Job Description

JOB DESCRIPTION: Account Manager

POSITION DESCRIPTION

Under general direction, is responsible for customer and prospect sales and service inside the store, as well as executing marketing programs.

RESPONSIBILITIES

Serve as the first point of contact for walk-in and telephone customers.
Respond to customer inquiries; use The 10 General Orders of Customer Selling to determine sign needs, provide sign recommendations and quotes, and assist customers with the order process. Obtain information for future contact.
Process customer orders. Accurately complete Work Orders; prepare Quotations, obtain customers approval and deposit.
Enter contact names into POS database for appropriate follow up (i.e., call, mail a brochure, have a salesperson call).
Perform quality assurance measures pre- and post-construction by accurately creating, reading and communicating Work Order details and later proofing sign for errors or unacceptable standards (i.e., bubbles, ragged edges, loose seams).
Contact customers when the order is ready, when delays or errors occur, or when payment is late, to ensure that they are satisfied after the job has been picked up/delivered, asking for referrals, etc.
Assure customer satisfaction. Contact customer within 3-5 days of order to confirm customer satisfaction. If dissatisfied, determine concern and present solutions.
Obtain referrals; determine contact name and phone number and provide follow-up.
Follow up with printed quotes, thank you notes, etc.
Work on different projects simultaneously.
Implement call, mail, call process with prospective customers.
Execute in-house/database mailings and follow up via phone. Mail a minimum of 50 post cards weekly based on a variety of POS target lists.
Maintain an attractive retail environment (clean, organized and functional).
Support store manager as needed with reports, close out, invoices, and daily, weekly and monthly paperwork.

EMPLOYMENT STANDARDS

Education/Experience: Any combination of education, training or general experience that would provide the required skill and knowledge base sufficient for job performance. This could include:

Sufficient formal or informal education to assure the ability to use simple math (adding, subtracting, multiplying and dividing whole numbers and fractions, as well as converting fractions to decimals and vice versa).
Previous experience as a customer service representative or inside sales representative.
Previous experience in a sign shop or graphics industry.
Pass all assessments/inventories administered during the hiring process.

Knowledge: Correct English usage including spelling, grammar and punctuation; ability to proofread; basic math, read and interpret a ruler, use a calculator, basic sales skills; telemarketing skills; experience with a POS system; using a keyboard for typing/data input; sign basics; computer basics including Windows 95/98 or 2000 and Office 2000.

Skills: Communication including listening, speaking, hearing and writing; consulting; being able to assess needs and offer possible solutions for consideration; time management; using the phone book or other lists to generate contact companies; organizing (i.e., leads, call backs, quotes).

Desirable Qualifications/Traits: Easy-going, adaptable personality; positive “get it done” attitude; quality conscious; flexibility to occasionally work (and be compensated for) overtime; calm, professional and diplomatic; presents self well; neatly dressed, well-mannered and polite.

TYPICAL PHYSICAL DEMANDS