Job Title: Key Account Manager (KAM)
Job Summary: The Key Account Manager is responsible for ensuring customer satisfaction and assisting the service team in delivering exceptional service. This role involves proactive account management, relationship-building, and driving profitability and growth. The ideal candidate will be highly communicative, detail-oriented, and committed to upholding the company's service standards.
Key Duties & Responsibilities:
- Build and nurture relationships with customers to maintain high satisfaction levels.
- Regularly communicate with customers to resolve service issues and provide solutions.
- Conduct customer visits to review needs, complete surveys and perform inventory checks to ensure the customer has optimal inventory levels without overstocking or understocking.
- Identify areas of need and upsell additional products to increase wallet share within assigned accounts.
- Negotiate and secure contract renewals.
- New account installation - act as the conduit to transfer new accounts from sales to the service department.
- Support growth efforts by identifying new business opportunities and providing leads to the Sales Department.
- Address all customer issues within 24 hours and document unresolved cases with clear resolution plans.
Required Skills & Qualifications:
- Strong communication and relationship-building skills.
- Ability to analyze reports and use data for decision-making.
- Ability to negotiate with key decision makers and influencers.
- Proficiency in technology tools such as AS400, Microsoft Office Suite, and handheld devices.
- Problem-solving mindset with the ability to resolve customer concerns efficiently.
- Must be comfortable visiting multiple customers each day and multi-tasking in a fast- paced environment.
Work Environment & Expectations: This role requires regular travel and interaction with customers. Must be driven and have the ability to work from a home office with limited direction. Ability to coordinate and strategically set up your daily/weekly schedule to achieve maximum time in the field.
Additional Notes:
- Reports directly to the Director of Operations and supports all departments as needed.
- Weekend attendance is required during Thanksgiving, Christmas, and New Year's weeks, as well as other peak times as necessary.
- Must be available by company phone during reasonable hours.
- Occasional Saturday duty is required, with responsibility for monitoring call-ins and supporting the on-call driver. Additional compensation is provided for on call duty.