Account Manager
Applied Ceramics, Inc., Doraville, GA, United States
Applied Ceramics (ACI) has been in business since 1967 and is currently experiencing a growth period. Due to this increased demand for our products, we are in the process of maximizing our capacity and profitability by focusing on customer services, operational excellence, and employee engagement. We need the right individuals to help us execute our plan for Account Management so that we can realize these potentials.
Purpose Responsible for facilitating sales team efficiency and speed through timely and accurate communication with the Sales team and our clients as the secondary point of contact for customers and primary support for the Sales team.
Key Responsibilities Sales Team Support
Manage inbound and outbound client communication with existing customers.
Maintain accurate CRM records in tandem with the sales team.
Customer Service
Handle order entry, status updates, and issue resolution promptly (meet/exceed expected response time to ensure customer satisfaction).
Work with Sales team to prioritize and resolve customer concerns and elevate issues to the correct team when required and in a prompt manner.
Respond to customer inquiries regarding defined SLAs.
Cross-Functional Collaboration
Provide sales team with account updates and potential new opportunities or issues.
Coordinate with Operations for timely delivery and quality assurance.
Closely communicate with Sales team to ensure consistent, clear customer messaging.
Work with Finance on credit approvals and communicate status to sales team.
Communicate customer feedback to each pertinent team and department (i.e., sales, engineering, manufacturing, quality, shipping, etc.).
Performance Metrics
Customer Retention: Measured by repeat orders and NPS.
Response Time: Average time to resolve customer inquiries.
Skills & Competencies
Strong communication skills.
Strong attention to detail and organizational skills.
Ability to qualify customer requests and requirements.
Proactive team support.
Ability to adapt to changing priorities in a fast-paced environment.
Strong communication, interpersonal, and conflict-resolution skills.
CRM proficiency (HubSpot).
Process following and multitasking ability.
Behavioral Expectations
Maintain professionalism with all customer interactions.
Proactive follow-through with assigned tasks.
Collaborate effectively with internal teams to ensure seamless customer experience.
Uphold all company standards related to service, compliance, and confidentiality.
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Purpose Responsible for facilitating sales team efficiency and speed through timely and accurate communication with the Sales team and our clients as the secondary point of contact for customers and primary support for the Sales team.
Key Responsibilities Sales Team Support
Manage inbound and outbound client communication with existing customers.
Maintain accurate CRM records in tandem with the sales team.
Customer Service
Handle order entry, status updates, and issue resolution promptly (meet/exceed expected response time to ensure customer satisfaction).
Work with Sales team to prioritize and resolve customer concerns and elevate issues to the correct team when required and in a prompt manner.
Respond to customer inquiries regarding defined SLAs.
Cross-Functional Collaboration
Provide sales team with account updates and potential new opportunities or issues.
Coordinate with Operations for timely delivery and quality assurance.
Closely communicate with Sales team to ensure consistent, clear customer messaging.
Work with Finance on credit approvals and communicate status to sales team.
Communicate customer feedback to each pertinent team and department (i.e., sales, engineering, manufacturing, quality, shipping, etc.).
Performance Metrics
Customer Retention: Measured by repeat orders and NPS.
Response Time: Average time to resolve customer inquiries.
Skills & Competencies
Strong communication skills.
Strong attention to detail and organizational skills.
Ability to qualify customer requests and requirements.
Proactive team support.
Ability to adapt to changing priorities in a fast-paced environment.
Strong communication, interpersonal, and conflict-resolution skills.
CRM proficiency (HubSpot).
Process following and multitasking ability.
Behavioral Expectations
Maintain professionalism with all customer interactions.
Proactive follow-through with assigned tasks.
Collaborate effectively with internal teams to ensure seamless customer experience.
Uphold all company standards related to service, compliance, and confidentiality.
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