Key Account Manager (KAM) Job Overview
The Key Account Manager is responsible for closing sales both on the telephone and through in-person customer visits. This is done by establishing, nurturing and maintaining customer relationships. Through their response to incoming calls and proactively creating a pipeline of customers to engage, the Key Account Manager assumes a needs focused sales strategy with our customers and based on this knowledge avails them of our product range and closes the deal.
Success Factors
- Revenue targets are met and/or exceeded.
- Sales forecasts done regularly for core products.
Responsibilities
- Educates customers on products offered by the company.
- Proactively contacts and encourages customers to purchase products which, depending on the scenario, may or may not be supported by the use of scripts.
- Records customer orders and ensure a high degree of accuracy is always maintained.
- Responds to and advises customers who may have queries about purchased products.
- Responds to and effectively manage customer complaints and recover disgruntled customers.
- CRM Management - Maintains and updates company records including but not limited to incoming and outgoing sales activity, and customer contact names and details, etc.
- Shares information with and where necessary coaches fellow team members on areas relating to products, sales, sales strategy and CRM.
- Identifies potential sales opportunities and strategies that could potentially lead to increases in revenues.
- Liaises with various departments to ensure that all elements of the sales cycle or effectively managed i.e., order fulfilment, dispatch, accounts, receivables management etc.
- Keeps abreast of stock levels to identify what is available versus what needs to be ordered to always ensure product availability.
- Follows established company standards and where necessary makes recommendations for continuous improvements to ensure customers benefit from the highest potential quality standards and customer service experience.
- Keeps abreast of marketing strategies, so customer database is always well informed.
- Conducts necessary research to keep abreast of market needs, trends and opportunities.
- Contributes to team effort by meeting expected forecasted sales targets.
- Operates in an efficient manner to mitigate wastage and losses to the company.
- Contacts customers to follow up on delinquent accounts.
- Familiarises themselves with physical stock locations and is capable of checking stock levels physically and in the stock management system.
- Creates sales quotes for customers in system as is necessary.
Skills & Experience
- Excellent interpersonal skills.
- Excellent written and oral communication skills.
- Engaging, even-tempered, resilient, and able to handle rejection.
- Outstanding negotiation skills with the ability to resolve issues and address complaints.
- Proven track record of successfully meeting sales quota over the phone and in person.
- Good knowledge of relevant computer programs (e.g., CRM software) and telephone systems
- Computer skills - proficient in MS Office Suite, QuickBooks, familiar with ERP software functions.
- Ability to learn about products and services and describe/explain them to prospects.
Education
- Minimum of 4 CXCs inclusive of English Language and Mathematics.
Personal Competencies
· Honesty & Integrity
· Organization and planning skills
· Action & results oriented
· Problem solving ability
· Decision making
· “Can Do” attitude
· Tenacity/Resilience
· Humble
· Quality Focus
· Accuracy
· Flexibility
· Reliability
· Teamwork
· Passionate
Work Environment
Time is spent primarily in an office setting, seated and on the computer or phone and/or in the trade visiting customers in person.
Location and Territory
St. James, Westmoreland & Hanover
