· Customer Support/ Retention Activities
· Maintains and regularly updates customer program details and deliverables
· Performs sales activities and follow ups:
· Sample management – ordering client approval and delivery to photography
· Merchandising and sourcing support
· Negative Available-to-Promise (ATP) weekly review
· Special order bidding, processing and follow up.
· Reviews Performance Analysis Review (PAR) reports regularly to ensure customer satisfaction; sets meeting with ownership and client
· Performs customer retention and recovery strategies
· Interacts with Purchasing and Production to ensure accurate and timely order fulfillment
· Evaluates information and customer feedback to determine feasibility of adding or eliminating products.
· Interacts regularly with outside contacts and conducts site appointments in support of national efforts
· Plans and executes program awareness activities
· Monitors the results of such efforts
· Consults and plans with VP of National Accounts (VPNA) when needed
· Informs VPNA of ownership of contract expiration and/or changes
· Conducts customer awareness activities where needed
· Continuously improves upon each programs’ KPls within the PAR
· Manages timelines and project-related activities and KPIs
· Consistently receives client satisfaction scores from accounts’ key contacts (based on surveys and acting Account Executive feedback)
· Other duties/responsibilities as assigned