Purpose: Leads account management and support functions for the FSR network. Responsible for growing revenue and margin across the organization with existing and new accounts.
Essential Duties and Responsibilities:
Coaches Account Management Team in order to achieve high performance in all areas, particularly in customer relations, sales and profitability (new and repeat).
Partners with the management team to align Account Management policies and systems with the company's objectives.
Oversees and acts as a resource in resolving customer issues brought to the Department by utilizing excellent FSR network process knowledge and strong skills in negotiating and selling to ensure an effective resolution.
Assists Account Coordinators, Account Managers and Designer in troubleshooting orders that require special handling.
Develops and implements procedures pertinent to the effective and efficient operation of the Account Management Department.
Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
Maintains in-depth working knowledge of the FSR network systems and processes.
Sets performance standards to meet service goals of company.
Measures team performance with an eye on continuous improvement.
Responsible for employees’ training and development and promoting the team concept.
Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
Provides feedback to the company regarding service failures or customer concerns.
Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
Responds to customer inquiries and problem-solving in a professional and effective fashion.
Maintains vendor relationships and communication.
Performs other related duties as assigned.
Desired Skills and Experience
Bachelor’s Degree in a business discipline.
At least 5-7 years’ experience managing a customer relations team (account management or customer service), operations, or procurement function.
A proven track record of developing service and support strategies and improving service within the industry.
Demonstrated success leading service to C-level customers, partners and vendors.
Experience in the industry is strongly desired.
Strong administrative skills, well-developed management skills in application of principles and leading people.
Well-developed interpersonal skills and the ability to get along with diverse personalities. Tactful, mature approach in resolving differences.
Proven ability to recruit, train, and motivate personnel in order to balance staffing strength with profitability and growth.
About the FSR network
At the FSR network, our mission is to create unique and engaging brand experiences through premium promotional products and commercial printing. Our five core strengths help us accomplish this mission - innovative thinking, creative design, premium brand sourcing, high-end printing and brand integrity.