Internal Account Manager at First Technology

Job Description

• First Technology National is looking for a experienced Internal Account Manager to provide efficient service, support and customer satisfaction to all customers whilst maintaining profitability. Effective call management is crucial to meet required deliverables. To assist the External Account Manager. 

Key Responsibilties: 

INTERACTION 

• Ascertain who the parties are that you will be required to engage with internally in the business (sales team/procurement/accounts/services team/warehouses/office management business management). 
• Ascertain who the key contact people are that you will be required to engage with at the vendors or distributors.  
• Understand the process that is followed by each division before it gets to you and becomes your responsibility. 
• Build good working relationships with the people you are required to engage with. 
• Manage day-to-day e-communications (Skype/email), internally or externally. 
• Ensure you are trained on the systems you work on and have full knowledge. 
• Attend meetings or training when required.   
• Prompt, professional and polite interaction with customers will be required. 
• You and your account manager(s) are a team, a respectful working relationship is important 

STANDARD REQUIREMENTS 

• Strong administrative skills 
• Strong Customer service demeanour 
• Organised and methodical 
• Good team player, as well as ability to work individually 
• Strong Communication Skills 
• Attention to detail 
• Role model in performance standards and demonstrates champions behaviour in line with HPOE (High Performance Operating Environment) values 

SALES 

In conjunction with the responsible external Account Manager, you will need to … 

• Acknowledge all customer requests within 4 hours, so that customers know you have received the request and are working on it. 
• Adhere to any signed SLA’s within customers for agreed requirements. 
• Generate client quotes 
• Check quotes against the customer detail in order to ensure you are quoting correctly. 
• Check dependency guides or other sources to ensure you are recommending additional peripherals the customer may require. 
• Communicate any differences/discrepancies or risks to the customer. 
• Complete Tenders and Proposals as and when required and with assistance of departmental legal advisor. 
• Generate customer purchase reports and summaries. 
• Assist customers with budgetary quotations during their budget preparation cycles. 
• Manage software licensing renewals for customers. 
• Check renewal dates and send renewal quotes timeously for budgets. 
• Generate annual billing quotations for SLA’s or subscription products and follow up on orders. 
• Generate quotations on the internal quotation template/tool 
• Ensure pricing/special deal deadlines are adhered to. 
• Ensure orders processed are completed correctly for accurate invoicing. 
• Update CRM –  
• All quotes. 
• New customers. 
• Prospects. 
• Customer detail updates. 
• Close opportunities. 
• Accuracy of records/data. 
• Manage back orders, stock reports, debtor’s reports and ETA’s. 
• Co-ordinate delivery and return of any loan stock. 
• Respond to product queries. 
• Keep up-to-date on vendor campaigns. 
• Create customer specific price list where required. 
• Manage client folders on the server and keep them up to date. 
• Assist debtors with outstanding payments from customers. 
• Complete and follow up on credit application forms submitted to customers. 
• Follow up on credit application forms returned from customers to debtors. 
• Arrange customer deliveries where required. 
• Complete credit increase forms. 
• Confirm Account Manager Appointments where required. 
• Manage quarterly/ monthly target with Account Manager. 
• Ensure margin and ROE calculations on quotations are correct. 
• Ensure pro-rated billings or annual billings are calculated corrected. 
• Accurately process customer transactions such as orders and returns. 
• Ensure you understand the returns/credits terms and conditions of vendors. 
• It is paramount that you ensure you stay up-to-date on all product, licensing and operations information in order to support your account manager and the customers in various ways and be able to write all exams for formal certifications. 
• Attend vendor training – on-site or on-line. 
• Look for upsell and cross sell opportunities within your customer base. 
• Assist Account Manager in managing their calendar. 
• Prepare customer visit packs when required. 
• Assist after hours when required (normally month end or financial year end or to make a deadline). 

GENERAL REQUIREMENTS 

• Ensure that all detail is 100% correct. 
• Maintain filling and/or archiving systems. 
• Provide administrative support during the procurement process, where necessary. 
• Record, update and edit data, information and documents and maintain company database. 
• Identify and timeously address problems. 
• Escalate problems timeously when required. 
• Compile and complete vendor application documentation, when necessary. 
• Ensure processes are adhered to for Corporate Governance and Risk to be maintained. 
• Report any non-compliant information or behaviour to management. 
• All other tasks reasonably necessary to fulfil the above function, of Internal Sales, and compliance with all other reasonable instructions given by the employer.