The Account Manager (AM) serves as the primary internal contact for the Customer(s).  To this end, the AM is expected to:

1. Understand thoroughly the business process, procedures, and practices of the Customers for handling of orders and shipping of goods.
2. Communicate with internal Finance and IT Departments to ensure that Sales Orders and Sales Invoices are prepared in a complete, accurate, and timely manner.  The Key Customers are larger companies that often use EDI for Invoicing, and our IT Dept needs to synchronize with the EDI staff of the Key Customer and with a 3rd-Party MAS VAR.
3. Communicate with internal Warehouse and Quality Control on shipping and handling requirements of the Customers.
4. Communicate with the VP – Sales & Marketing, Account Executive(s), and even the President as needed to ensure that the Executives are well-informed about issues and opportunities with the Customers.
5. Communicate with the internal Design and Production Departments about the design wants and needs conveyed by customers.
6. Communicate with Customers about Product Lines and Specials that would enhance our goods carried by the Customers.
7. Know well our products and understand the differentiators with our competitors’ products.

Responsibilities:
· Phones-(40%) Rapid response to incoming calls is critical.  This includes general queries, order status, lead generation and issue(s) resolution.
· Order Entry-(15%)Customers will often use B2B for their submission of their Purchase Orders. 
· Account Maintenance – (15%) Account setup involves qualifying the customer by the AM and AE and setting the account up in Mas. Concurrently, account information is provided to the Credit Department for approval and credit limit determination. The AM is responsible for contacting the customer and the AE with account approval or disapproval within 48 hours Account maintenance also involves tracking each account’s existing orders to ensure shipments are on time and complete.  The AM must maintain the customer specifications regarding packing, shipping, and ticketing instructions.  Also, any Value Added Services, and special routing instructions must be communicated to all departments- including warehouse, I.T, and accounting.
· Marketing Support-(10%) This function includes mail-outs and shipment of marketing materials (catalogs, signs etc...) to our customers. Signage is the premier way for stores to promote our products. Decisions as to what level customers receive marketing materials and in what quantity is an AM responsibility. Promotions are also implemented by the AM.
· Returns / Credits -(10%)  Returns and credits are handled by the AM. While the AE is made aware of the issue, the approval, paperwork required, system input, customer notification and tracking of the return or the issuance of a credit only transaction is done by the AM.  In the past this has been a significant time consumer but should not be going forward if our policies are communicated and adhered to.

The above is intended to provide a summary of the major functions an  Account Manager performs on a daily basis. 
It is an outline based on customer requirements and does not include all internal activities.