Job Overview:
The Account Manager: Customer Experience at Eva-Last has a pivotal role responsible for
managing key customer accounts. This position requires a seasoned professional with extensive
experience in customer account management, sales, order management and support. The Account
Manager will be accountable for customers in the designated region, focusing on developing long-term relationships, optimizing sales processes, and driving internal sales initiatives.
Responsible for: Commercial, Canada, East Coast, Special Accounts
Key Responsibilities:
Advanced Account Management:
• Manage and develop relationships with high-value and strategic customer accounts.
• Serve as a key liaison for escalated customer issues, ensuring swift and satisfactory
resolution.
• Develop tailored solutions and proposals to meet customer needs and exceed
expectations.
Strategic Sales Initiatives:
• Identify and drive strategic sales opportunities within the account portfolio, including cross selling and upselling.
• Collaborate with the sales leadership team to develop and implement regional sales
strategies.
• Lead initiatives to improve internal processes, enhance customer experience, and optimize
sales operations.
Performance Analysis & Reporting:
• Analyze account performance data to identify trends, risks, and opportunities.
• Report on key performance metrics to senior management, providing actionable insights
and recommendations.
• Develop and refine KPIs to better align with company objectives and customer needs.
Order Processing:
• Accurately enter orders into the system, ensuring all details such as quantities, pricing, and
shipping information are correct.
• Verify orders for accuracy and completeness, resolving any discrepancies before
processing.
Inventory Management:
• Monitor inventory levels to ensure products are available to meet order demands.
• Coordinate with the procurement team to replenish stock as needed to avoid shortages.
Customer Service:
• Serve as the primary point of contact for wholesale customers, addressing inquiries and
resolving issues related to orders, deliveries, and returns.
• Provide customers with updates on order status, including confirmation, shipping, and
delivery information.
Coordination and Collaboration:
• Work closely with sales, warehouse, and logistics teams to ensure orders are processed
and fulfilled efficiently.
• Arrange and coordinate shipping and delivery schedules, ensuring timely and cost-effective
transportation of goods.
Reporting and Analysis:
• Generate regular reports on order processing, fulfillment rates, and other key metrics to
provide insights and identify areas for improvement.
• Analyze order trends and customer behavior to recommend forecasts for demand to
support and optimize inventory management.
Problem Resolution:
• Address and resolve any issues that arise during the order processing and fulfillment
stages, including delays, shortages, and quality concerns.
• Manage the process for returns and exchanges, ensuring customer satisfaction and proper
handling of returned goods.
Continuous Improvement:
• Identify and implement process improvements to enhance efficiency, accuracy, and
customer satisfaction in the order management process.
• Stay updated on industry best practices and technologies and participate in ongoing
training and development opportunities.
Qualifications:
• Bachelor’s degree in business, Sales, Marketing, or a related field; MBA or advanced degree
preferred.
• 5+ years of experience in account management, inside sales, or customer support, with a
track record of managing complex accounts.
• Proven leadership experience, with the ability to mentor and develop junior staff.
• Strong analytical skills and proficiency in CRM software and data analysis tools.
• Excellent communication, negotiation, and relationship-building skills.