Client Account Manager - Ontario

The Account Manager is responsible for supporting the account management team to help in client relationships and at times manage your own account base. You will be assisting all the related details, including setting up new items in our software system, statements of work, project plans and product/promotion launches. You will closely align with the customer service managers with the day-to-day demands of client support.

DUTIES AND RESPONSIBILITIES:

• Support DCL’s Account Management Team to be an effective liaison to support operational programs at DCL.

• Work as part of a unit within Customer Support

• Seek out new/potential business opportunities with customers.

• Help make decisions on raw material procurement quantities and submit purchasing requisitions to Purchasing

• Administer a variety of system entry steps necessary to support DCL processes
  and client objectives

• Interface with clients via email and phone

• Escalate concerns appropriately to account manager for their attention

• Participate in meetings with clients and account managers weekly to ensure
  expectations, initiatives and needs are being met and exceeded.

• Consistently deliver a high level of customer satisfaction to maximize customer
  perception and retention

• Act as an advisor, project manager, and brand ambassador for clients, ensuring a high quality experience for their respective customers. Build, improve and maintain strong, long lasting client relationships.

• Coordinate with operations on scheduling of order shipments and production work, prioritizing clients’ needs by balancing their expectations with those of DCL’s operations schedules.

• Meet with clients weekly to ensure their expectations, initiatives and needs are being met and exceeded.

• Liason between Client Services and the internal Operations team, collaborating cross functionally across all departments – Receiving, Production, RMA, IT, Order Pick/Pack, Shipping, and Sales. Initiate and lead internal meetings. Independently navigate internal process to deliver successful outcomes based on client expectations with little management oversight.

• Evaluate a clients’ overall operational program, such as SKU and order characteristics, and make efficiency, cost and technology recommendations [lick and stick, bundles, order drop times, API vs XML, IT network order flow design]

• Brainstorm and strategize with clients to identify problems with their overall program and projects and to come up with ideas on how to succeed with their program and future projects.

• Recommend and make purchasing decisions (quantity and cost) for the client when it comes to labels, boxes, branded boxes, and other raw materials

• Evaluate and determine customer pricing and credits based on client retention and business impact

• Actively seek new revenue opportunities in each clients’ program such as new omni-channel opportunities and value-added programs.

• Consistently deliver a high level of customer satisfaction to maximize customer perception and retention

• Perform other job responsibilities, as necessary and/or assigned

 SKILLS, ABILITIES, AND PHYSICAL REQUIREMENTS:

• Experience working in a customer facing/ account service role

• Outstanding interpersonal, written, and verbal communication skills

• Ability to prioritize and handle multiple tasks, independent projects simultaneously and in a timely/efficient manner

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift/push/pull up to 40 pounds at times.

• Ability to work in a warehouse environment where temperature is affected by weather conditions

EDUCATION AND EXPERIENCE:

• Minimum two (2) years’ experience/background in a customer facing service/support role

• Experience presenting in front of teams and senior level management

• BA/BS Degree or equivalent experience preferred.

• ERP experience preferred

• Logistics and or 3PL supply chain management or contract manufacturing company experience is preferred

• Strong Microsoft Office Applications Skills (PowerPoint, Word, and Excel)