Now Hiring - Vanguard Direct - Account Manager in Pleasanton, CA

Full description of the position

The Account Manager is responsible for providing daily account and project management support for TSG clients, and internal support and assistance for TSG sales personnel. The Account Manager must communicate effectively with other internal teams and external vendors to ensure deadlines, delivery dates, and Service Level Agreements (SLA) are met. The Account Manager assists the sales team in the areas of product sourcing, order entry, project management, and account management, depending upon specific account/sales team needs. Additionally, the Account Manager is the first level of support for CSRs on their Team. Account Manager must be knowledgeable in TSG policies and procedures to ensure the client is operating accordingly within TSG guidelines. The Account Manager is the escalation point for the Team when more advanced product and service questions arise. It is the responsibility of the Account Manager to ensure the open orders, inventory management and receivables overseen by the team remain in check.

Responsibilities

• Provide sales support and assistance to designated TSG sales personnel.
• Support clients' needs regarding quotes, order status, tracking, order issues, returns, etc.
• Respond to customer inquiries in a timely manner (within 4 hours or as defined per SLA).
• Order Entry: manual entry when required, including inventory replenishment orders. Track projects as needed to ensure deadlines and SLAs are met. Work with TSG A/P Team and Vendors to resolve discrepancies and close orders. Follow up with clients on past due invoices as needed. Resolve pricing discrepancies immediately and if part of a program, seek to fix the root cause. Monitor open order reports and work with A/P Team & vendors to ensure orders close timely. Answer basic and advanced product and service questions, and account specific inquiries. Ensure client data in Client Relationship Management (CRM) System and Client Desk Guides are maintained and current. Oversee a team of CSRs to make certain they are following TSG policies and procedures. Meet weekly with the CSR team to work on open orders, inventory, and past dues. Maintain a scheduling calendar for the CSR team and ensure there is no gap in service for TSG clients during any vacation, sick leave, or time off periods. Provide additional account coverage and delegate tasks as needed to promote balance in the CSR team's workload. Participate in regularly scheduled briefing/accountability meetings with the Regional CSR Manager and/or Director of Training & Development Complete performance appraisals annually for each CSR on the team. Build upon and maintain strong TSG customer relationships. Seek out opportunities to increase sales and margin with assigned accounts. Additional duties as needed.

Qualifications

Proficient in Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint) Experience with Windows OS and basic understanding of computer operation. Ability to communicate clearly and professionally with clients, vendors and internal team members via email, phone, video conference, and/or in person. Prioritize tasks effectively and pivot in a fast-paced, deadline driven environment. Demonstrated ability to ensure information is complete and accurate; and follow up (on own work or that of others) to ensure that commitments have been fulfilled. Ability to manage multiple projects or tasks occurring concurrently. Works well independently and as a member of a team, taking initiative and ownership. Good understanding of management practices and techniques. 2+ years of client support experience in marketing, purchasing or sales preferred. ASI, SAGE, and print industry knowledge a plus. Education

• Minimum of a High School diploma or equivalent.
• Bachelor's degree from an accredited university preferred.
• Equivalent combination of education and experience. Working conditions
• Physical presence in the office may be required for on-site collaboration with manager and/ or team members.
• Travel may be required. Physical requirements Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain focus despite interruptions, strength to lift, and carry boxes weighing up to 10 pounds to a height of 48 inches; vision to read printed materials and a computer screen, and hearing and speech to communicate in person and over the telephone. Must be able to sit for long periods of time utilizing computer keyboard and mouse. The marginal functions of this position have not been included. This job description in no way implies that these are the only duties to be performed. An employee will be required to carry out any additional job-related duties as requested by their manager or management of TSG. Pay: $65,000.00 - $85,000.00 per year Work Location: Hybrid remote in Pleasanton, CA 94566