skills (email, phone and in person) and be comfortable interacting with many people (both internal team and external customers).
• Will be expected to be consistently responsive to team and customer needs.
• Must be able to grasp basic local tax calculations, calculate margins and assisting in analyzing profitability.
• Must have good multi-tasking and prioritization skills and be able to juggle many projects with many different deadlines on an ongoing basis.
• Should be comfortable sitting at a desk for most of the workday, but flexible enough to ask question/investigate customer inquiries and cross-department communication, as needed.
• Flexible, co-working space.
• Expected to be in the office 8a – 5p.

Job Type: Full-time

Pay: $48,000.00 - $53,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental Pay:

• Performance bonus
• Quarterly bonus
• Yearly bonus

Work Location: In person

Salary : $48,000 - $53,000