Inside Account Manager - Remote

Who are we?
Polyconcept North America (PCNA) is the industry's biggest and most diverse offering of promotional products and decoration services. Our employees are spread across six locations.
What we offer you

• Full healthcare and benefits! The health and wellness of our employees is important to us, that's why we offer benefits including medical, vision, dental, short-term disability, and more!
• Flexible scheduling
• 401k Matching
• Generous Paid Time Off and Holidays
• PCNA Cares Share Fund - donating to teammates in times of need

Why you will make it your career

• We invest heavily in modernization, operating more efficiently with cutting edge digital technology
• We value our employee's contributions in a collaborative and inclusive work environment
• Our culture encourages listening, understanding and a sense of empathy makes PCNA stronger
• As the industry leader for environmental responsibility, sustainability is the key to every decision we make

Our Values
Delight Customers: Treat our customers the way you'd like to be treated.
Work Smart: Time is valuable. Focus on the things that can have the biggest impact on our business and customers. Be inquisitive and innovative
Think Team: Work together to get the job done. Be inclusive and collaborative.
Own It: Be accountable. Embrace challenges as opportunities, roll up your sleeves and make it happen.
Say It Like It Is: Be candid, honest and respectful. Offer constructive insights and welcome other's input.
Our Businesses
Leed's is the premier supplier of high-quality promotional products, with goods ranging from pens and drinkware to bags and mobile tech. Bullet is a leading supplier of low-price promotional products, offering deep inventory, reliable service and 24-hour turnaround. Trimark, a member of PCNA, is a leading developer and manufacturer of logo'd apparel for the Canadian and U.S. promotional industries. Trimark sells logo'd apparel across 6 different categories; Polos, T-Shirts and Tops, Woven Shirts, Knits and Fleece, Jackets, and Accessories, including Headwear. At JournalBooks, we believe in creative minds working together to create something truly unique in journals and planners. ETS has always sought to provide the very best in service, product selection, printing capabilities and competitive pricing, focused on drinkware, ETS offers a broad range of high quality drinkware categories. Spoke's print-on-demand solutions and premium product assortment are standing by to help expand your inventory and fulfill your event and gifting needs!
The Position
The PCNA Account Managers primary goal is to assist in generating additional revenue associated with their assigned accounts by building and maintaining strong business relationships through their day to day service support and various proactive sales activities. They are responsible for the complete ownership of an assigned territory. This established territory will consist of customers from our top two customer account tiers and the PCNA Account Manager is accountable for supporting all service support needs including those needed to support pre-sale, order and post-sale requests or inquiries. The PCNA Inside Account Manager is responsible for working closely with their account Inside Sales Managers (both for our hard good and apparel divisions) and also for working closely with the Support Coordinator area to assist with timely customer communication on identified requests and inquiries that can be handled via email.
Key Responsibilities

• Support the PCNA Service Spirit and PCNA Culture with every action taken every day with both internal and external customers.
• Accountable for managing all aspects of their assigned territory base at a PCNA level. This role will collaborate on opportunities with the Inside Sales Representative. This role serves as primary point of contact for support for their assigned accounts and with that, is responsible for ownership of all requests received. They will utilize all internal teams across PCNA to assist in gathering information as needed; and work with the customer directly on post-sale issues as needed.
• Collaborate with sales team to identify and grow opportunities within territory
• Contributes information to sales strategies by evaluating current product results, identify needs to be filled; monitoring competitive products; analyzing and relaying customer reactions.
• Responsible for supporting several communication vehicles including phone calls, chat, fax, e-mails or other as identified.
• PCNA Inside Account Manager will be responsible for achieving a % growth target for their assigned territory.
• Daily use of Salesforce will be required to log large quotes/orders and other customer specific details to make visible to all and to help aid in PCNA Inside Account Manager follow up activities to drive quote and order closure.
• Daily use of Five9 for receiving and making phone calls and Service Cloud for capturing email interactions and associated KPIs are measured such as (but not limited to) interaction Volume, Availability, Schedule Adherence/a/Attendance and Abandon rate.
• Responsible for building, managing and maintaining successful working relationships with all areas needed to support their assigned account base including but not limited to the Sales organization, Large Order Desk, customer support teams such as Order Processing/Art, Customer Service and Retention, Production, Marketing, IT, and Finance (Credit) across both Leeds (HG & TPL) and Bullet business units.
• Delivers a consistent level of service on every call while upholding PCNA's expectations as it relates to accuracy, customer satisfaction, and problem resolution.
• Maintains expertise in both Canadian and other International areas of the business.
• Works as a team with all cross-functional departments (Order Processing, Art, Production, Distribution, Marketing, Product Development, etc.) to ensure successful order deployment, product delivery and customer satisfaction.
• Manages Catalog Program business for assigned customer base, which includes the setup, maintenance, and year end cleanup of all programs within their territory.
• Serves as secondary support for WorldSource inquiries including the fulfillment of quote requests.
• Acts as product expert to support all product related questions including but not limited to the construction and function of all items.
• Acts as an expert in all website offerings such as mypromoproof, usb uploads, myleedsworld, e-showcase, and all other web based offerings to assist customer with training and technical questions.
• Monitors and facilitates the order status and movement through the system by working daily reports associated with inventory, spec issues, approval and other order level holds against orders established fulfillment date for all PCNA facilities.
• Monitors and addresses territory warning reports to support SureShip, Embroidery and customer Retention orders.
• Supports customer with the creation of things such as freight quotes, sample orders, virtual specs, and click and create flyers.
• Manages complete problem resolution process from start to resolve on post shipping Blank and Sample order issues.
• Works closely with the Retention Team on decorated order resolution. Responsible for submitting claim to this team, however, also for following progress to drive completion in a timely manner.
• Monitors and facilitates inventory shortage situations, Production order leveling, inventory situations related to misprints, and all other Production and Shipping situations that may prompt a customer call to resolve.
• Supports marketing related activities and associated systems (Highspot, Sales Wings, Sales Cloud, Service Cloud) as identified by the Commercial Organization.
• Supports customer requests for special projects and all associated activities such as merchandising support, quote creation, story board creation and virtuals.
• Performs contact updates with customer base.
• Supports Non-Standard Decoration Request process.
• Supports Call Center queue for all PCNA facilities when needed to cover peak call times.
• Performs all other duties as assigned

SKILLS AND KNOWLEDGE:

• Strong communication skills both written and verbal
• Strong computer skills
• Ability to manage projects
• Ability to build and foster relationships with both external customers and internal support teams
• Proficient in Microsoft applications including but not limited to Outlook, Word, Excel, and PowerPoint
• Use of Video conferencing for both customer meetings and internal meetings as required (on camera is expected)
• Above Average typing skills
• Salesforce knowledge a plus
• Ability to multi-task and prioritize daily tasks for completion
• Portrays professionalism, flexibility, and accuracy in every action and/or decision

MINIMUM QUALIFICATIONS:

• High School Equivalent or GED
• Minimum of 3 years Sales or Service experience with assigned territory/accounts.
• - or -
• Must work as an Account Coverage representative for at least 6 months if you have no previous Account management experience

Together we inspire pride
We want our team members to be proud of the essential work they do, our commitment to the sustainability, and the overall customer experience. We are a culture that will invest heavily in our people, our company and in state-of-the-art technology to be at the forefront of innovation.
PCNA is an equal opportunity employer. PCNA provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, or any characteristic applicable under state, federal and local laws.