Account Manager

Hayden Beverage Company•Boise, ID

13d•Hybrid

About The Position

This position plays a key role in account retention by delivering exceptional customer service and ensuring timely, accurate deliveries to DTCR wholesale partners and cafés. The role operates under the direction of the Head of Operations and carries limited discretion for independent decision-making. The primary responsibility of this role is to act as the Dawson Taylor representative that customers trust for reliable deliveries and prompt resolution of customer service concerns. This is accomplished by carefully verifying orders before departing DTWHQ, developing a thorough understanding of each customer’s regular needs, and maintaining proactive communication with accounts during deliveries. Spend 90% or more of scheduled work time outside the office conducting delivery routes and sales calls. Build and maintain strong, long-term customer relationships by conducting weekly check-ins during deliveries to assess needs and ensure DTCR consistently meets customer expectations. Oversee new accounts to ensure that the Dawson Taylor program is implemented to company standards and that customer needs have been met. Document weekly account interactions in the CRM system to maintain current records and demonstrate consistent customer engagement. Manage Inventory (where applicable) to ensure product standards are met and inventory controls are being followed. Clean and wipe down brewers at customer locations during every delivery to ensure proper equipment maintenance and presentation. Clean air pots for customer accounts on at least a quarterly basis to maintain cleanliness and service standards. Ensure grocery displays are thoroughly cleaned monthly and maintained as needed to meet service standards. Coordinate and schedule service calls as needed by working closely with the Logistics Coordinator. Communicate account issues to the Head of Sales as soon as possible to protect customer relationships and support retention efforts. Actively monitor coffee industry trends and market activity among other roasters and cafés to remain knowledgeable and informed. Demonstrate a commitment to continuous learning through ongoing education, including books, videos, and industry conferences. Continually expand knowledge of specialty coffee and hospitality, using that expertise to inspire interest and enthusiasm for the Dawson Taylor coffee program. Maintain basic knowledge of coffee equipment required to support customer accounts. Participate in ongoing education activities with Coffee Educator; maintain knowledge on coffees and learn new about new coffees. Perform other duties and responsibilities as necessary to ensure operations are effective. The Company reserves the right to modify duties and responsibilities as necessary to respond to evolving industry conditions and customer needs. Must be able to perform essential job functions consistently, maintaining a high level of alertness and working in a safe manner.

Requirements

One to three years of relevant work experience preferred.
Maintain a valid driver’s license.
Demonstrate the ability to effectively multitask while maintaining a high level of attention to detail.
Demonstrate proficiency with basic office equipment, ten-key entry, and entry-level accounting terminology.
Demonstrate proficiency in Microsoft Word, Excel, and Outlook; intermediate Excel skills required, including the ability to create spreadsheets, use formulas, and work with lookup/reference functions and pivot tables.
Demonstrate the ability to effectively oversee and support a team through clear communication while exercising self-directed initiative.
Demonstrate exceptional ability to build and maintain professional relationships with internal and external clients by providing high levels of service, including clear, timely communication regarding issues, requests, problem resolution, and regular reporting.
Demonstrate the ability to work successfully as a team member through strong communication, analytical thinking, and self-directed resourcefulness.
Successfully pass a criminal background check and employment reference check.
Participate in and pass random drug testing in accordance with the Company’s Drug-Free Workplace Program.
Sufficient verbal and auditory communication abilities to understand verbal instructions and communicate effectively with others in person and by telephone.
Sufficient visual and cognitive acuity to comprehend written work instructions and determine appropriate actions to meet facility presentation standards.
Sufficient visual ability and manual dexterity to operate standard office equipment.
Sufficient physical mobility, flexibility, and agility to occasionally lift and carry objects weighing between 25 and 60 pounds.
Ability to stand for extended periods of time.
Ability to safely operate a motor vehicle and maintain an acceptable driving record.
Ability to drive for multiple hours at a time, with frequent stops of up to approximately 35 per day, including travel between warehouse, office, outdoor, and retail environments.

Nice To Haves

Demonstrate a commitment to continuous learning through ongoing education, including books, videos, and industry conferences.
Continually expand knowledge of specialty coffee and hospitality, using that expertise to inspire interest and enthusiasm for the Dawson Taylor coffee program.
Maintain basic knowledge of coffee equipment required to support customer accounts.
Participate in ongoing education activities with Coffee Educator; maintain knowledge on coffees and learn new about new coffees.

Responsibilities

Act as the Dawson Taylor representative that customers trust for reliable deliveries and prompt resolution of customer service concerns.
Verify orders before departing DTWHQ.
Develop a thorough understanding of each customer’s regular needs.
Maintain proactive communication with accounts during deliveries.
Spend 90% or more of scheduled work time outside the office conducting delivery routes and sales calls.
Build and maintain strong, long-term customer relationships by conducting weekly check-ins during deliveries to assess needs and ensure DTCR consistently meets customer expectations.
Oversee new accounts to ensure that the Dawson Taylor program is implemented to company standards and that customer needs have been met.
Document weekly account interactions in the CRM system to maintain current records and demonstrate consistent customer engagement.
Manage Inventory (where applicable) to ensure product standards are met and inventory controls are being followed.
Clean and wipe down brewers at customer locations during every delivery to ensure proper equipment maintenance and presentation.
Clean air pots for customer accounts on at least a quarterly basis to maintain cleanliness and service standards.
Ensure grocery displays are thoroughly cleaned monthly and maintained as needed to meet service standards.
Coordinate and schedule service calls as needed by working closely with the Logistics Coordinator.
Communicate account issues to the Head of Sales as soon as possible to protect customer relationships and support retention efforts.
Actively monitor coffee industry trends and market activity among other roasters and cafés to remain knowledgeable and informed.
Demonstrate a commitment to continuous learning through ongoing education, including books, videos, and industry conferences.
Continually expand knowledge of specialty coffee and hospitality, using that expertise to inspire interest and enthusiasm for the Dawson Taylor coffee program.
Maintain basic knowledge of coffee equipment required to support customer accounts.
Participate in ongoing education activities with Coffee Educator; maintain knowledge on coffees and learn new about new coffees.
Perform other duties and responsibilities as necessary to ensure operations are effective.