Strong communication skills for internal and client interactions
Advanced troubleshooting and multi-tasking abilities
Experience with ERP and/or CRM systems
Proficient in Salesforce platform
Passion for customer success and value creation
Intermediate knowledge of Microsoft Office Suite
Ability to prioritize and work well under pressure
High degree of tact, initiative, and interpersonal skills
Polished individual who thrives on challenges
Responsibilities
Grow existing book of business
Provide excellent customer service via email and phone
Resolve order issues by collaborating with customer service and fulfillment teams
Follow up with clients for payments and product recommendations
Prepare quotes and collect payments
Update customer records in CRM
Gauge customer satisfaction and address procedural questions
Collaborate with sales team to ensure timely order processing
Handle customer complaints professionally
Maintain high service levels for existing accounts
Follow up on backordered items when available
Benefits
401K, Medical/Dental/Vision/Life coverage
Flexible Time-Off
Casual and comfortable office environment
Snacks, lunches, retreats, and more
Full Job Description
Puffco is currently seeking an articulate, enthusiastic, self-motivated, driven, and ambitious Account Manager who is committed to nurturing our wholesale customers. You will utilize your extraordinary communication skills and passion for problem-solving to connect with customers by phone or email while establishing trust and strong rapport. Our Account Manager will serve as our primary liaison to our wholesale clients as well as play an instrumental support role in our sales and customer service team. You will be responsible for nurturing client relationships, managing our existing customer base, and developing a pipeline of new accounts for our growing business. You will be responsible for handling business and confidential situations in a discrete and mature manner.
This role is based out of our Downtown Los Angeles HQ and requires in office work 4-5 days per week. Only local candidates will be considered for this role.
The compensation range for this role is $80,000 - $84,000 base plus commission. Individual compensation is determined based on experience and skillset.
Some things you will be responsible for:
Grow existing book of business.
Provide prompt, excellent customer service and support via email, and phone calls on a daily basis.
Review unfulfilled orders, identify issues and correspond with customer service and fulfillment teams to resolve them; keep customers informed of shipping or any additional delays
Follow up with existing clients for payment, restock, and product recommendations.
Prepare quotes and collect payments.
Work with senior team member regarding appropriate client coverage.
Update customer records in CRM as required.
Contact customers to answer basic procedural questions and to gauge their level of satisfaction.
Collaborate with sales team to monitor active purchase orders and make sure that orders are completed and processed on time.
Handle customer complaints calmly and professionally. Report any service issues or customer support inquires to Account Executive.
Maintain a high level of service to existing accounts by timely processing of orders.
Follow up with clients on Puffco's backorder list when parts come back into stock.
Some qualifications and skills we need you to have:
1+ years' experience working in a similar role
Strong internal and client-facing communication skills
Advanced troubleshooting and multi-tasking skills
Experience working with ERP and/or CRM systems
Experience using and multi-tasking within the Salesforce platform
Passion for customer success and value creation
Intermediate knowledge of Microsoft Office Suite
Ability to multi-task, prioritize and function well under pressure and tight delivery timeframes
Ability to function at a high level in either a team environment or independently
Requires a high degree of tact, initiative, accuracy, judgment and superior interpersonal skills
A polished individual who likes a challenge and can contribute their talents to our team environment
