SUMMARY

The Account Manager is responsible for serving as the primary point of contact for our direct customers, developing and maintaining strong relationships with customers, answering customer inquiries, and identifying new business opportunities among existing customers. They are responsible for serving as the liaison with cross-functional internal teams (including but not limited to: Customer Partner, Sales Team, Distribution Centers, Trans logistics) to improve customer satisfaction and customer retention.

Duties and Responsibilities

• Serve as the lead point of contact for all customer account management matters
• Generate sales leads by identifying growth opportunities within customer interactions
• Answer incoming customer calls regarding billing issues, product problems, service questions, and general client concerns
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Identify and assess customers’ needs to achieve satisfaction
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/customer service teams’ sales targets and call handling quotas
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
• Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers
• Assist with challenging customer requests or issue escalations as needed
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies

This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned.

Key Competencies

• Humility: Having or showing a modest or low estimate of one’s own importance; putting the needs of another person before your own and thinking of others before yourself
• Results Orientation (Get It Done): Having a work ethic and a way of overcoming challenges and getting things done without making excuses; delivering on results and does what he/she says they will do
• Customer Focus: Meeting the expectations and requirements of internal and external customers to achieve positive outcomes
• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Strong Microsoft Office Suite Skills

Work Environment and Physical Demands

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: The work is mostly sedentary with periods of light physical activity. Typical positions require workers to walk or stand for short periods; lift and carry up to 30 pounds; climb stairs, bend, reach, hold, grasp, and turn objects; and operate computer or typewriter keyboards. The work requires the ability to speak clearly and to see and hear clearly.

Work environment: Primary work is performed indoors in a standard office setting. The noise level in the work environment is usually moderate. Work is subject to frequent interruptions.

Qualifications/Experience

• Fluent with Copperfield/Olympia systems, products, and best practices
• Aptitude for understanding customer problems and communicating solutions
• Excellent written and verbal communication skills
• Time Management and Organization skills
• Sales experience preferred
• Experience in a manufacturing setting preferred
• NFI Certification preferred
• CSIA Certification preferred

AAP/EEO Statement

Olympia Chimney Supply Holdings, LLC, is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.