Client Experience Manager - Promotional Products (On-site)

Job DescriptionJob Description

PRIMARY DUTIES AND RESPONSIBILITIES:

The following duties and responsibilities are essential in the daily execution of the position:

• Taking care of assigned accounts at the highest level. This includes contact via phone and email, initiating orders for all their supply needs, managing warehouse inventory and direct ship orders, following the outlined ordering process.
• Working with each client’s assigned Account Manager as a Spry Team to give the client the best Spry experience.
• Expectation to assist in expanding sales in existing accounts by introducing new products and services when appropriate in daily communication with clients.
• Helping to meet Sales goals by working with an Account Manager to reach Target Margin on each order. Target Margins are set by the Account Manager.
• Emails and phone calls returned within 24 hours. This is required for internal communication and customer communication on all levels.
• Build relationships with the clients – from the top down. Provide consulting on needs pertaining to streamlining and savings for the customer.
• As a part of the CX (Client Experience) Team, will participate in everyday routines of answering the phones, weekly meetings, trainings, etc.
• Weekly cadence meetings with each Account Manager. More frequent if needed.
• Operate with discipline and accountability within the EOS framework, ensuring alignment with company goals, core values, and the established structure for success.

CORE COMPETENCIES:

• Customer Service: Leads the organization in understanding the customers' wants and needs to screen all decisions and actions; ensures that the customer's perspective is taken fully into account. Creates and reinforces a customer service mindset throughout the organization.
• Sense of Urgency: Acts with urgency when resolving customer, vendor or business problems.
• Technical Competency: Understanding computer systems and ability to navigate and execute effectively with various types of technology. Microsoft Office proficient.
• Team Skills: Values diverse people; shares ideas, communicates honestly and respects others. Communicates effectively with others from diverse backgrounds and perspectives and adjusts communication style, as appropriate. Builds mutual understanding, consensus and support among team members by communicating in a way that promotes understanding and commitment.
• Attentiveness: Understands the need and has the ability to perform duties with high attention to detail.
• Problem Solving Skills: Creates a "can-do" environment; encourages others to be enthusiastic about identifying opportunities, solving problems, dealing with change and executing with speed and purpose. Helps associates envision personal benefits and positive outcome of change. Makes decisions quickly based on available information and appropriate assessment of risk.
• Two Way Communication Skills: Communicates to team and keeps team abreast of information needed to perform their job. Creates an environment where people feel free to speak open and candidly. Sets the stage for productive conversations.

MINIMUM QUALIFICATIONS & SKILLS:

• Customer service experience required
• Business-to-Business (B2B) customer service experience
• High school education (or equivalent), with post-secondary pursuit
• Ability to navigate computer proficiently, with programs or software systems experience
• Ability to plan effectively
• Self-Motivated
• Highly organized
• Excellent communications skills
• Attention to detail
• Analytical thinker
• Travel – ability to travel on rare occasion to vendor locations or other Spry, Inc. locations

COMPENSATIONS AND BENEFITS:

• Full-Time, Exempt, Salaried position
• Eligible for company sponsored health benefits and 401K matching, according to benefit timelines
• Employer paid Group Life coverage
• Paid-Time Off (PTO) in accordance with company policy

Company DescriptionSpry, Inc. is recognized as one of the industry’s top performing leaders in print, promotional products, office supplies, and distribution. Our firm helps clients market and manage their brands with absolute efficiency. With nearly 40 years in the industry and our continued growth, we are actively seeking driven leaders who are motivated to grow with us.Company DescriptionSpry, Inc. is recognized as one of the industry’s top performing leaders in print, promotional products, office supplies, and distribution. Our firm helps clients market and manage their brands with absolute efficiency. With nearly 40 years in the industry and our continued growth, we are actively seeking driven leaders who are motivated to grow with us.