Account Management represents Artistic Finishes as a key link between the customer and Artistic Finishes.  The main goal of this position will be to develop via telephone strong relationships with customers including key business executives and stakeholders.  In this role, you will work with cross-functional internal teams (including Production, Pricing/Product and Accounting areas) to improve the entire customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Operate as the lead point of contact for all matters specific to your key accounts including customer agreements, pricing, complaints, returns/cancellations, requests for expediting orders, checks current order status and troubleshoots
• Facilitates and makes decisions for customer claims and requests for credits/refunds based upon company guidelines
• Acquire a thorough understanding of key account needs and requirements
• Analyze opportunities for growth within key accounts using sales reporting tools and metrics
• Expand the relationships with existing key accounts by strategically proposing solutions that meet their objectives
• Provide and maintain excellent customer relations by ensuring all customer inquiries are handled in a prompt, efficient, courteous and professional manner
• Help customers navigate our website to determine how to find pricing, availability, expected production times, anticipated delays in delivery, and technical tools.  Responds to other order-related questions
• Enter order data into the website to create Artistic orders and manage order processing
• Confer with Production, Pricing/Product and Accounting areas as required to handle customer requests, follow-up on orders/shipments and monitor customer agreements
• Receive and respond to customer complaints, requests for expediting orders, check current order status and troubleshoot on non-key accounts
• Learn about the Artistic Finishes product line in-depth to explain features and benefits to customers
• Recommend and cross-sell other Artistic Finishes’ products
• Marketing administrative duties: 
  • Keeps collateral materials ready for distribution by checking and replenishing inventory; placing orders; and verifying receipt
  • Plans and supports meetings, events and trade shows by identifying, assembling, and coordinating requirements; establishing contacts; developing schedules and assignments; coordinating mailing lists, coordinating travel, schedules
• Other duties as assigned

• Alphanumeric Data Entry
• Pleasant phone demeanor
• Excellent problem-solving skills
• Exceptional ability to handle customers when dealing with claims/returns when the message may be of a negative response
• Outstanding organizational skills in managing many difference customer requests and needs at one time
• Microsoft Office knowledge of Word, Power Point, Excel and Access skills desired
• Ability to build rapport with customers and other team members
• Sales orientation with ability to perform inside sales-related duties as required
• CRM knowledge
• Participate, support and make suggestions in the continuous improvement processes
• Ability to perform and make decisions independently with minimal direct supervision 
• Self-motivated with a positive attitude
• Ability to identify and resolve problems or seek assistance in a timely manner and take direction
• Ability to coordinate multiple tasks simultaneously
• Strong verbal and written communication skills
• Respond promptly to internal and external customer needs and resolve all issues satisfactorily
• Prioritize and plan work activities and use time efficiently
• Ability to consistently meet or exceed deadlines
• Ability to deal with frequent changes, delays or unexpected events

EDUCATION and/or EXPERIENCE

• High School diploma or equivalent.  Bachelor’s degree from a four-year college or university preferred
• 1-2 years related experience in account management or customer service
• Outstanding sales, marketing and customer service communication skills
• Excellent listening and negotiating skills
• Time management skills and ability to juggle multiple priorities
• Ability to handle difficult customers and complaints