Account Manager

Summary
As the first point of contact to our customer base, the Territory Manager is responsible for providing exceptional levels of customer service to all customers within a defined Territory.
This role is responsible for maximising every sales opportunity for the business across Sales and Rental revenue streams within the existing customer database and any new and target business.
Duties and Responsibilities
Your duties and responsibilities are contained within this Position Description however, you are also required to perform other duties reasonably required of you, as assigned by the Company, that you are skilled and capable of performing, including carrying out duties for any of the Company’s related entities.

Key Result Area 1 – Sales Performance
• Ensure that all monthly, quarterly and annual order intake Sales and Rentals budgets are achieved if not exceeded.
• Ensure that gross profit is maximised for each sale/rental.
• Conduct product demonstrations in line with Company expectations to generate customer interest and activity.
• Produce and deliver authorised sales/rental proposals to prospective customers in line with company guidelines.

Key Result Area 2 – Customer Service
• Ensure that the Company’s Rental customers are met with on a monthly/bi-monthly basis and that the Company is represented professionally, further developing its relationship with its customers.
• Continuously build, develop and maintain strong working relationships with the Company’s Customers and with all relevant stakeholders across all levels of the Customer.
• Ensure that all projects are effectively managed, and that delivery dates and timelines are communicated to customers accordingly.
• Answer all incoming calls in a courteous and efficient manner and interpret the customer needs and act accordingly.
• Ensure that all customer requests and enquiries are documented and responded to in a timely and professional manner providing a high level of customer service at all times.
• Coordinate delivery and face to face presentation of value-add reporting, including Quarterly KPI’s and Infolink reports where required, supplying summary notes of meeting discussions and follow ups to ensure continuous improvement.
• Ensure that all customer orders are processed promptly and accurately to ensure the customer receives what has been ordered.
• Ensure that the Company’s selling processes (Dimensions of Professional Selling (DPS), Collateral, Demo’s, Presentations) are adopted and executed proficiently on all customer transactions.
• Ensure that all customer concerns are identified promptly and addressed/resolved in a timely manner.
• Adhere to all Company Policies by ensuring business dealings are carried out professionally and ethically.

Key Result Area 3 – Business Development
• Increase Crown market share identifying opportunities and following company sales process.
• Continuously search for sales opportunities within a defined Territory
• Identify business growth opportunities and implement approved business plans to ensure that such opportunities are maximised.
• Actively introduce the Company’s products and services into the market via prospecting and existing customer contact.
• Develop a strategy to identify, prospect and ultimately create sales opportunities within our competitors’ market.

Key Result Area 4 – Product & Industry Knowledge
• Actively participate in Company provided training and reasonably invest time to ensure full comprehension of all Crown models including specifications and demonstration techniques.
• Continuously develop and acquire broad industry knowledge by attending where possible industry seminars and functions.
• Develop an in-depth knowledge of the Company’s competitor’s products, services and pricing.

Key Result Area 5 – Administration
• Prepare Sales packs for processing in a timely manner post receiving order to support best possible delivery timeframe for our customers
• Carefully prepare and complete Crown SRA quotes and Configurator Lite accurately as per customers’ expectations and requirements, again ensuring it is accurate when processing for orders on Crown factories.
• Ensure all outgoing products are inspected prior to being dispatched to ensure all specifications are correct.
• Process all ordering and invoicing for customers as requested in a timely and accurate manner, ensuring that all monthly invoicing is completed in full and on time.
• As required complete and submit Modification Application and Engineering approval requests.
• Ensure that all weekly and monthly reporting is completed promptly and accurately.
• Effectively manage and maintain activity tasks in Crown 360
• Update “GOERS” forecast in designated drive, this forecast must be an accurate reflection of your sales funnel.
• Manage and update Leads in 360 within agreed Company guidelines throughout the sales process.
• Prepare quotes and proposals in line with Crown’s SRA Process utilising tailored content to ensure that every proposal addresses the customers GAP and details our proposed solution.
• Assist the branch administration and sales support departments to achieve invoicing budget by ensuring all documentation, such as trade in valuation, tax invoices and rental agreements/lease 

Key Result Area 6 - Safety & Risk Management
• Coordinate and manage the resources required to meet the Company’s WHS requirements.
• Role model and lead by example in all WHS programmes and activities.
• Provide support to the branch to ensure that Company and Branch desired goals are achieved in the WHS area.
• Ensure all customer signed installation paperwork and operator familiarisation training is conducted for all deliveries, ensuring the safe operation of the Company’s equipment and customer safety and wellbeing.

Key Result Area 7 - Non Specific
• Manage all customer contact to ensure excellent levels of service is maintained.
• Be involved in ad hoc and project-based work as required to improve operational performance, as directed
• Adhere to all company policies and procedures
Knowledge, Skills & Experience
• Industrial/Capital Equipment Industry Experience.
• A solid understanding of and experience utilising the Dimensions of Professional Selling (DPS) method.
• Proven track record of meeting/exceeding set targets.
• Willingness to identify shortfalls and develop.
• Excellent client management and business literacy skills.
• Strong interpersonal and negotiation skills.
• Excellent verbal and written communication skills.
• Ability to develop strong trusting relationships in order to gain support and achieve results.
• Ability to manage multiple conflicting priorities.
• Be flexible and available to interact with employees at all levels.
• Be self-directed and motivated.
• Flexible approach to work including high motivation levels to complete tasks as required.
• Intermediate computer skills, including intermediate knowledge of the Microsoft Office Suite.
• Ability to analyse and solve problems or concerns promptly.
• Proven track record in the ability to build relationships with employees, colleagues and customers.
• Accuracy and exceptional attention to detail.
• Professional mannerisms.
• Good understanding and knowledge of the AS400 system.

Qualifications
• A Bachelor’s degree preferably in Business, Commerce, or Marketing. (Not Essential)
• Capital Equipment experience