Account Manager

AES•Mount Airy, NC

About The Position

SUMMARY Responsible for retention and growth of assigned customer accounts. Serves as the customer advocate and main point of contact for all their service needs while educating and upselling AES services. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, other duties may be assigned: Serves as the customer’s main point of contact and acts as the customer’s advocate, communicating customer’s needs and expectations to all related areas of AES Operations. Collaborates with Sales during the on-boarding process of new customer(s) to AES, listening to and understanding customer expectations. Retains and grows assigned accounts by developing, maintaining and enhancing long-term relationships. Focuses on building rapport, anticipating customer needs, listening to customer feedback, responding professionally, timely and appropriately. Response time should be within minutes of the customer requests; however, the maximum response time should be no more than 30-60 minutes. Educates customers on all AES services available to develop new sales opportunities. Quotes new equipment as requested by the customer - Customer provides information about what equipment they need, Account Manager sources, prices, and generates quote to customer. Once approved, Account Manager places the order(s) with suppliers. Partners with customers to obtain approvals for orders while identifying any potential or current issues that may prevent the customer from approving the order. Contacts customer within 24 hours of quote submittal. Reviews reports for order status to anticipate and resolve order issues (internal and external) and escalate to business unit leader(s) or departments as needed. Updates customer regarding any delays or technical information that may be needed to aid in the repair process. Proactively listens to a customer – takes note of the services they like and/or dislike as AES continually is improving the customer experience while providing the customer with value-added solutions. Assists customers with Request for Quote (RFQ) process by obtaining the required information to develop the quote, following through with Operations and the appropriate business unit. Maintains accurate records/filing system of customer transactions including purchase orders, packing slips, quotations, and other relevant transactional documentation. Follows company policy related to file retention. Maintains customer profile by regularly staying in contact with assigned accounts and updating regularly. Participates in customer visits both on and off-site as well as conference calls as needed. Follows up with all new customers and 10% of existing customers per week post shipment of their orders to solicit feedback and to ensure that all expectations were met and/or exceeded while identifying any concerns. Performs additional tasks/duties as directed by leadership.

Requirements

High school diploma or GED preferred. College level courses helpful.
A minimum of one year of prior experience in a customer service, account management, or sales is preferred.
Basic critical thinking, business acumen and problem resolution skills required.
Ability to listen to customers’ needs and match them with appropriate products and services.
Comfortable working under pressure in a fast-paced, dynamic environment.
Requires proficiency with all Microsoft applications, including Outlook, Excel and Word.
Requires strong data entry and keyboarding skills. Must have strong self-initiative.
Must have strong attention to detail and organizational skills.
Requires effective communication skills, both verbal and written. Proficient business writing required.
Requires effective interpersonal skills.
Ability to willingly participate in a team environment to achieve departmental and organizational goals and objectives.
Frequent sitting at a workstation while using the phone and/or working on a computer.
Occasional bending, stooping and walking.
Consistent attendance.
Occasional travel equivalent to less than 20%.

Responsibilities

Serves as the customer’s main point of contact and acts as the customer’s advocate, communicating customer’s needs and expectations to all related areas of AES Operations.
Collaborates with Sales during the on-boarding process of new customer(s) to AES, listening to and understanding customer expectations.
Retains and grows assigned accounts by developing, maintaining and enhancing long-term relationships.
Educates customers on all AES services available to develop new sales opportunities.
Quotes new equipment as requested by the customer
Partners with customers to obtain approvals for orders while identifying any potential or current issues that may prevent the customer from approving the order.
Reviews reports for order status to anticipate and resolve order issues (internal and external) and escalate to business unit leader(s) or departments as needed.
Updates customer regarding any delays or technical information that may be needed to aid in the repair process.
Proactively listens to a customer
Assists customers with Request for Quote (RFQ) process by obtaining the required information to develop the quote, following through with Operations and the appropriate business unit.
Maintains accurate records/filing system of customer transactions including purchase orders, packing slips, quotations, and other relevant transactional documentation.
Maintains customer profile by regularly staying in contact with assigned accounts and updating regularly.
Participates in customer visits both on and off-site as well as conference calls as needed.
Follows up with all new customers and 10% of existing customers per week post shipment of their orders to solicit feedback and to ensure that all expectations were met and/or exceeded while identifying any concerns.
Performs additional tasks/duties as directed by leadership.