Account Manager

RPS MANUFACTURING SOLUTIONS POSITION DESCRIPTION

Position: Account Manager
Department: Client Relations

Summary:
The Account Manager provides a high level of service to clients, including, but not limited to: procurement, safety, administrative, human resources, and field level personnel regarding their managed program with RPS. The Account Manager enhances the value of RPS to its clients by maintaining the integrity of the program, protecting both the company and its spend, and ensuring employees get to work with the proper PPE.

Description of Role and Objectives:
Account Managers serve as a liaison between RPS Solutions and its clients, representing RPS to clients and in-turn, advocating the needs of clients back to RPS. The goal is to build strong relationships at every level of each client’s organization, with the end results of customer retention and information that will help RPS accurately forecast. Account Managers are expected to know the ins and outs of each of their client’s managed programs so that they are able to effectively make recommendations for improvement, anticipate areas of concern before they arise, and be equipped to support problem resolution at any level as needed. Account Managers provide assistance over the phone and by e-mail to clients and are responsible for initiating and/or implementing corrective action as needed in order to ensure that an excellent standard of service and a high level of client satisfaction is maintained. Work is performed under supervision with performance based on communication skills with clients and other departments, accuracy, coherence to procedures, and general effectiveness in the role.

Major Areas of Responsibility:

• Operates as the primary point of contact for assigned clients
• Proactively develops and maintains long-term relationships with several stakeholders within assigned accounts, primarily through phone contact and e-mail, and occasionally through face-to- face contact and mail
• Harvests information from clients about plans for future needs and hiring plans and communicates with operations team in order to facilitate accurate forecasting and efficient production of products
• Ensures clients receive requested products and services in a timely fashion
• Maintains accurate and up-to-date client data specific to forecasting and usage expectations and tracks client account metrics
• Coordinates with staff members working on the same account to ensure integrity of the account and consistent service
• Leads client projects, such as product development and web-ordering setup, using meetings and communication to initiate and complete projects while carrying-out both client and company goals
• Identifies opportunities for growth with existing clients and coordinates with business development - Additional compensation opportunities involving account growth and forecasting success measures available after one year of employment
• Writes and distributes conference reports following client or internal meetings as needed
• Receives orders from clients through email and webstores, checking for discrepancies, incomplete information, and other potentially problematic aspects and clarifying with clients
• Provides data reporting, such as inventory stock status, sales history, and delivery performance, to clients and RPS departments as needed using EPICOR ERP and Excel software.
• Coordinates the handling of difficult and/or unusual situations; oversees problem resolution
• Retains client specific program knowledge and rules from provided trainings and resources
• Attends and contributes to interdepartmental operations and forecasting meetings
• Contributes to the ongoing quality improvement of Client Relations, assisting the Director of Account Management in developing and improving processes, strategies, and techniques
• Participates enthusiastically, as assigned, in team activities and projects related to evaluating, developing, preparing, and monitoring client activity, team success measurements, and other special projects

Occasional Duties:

• Assists other departments as needed
• Assists owners and business development staff as requested with a variety of projects and tasks
• Collaborates with business development staff to reach prospective clients and enhance active client programs
• Occasionally travel by air and car to attend client meetings, trade shows, and factory orientations as requested
• Assists end users of the products with ordering and inquiries as requested
• With other team members, answers calls and transfer to appropriate parties as needed

Qualifications:

• Previous work in a diverse, multi-departmental office environment
• Strong organization and self-management skills
• Ability to manage several projects and relationships simultaneously with thorough follow-through
• Professional and friendly demeanor in dealing with clients, co-workers, and vendors
• Demonstration of strong listening, oral and written communication skills (especially in e-mail), including grammar, spelling, punctuation, clarity, and appropriate tone for a variety of situations
• Possess a strong work ethic, initiative and drive, along with innovative problem-solving skills
• Ability to handle complaints and unpleasant clients and maintain a team player mentality
• Ability to communicate client needs with internal staff and convey talent for influencing client management

Preferred Qualifications:

• Bachelor’s degree or two years’ related account management experience in client relations or account service, preferably handling multiple accounts simultaneously preferred
• Good data-entry and basic math skills
• Negotiation and presentation skills
• Knowledge of Excel and other Microsoft Office software

Physical Demands:

• Extended computer use
• Hearing, speaking, writing and data entry
• Moving, lifting and setting up display materials for client presentations as needed

Job Type: Full-time

Pay: $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus opportunities
• Quarterly bonus

Work Location: In person