PCNA · 16 hours ago
Inside Account Manager - Remote
United States
Full-time
Remote
Mid Level
3+ years expPCNA is the industry’s biggest and most diverse offering of promotional products and decoration services. The Inside Account Manager is responsible for driving growth within assigned customer accounts by building relationships and delivering exceptional service throughout the customer journey.
Consumer Goods
Responsibilities
Support the PCNA Service Spirit and PCNA Culture with every action taken every day with both internal and external customers
Accountable for managing all aspects of their assigned territory base at a PCNA level. This role will collaborate on opportunities with the Inside Sales Representative. This role serves as primary point of contact for support for their assigned accounts and with that, is responsible for ownership of all requests received. They will utilize all internal teams across PCNA to assist in gathering information as needed; and work with the customer directly on post-sale issues as needed
Collaborate with sales team to identify and grow opportunities within territory
Contributes information to sales strategies by evaluating current product results, identify needs to be filled; monitoring competitive products; analyzing and relaying customer reactions
Responsible for supporting several communication vehicles including phone calls, chat, fax, e-mails or other as identified
PCNA Inside Account Manager will be responsible for achieving a % growth target for their assigned territory
Daily use of Salesforce will be required to log large quotes/orders and other customer specific details to make visible to all and to help aid in PCNA Inside Account Manager follow up activities to drive quote and order closure
Daily use of Five9 for receiving and making phone calls and Service Cloud for capturing email interactions and associated KPIs are measured such as (but not limited to) interaction Volume, Availability, Schedule Adherence/a\Attendance and Abandon rate
Responsible for building, managing and maintaining successful working relationships with all areas needed to support their assigned account base including but not limited to the Sales organization, Large Order Desk, customer support teams such as Order Processing/Art, Customer Service and Retention, Production, Marketing, IT, and Finance (Credit) across both Leeds (HG & TPL) and Bullet business units
Delivers a consistent level of service on every call while upholding PCNA’s expectations as it relates to accuracy, customer satisfaction, and problem resolution
Maintains expertise in both Canadian and other International areas of the business
Works as a team with all cross-functional departments (Order Processing, Art, Production, Distribution, Marketing, Product Development, etc.) to ensure successful order deployment, product delivery and customer satisfaction
Manages Catalog Program business for assigned customer base, which includes the setup, maintenance, and year end cleanup of all programs within their territory
Serves as secondary support for WorldSource inquiries including the fulfillment of quote requests
Acts as product expert to support all product related questions including but not limited to the construction and function of all items
Acts as an expert in all website offerings such as mypromoproof, usb uploads, myleedsworld, e-showcase, and all other web based offerings to assist customer with training and technical questions
Monitors and facilitates the order status and movement through the system by working daily reports associated with inventory, spec issues, approval and other order level holds against orders established fulfillment date for all PCNA facilities
Monitors and addresses territory warning reports to support SureShip, Embroidery and customer Retention orders
Supports customer with the creation of things such as freight quotes, sample orders, virtual specs, and click and create flyers
Manages complete problem resolution process from start to resolve on post shipping Blank and Sample order issues
Works closely with the Retention Team on decorated order resolution. Responsible for submitting claim to this team, however, also for following progress to drive completion in a timely manner
Monitors and facilitates inventory shortage situations, Production order leveling, inventory situations related to misprints, and all other Production and Shipping situations that may prompt a customer call to resolve
Supports marketing related activities and associated systems (Highspot, Sales Wings, Sales Cloud, Service Cloud) as identified by the Commercial Organization
Supports customer requests for special projects and all associated activities such as merchandising support, quote creation, story board creation and virtuals
Performs contact updates with customer base
Supports Non-Standard Decoration Request process
Supports Call Center queue for all PCNA facilities when needed to cover peak call times
Performs all other duties as assigned
Qualification
Required
Strong communication skills both written and verbal
Strong computer skills
Ability to manage projects
Ability to build and foster relationships with both external customers and internal support teams
Proficient in Microsoft applications including but not limited to Outlook, Word, Excel, and PowerPoint
Use of Video conferencing for both customer meetings and internal meetings as required (on camera is expected)
Salesforce knowledge a plus
Ability to multi-task and prioritize daily tasks for completion
Portrays professionalism, flexibility, and accuracy in every action and/or decision
High School Equivalent or GED
Minimum of 3 years Sales or Service experience with assigned territory/accounts
Internal: Must have at least 6 months of experience as an Account Coverage Representative if you have no previous account management experience
Must be located in one of the following states: Colorado, Florida, Georgia, Illinois, Kentucky, Massachusetts, Michigan, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Texas, or Utah
Benefits
Full healthcare and benefits! The health and wellness of our employees is important to us, that’s why we offer benefits including medical, vision, dental, short-term disability, and more!
Flexible scheduling
401k Matching
Generous Paid Time Off and Holidays
PCNA Cares Share Fund – donating to teammates in times of need
Company
PCNA
PCNA is the largest distributor of customized and personalized hardgoods and apparel, operating on five continents and selling in more than 100 countries.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Amber Fernandez
HR Business Partner
DaVonne Hudson
AdvantagexPO RPO Recruiter Manager Partnering with PCNA
Recent News
The Business Journals
2024-04-09
2024-02-09
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