Expanded Services Account Manager

Summary: This position is responsible for providing quality and efficient support to our sales associates and assist them with marketing strategies and product sourcing, essential for the growth of their business. Process orders on a daily basis by performing data entry function on purchase orders and sales orders based on program requirements. Provide client resolution and satisfaction.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide service support to assigned sales associates, and their clients: receiving orders, answering related questions, and resolving issues. Ensure all tasks are completed within specified timeframes.
• Obtain quotes from vendors for new or repeat orders.
• Process PeopleSoft order entry and submission of orders to vendors on a daily basis.
• Follow up with vendors to verify order receipt and to ensureclient delivery timeline is met. Track order from production schedule to delivery date of product(s) through use of workflow management system.
• Proof all acknowledgements for correct specifications, costs and ship dates.
• Provide communication to sales and/or customer regarding status of orders, estimated time of arrival (ETA) and tracking information.
• Responsible for order and product inventory; receive and forward documentation and appropriate information to inventory and sales support teams for receipt completion.
• Manage ACEs orders and backorders. Communicate with vendors and customers regarding substitutions or cancellations.
• Follow up with vendor and billing service representative on status of all aged open orders.
• Work closely with sales associate to identify or obtain new clients and develop existing client base utilizing ACES site maintenance in Admin, sales associate marketing endeavors and other electronic tools to increase growth effectiveness and increase efficiencies.
• Prepare information for credit memos.
• Manage and take action to reduce accounts receivable aging.
• Ensure thorough understanding of product pricing through use of the ASB negotiated pricing practices.
• Research and assist in the resolution of problems such as short pays, overpays, delivery errors, and other issues on a daily basis.
• Utilize industry association tools to aid in locating products or sourcing for new ideas. Gather information to create and assist in customer presentations.
• Provide well-rounded client services to include print and/or promotional products.
• Participate and provide feedback on account related meetings and conference calls.
• Occasional day and/or overnight travel is required to attend conferences and other vendor tradeshows scheduled throughout the year.
• Provide updates to sales associate by consolidating, analyzing and providing reports on 1) sales vs projection results, 2) daily action summaries, 3) commission summaries and 4) aging inventory. Assist in the resolution of discrepancies as needed
• Identify, build, and strengthen professional relationships with external and internal customers, vendors and clients.
• Serve as a resource and provide account related training to expanded service specialists.
• Additional duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Required: High school diploma or general education degree (GED); plus a minimum of four years’ experience or education in customer service, accounting, or inventory control and two years’ experience as an expanded services coordinator or combination of both. Preferred: Associate degree in business management, or sales and marketing preferred; as well as four or more years’ company or industry experience or an equivalent combination of the two.

Competencies

Customer/Client Focus. Communication Proficiency Flexibility

Problem Solving/Analysis. Organizational Skills Teamwork Orientation

Time Management. Technical Capacity Project Management

Computer Skills

Must possess a strong working knowledge of Microsoft Office programs, understand computer technology and terms and have experience working with internet based programs and email.

Language Skills

Ability to read and interpret documents such as procedure manuals, purchase orders, vouchers and invoices. Must be able to effectively write routine reports and correspondence. Ability to speak effectively with vendors, customers, fellow employees, management and Sales Associates of organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions and percentages.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands The physical demands 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.

While performing the duties of this job, the employee is regularly required to sit and occasionally required to stand or walk. Most work is done at a computer work station, which requires repetitive wrist and hand movement.

Duties require sight, speech and hearing. Specific vision abilities required by his job include close vision. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

AA/EEO/Vet/Military