Summary

The Account Manager is responsible for serving as the primary point of contact for our Loyalty Program 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. The Account Manager provides concierge-level service to our most loyal customers.

Essential Functions

Master in all customer partner main duties and serves as customer resolution specialist to Platinum and Diamond Loyalty customers.
Work alongside the leadership team and Sales rep to master knowledge in sales/ customer business models.
Serve as the lead point of contact for all customer account management matters
Maintain sales growth of existing Platinum and Silver loyalty customers
Answer incoming customer calls regarding billing issues, product problems, service questions, and general client concerns from assigned loyalty customer accounts
Build sustainable relationships and trust with customer accounts through open and interactive communication
Serve as the liaison between Customer Partner, Sales, DC & Logistics as needed
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.

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
Technical Expertise: has extensive knowledge of Stock, Custom, OCV, Ventis and Napolean product, iWarranty claims, and drop-shipping guidelines and process; proficient in Acumatica, OCV, Max Agent, Ring Central, Big Commerce, Veracore, TLI, Promise Date spreadsheet, Shipviewer, Configurator "Copperfield.Biz", One Point; strong Microsoft Office Suite Skills. Successfully completes ongoing product, system and process training and certification as assigned.
Communication: Listening effectively, transmitting information accurately and understandably, and actively seeking feedback non-defensively
Professionalism: Dealing directly and forthrightly with people and problems, persisting to get the job done, and managing personal responses and stress
Dependability/Reliability: Following through on commitments, producing timely work to required - or higher - standards, and pitching in to get the job done.
Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.

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

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 remote office setting. The noise level in the work environment is usually low to moderate. Work is subject to frequent interruptions.

Work Location

This position is remote.

Position Type/Expected Hours of Work
This is a full-time position with a schedule of Monday- Friday, 9:30 am - 6:00 pm, CST (10:30 am - 7:00 pm EST).

Travel
Minimal travel for occasional sales events and training is expected.

Required Education and Experience

1+ years' experience as a high-performing Copperfield Customer Partner 3, or 3+ years' industry experience in a sales support role
Demonstrated excellent verbal and written communication skills
NFI and/or CSIA Certification preferred

AAP/EEO Statement

Olympia Chimney Supply Holdings LLC, inclusive of its subsidiaries, 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.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Olympia Chimney Supply

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