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Account Manager

Function: Outside Sales
Location: SPP Canada - Vaughan, Vaughan, Ontario CA
Date posted: 9/10/2019 12:07:42 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1102204
Description
About Us
Staples Promotional Products (SPP) is the world's most trusted source for branded solutions because we make promotional products easy.  We are committed to providing outstanding service and exceptional value by being your business partner in brand development. That's why companies large and small, all over the world, turn to us for the resources they need to increase brand reach and visibility.
 
Leading the industry with over 65 years of experience, Staples Promotional Products has financial strength and global partnerships that ensure we can deliver your custom order on time and at the best possible price. We are dedicated to helping your business.
 
Learn more about what we do:
 
Job Summary
The Account Manager markets and sells SPP products and services to new and existing customers and manages enterprise, contracted client relationships.  The Account Manager is responsible for customer satisfaction and for the delivery of commitments made by the company. The Account Manager is responsible for achieving team sales and profit goals, and designing and implementing strategic business plans and reviews for Enterprise Accounts.  The Account Manager works with the Strategic Account Manager to forecast sales figures and achieve/exceed those objectives, collaborates with other sales support teams to ensure ordering and delivery of sales, and strategically plans for key Enterprise Accounts.  The Account Manager works directly with the customer, Strategic Account Manager, Team Sales Rep(s), and Special Order Team to facilitate all quote requests over $10,000 for Enterprise Accounts (key major accounts who spend over $300,000 per year and/or have a contract with SPP, and have both program and special order business requirements).  The Account Manager oversees all Enterprise and Non-Enterprise Account quote requests under $10,000, which are fulfilled via the Special Order Team (ex: product sourcing, quote, order-entry, delivery.)
 
Job Responsibilities
  • Strategically plans for key Enterprise Accounts through management of the sales process: understanding customer strategies and decision-making processes, forecasting new business, managing the sales funnel/following through in order to gain more business and maintain customer relationships
  • Key point of contact for Enterprise Accounts (key major accounts who spend over $300,000 per year and/or have a contract with SPP, and have both program and special order business requirements)
  • Works with Strategic Account Manager, Team Sales Rep(s) and Special Order Team to facilitate all incoming quote requests over $10,000 for Enterprise Accounts (key major accounts who spend over $300,000 per year and/or have a contract with SPP, and have both program and special order business requirements)
  • Oversees all Enterprise and Non-Enterprise Account quote requests under $10,000, which are fulfilled via the Special Order Team (ex: product sourcing, quote, order-entry, delivery.) 
  • Oversees quote-accuracy from Special Order Team and Team Sales Rep(s) on opportunities over $10,000 (checking quote information, products, vendors, margin)
  • Completes request-for-quote form to submit quote requests to Special Order Team
  • Brings all client quote requests/opportunities over $10,000 to the attention of the Strategic Account Manager and Regional Sales Manager
  • Brings all client quote requests/opportunities over $50,000 to the attention of the Strategic Account Manager, Regional Sales Manager and National Director of Sales
  • Develops and maintains the client plan for all contracted clients assigned to them by the Strategic Account Manager
  • Ensures margin is at plan for each client and across the team
  • Measures and shares success against the client plan through the fiscal year
  • Ensures SPP is within contracted inventory levels for key program clients
  • Maintains knowledge of client contracts and keeps them current with support from Strategic Account Manager and Regional Sales Manager
  • Manages account profitability and discusses the results with the team and with the customer upon request
  • Manages relationship with team’s contracted accounts
  • Ensures customer satisfaction by working with members of the sales team as well as members of sales support teams across the business
  • Acts as a proxy for the client internally at SPP when interacting with all program and Special Order teams
  • Collaborates with the program team to manage all aspects of the program business
  • Works with Special Order Team to ensure that all Special Order orders are placed and delivered according to the customer requirements
  • Ensures customers have complete satisfaction with their Staples experience
  • Responds immediately to inquiries, issues and customer complaints 
  • Acts as a liaison between SPP and customers with regards to invoicing and service concerns
  • Proactively reaches out to past customers to market new products, services, and generate sales
  • Builds and maintains trust with a customer by fulfilling commitments and handling issues in order to gain a high level of customer satisfaction
  • Increases sales within existing customer base through proactive activities such as customer visits, calls, marketing, delivery of exceptional customer service, developing an awareness of customer requirements/preferences and changes in the local market, competitors and industry
  • Secures new accounts through networking and prospecting
  • Increases sales by staying current with new products and trends as well as
  • Develops documents and implements marketing strategies to penetrate client base, retain accounts and increase revenue
  • Researches trending product options and works with Special Order Team to ensure maximum profit and market competitiveness on quotes
  • Hosts/attends team meetings
  • Provides team coverage as requested by manager
  • Other duties as assigned
Primary Interactions
  • With Clients
  • With Team Sales Representatives and Strategic Account Manager
  • With Special Order Team
  • With Vendors
  • With all departments within the company
Key Performance Indicators
  • Meeting/exceeding quarterly and annual top-line revenue and margin budget/goals
  • Growing client revenue and margin sales Year over Year (YOY growth)

Qualifications
Education/Experience


Experience:
  • 3-5 years sales and/or customer service experience.
  • Experience in the Promotional Merchandise Industry preferred.
Education:
  • University or college diploma in sales or business or equivalent working experience within a B2B sales environment is preferred
  • CSP designation or CPSA graduate is preferred
Other Skills
  • Excellent interpersonal, communication and presentations skills with a flair for sales
  • Exceptional customer service skills
  • Highly proficient business written and verbal communication skills, as well as the ability to discern message content
  • Strong organizational skills and the ability to handle and prioritize multiple tasks/projects simultaneously
  • Strong attention to detail
  • Good math aptitude
  • Proficient use of Microsoft programs (Excel, Outlook, Word, and PowerPoint)
  • Industry experience (ie: understanding of decoration processes, quoting, and SAGE) preferred
  • Ability to demonstrate flexibility and adaptability in a fast-paced and changing work environment
  • Ability to demonstrate a positive and supportive attitude at all times even during stressful or difficult situations
  • Ability to drive and support company and management initiatives and/or decisions
  • Ability to prioritize and execute work under tight deadlines
  • Strong problem solving and analytical skillsets
  • Creativity and ability to provide merchandise solutions
  • Strong negotiation skills
  • Minimum 3-5 years sales or customer service experience, and a comfort in developing creative solutions for clients
  • Builds collaborative relationships and trust through open communication
  • Self-motivated with high energy and enthusiasm
  • A vehicle in proper working condition is required
  • Bilingual (English/French) – Nice to have or mandatory depending upon market
  • Thorough and complete knowledge of company systems and processes
  • Attends off-site client meetings and makes sales calls
  • When necessary, unpacks/packs boxes or packages to show merchandise or catalogues at client or vendor events 
  • Some travel is required; generally restricted to local office metropolitan area


Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537



Staples is an equal opportunity employer and an accommodation will be provided during the hiring process if requested.
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