Account Manager
DEPARTMENT Account Management
REPORTS DIRECTLY TO Client Relations Supervisor/Manager
REPORTS INDIRECTLY TO State Sales Manager Group Sales Manager
NUMBER OF REPORTING RELATIONSHIPS 3
TRAVEL REQUIREMENTS Travel required within metropolitan areas on a regular basis
EMPLOYING ENTITY Capital Transport and Logistics Group Pty Ltd
AUTHORITY TO ACT
This position must act within written group policies, procedures and operations manuals. All decisions outside these parameters must be approved by your direct manager.
NUMBER OF STAFF REPORTING DIRECTLY TO THIS POSITION 0
NUMBER OF STAFF REPORTING INDIRECTLY TO THIS POSITION 0
CRITICAL RELATIONSHIPS (INTERNAL)
- National Sales Manager
- Head of Sales
- State Manager
- Account Management and Sales Department
- Business Unit Managers
- Operations Departments (Courier, Taxi Truck, Contracts, Fleet)
- Administration and Customer Service Department
- Accounts and Finance Department
- HR and HSEQ Department
- Legal Counsel
CRITICAL RELATIONSHIPS (EXTERNAL)
- Existing clients
- Potential clients
Position Summary
The Account Manager serves as the primary business contact for clients within their portfolios and is responsible for maintaining the revenue of their allocated portfolios, whilst looking for growth opportunities. The Account Manager is expected to consistently provide excellent customer service to clients within their portfolio. In addition, the Account Manager should build relationships with clients to encourage new and repeat business opportunities.
1. Key Responsibilities and Task List
1.1 KEY PERFORMANCE INDICATORS
- Ensure you meet the results and activity targets outlined in a separate document titled Appendix A.
1.2 SALES AND ACCOUNT MANAGEMENT
- Effectively retain and develop existing clients in your assigned portfolio. All proactive communication with clients in your portfolio should be conducted via landline phone, email and face-to-face meetings.
- A Qualified Opportunity is defined as an opportunity with a prospective client that has not traded with Capital Group at all, or for not less than three (3) months, and the prospective customer’s:
- Decision maker is known;
- Transport requirements are known and are serviceable by us;
- Has a transport need of not less than one transport job per calendar month;
- Incumbent transport provider is known and is a competitor of ours;
- Has an invoice or price example for comparison; and
- Is planning to make a decision within six weeks from initial contact (Buying Mode).
- A New Business Appointment is defined as a first appointment of a Qualified Opportunity, as well as any follow up action (such as follow up appointments and drop-ins) that are required to secure the custom of the Qualified Opportunity.
- An Account Management Appointment is defined as an appointment with a customer that is already trading or has traded within the last three months.
- Attend the minimum number of appointments as outlined in a separate document titled Appendix A, unless otherwise directed by your Manager.
- During office days you must make the minimum number of calls outlined in a separate document titled Appendix A, predominately from your landline, made up of:
- 60% of account management phone calls; and
- 40% of new business phone calls.
- Follow the Capital Group’s Sales Process as outlined in the Sales Training Manual, including use of the following sales methods:
A. Warm up;
B. Recap;
C. Presentation; and
D. Close.
- Identify opportunities within your portfolio and regain lost business as well as develop existing business. You are also required to source new business opportunities outside their portfolios.
- Maintain a pipeline of new business, regains and development opportunities which may be obtained through referrals from existing clients, cold calling, eyeballing etc. This must be recorded and maintained in the Opportunities section of the CRM.
- Use your best endeavours to ensure 60% of your portfolio is booking via the internet. You are required to convert clients that book via our call centre to book on the Capital Group Internet Bookings webpage.
- You must inform yourself of the goods and associated tasks involved in providing transport services to potential and existing customers. You are required to identify and control known risks, such as:
- Hazardous manual handling;
- Dangerous goods;
- The requirement for the use of specialised vehicles or equipment, and associated compliance requirements;
- Deliveries of commercial quantities to residential premises;
- Deliveries to high risk environments; and
- High risk tasks that require bespoke process design.
- You must liaise with the National HSEQ Manager to ensure the work can be performed in a manner that is safe and does not expose our sub-contractors (or people generally) to a situation or environment that poses a risk to their health and safety.
- You will be required to conduct client site inspections to ensure that the service we provide our customers is of a high standard, and that the client’s site does not pose a risk to the health and safety of our sub-contractors. In completing a client site inspection, you must use the prescribed inspection template, and insert information truthfully. Should you require retraining, or have a question in relation to a specific site or the inspection template generally, you must escalate this to the National Work Health and Safety Manager without delay.
- Ensure client feedback is followed up within 24 hours of receipt and all escalations are reported to your Supervisor or Manager where required. Where you are unable to resolve the issue within 24 hours, you must contact the client and confirm the anticipated completion time.
- Upsell our national presence in all your communication and interaction with existing and potential clients.
- Review client rates on an ongoing basis and look to uprate clients where possible. You must escalate all uprate opportunities to your Manager. It is expected that your portfolio should achieve the minimum budgeted margin.
1.3 GENERAL RESPONSBILITIES
- Ensure you start and finish in the office daily, abiding by the ‘Daily Sales Structure’ document provided at the time of induction, unless otherwise directed by your Manager. This generally includes three (3) days in the office (Monday, Wednesday and Friday) and two (2) days on the road (Tuesday and Thursday), however this can vary at your Manager’s discretion.
- Ensure proper use of the CRM system at all times by inserting information that is legitimate, detailed and relevant, including:
- Documenting and saving all communication and administrative work (e.g. credit adjustment, rate adjustments, etc.) associated with managing prospective and existing clients;
- Ensuring all appointments, follow up phone calls, emails and tasks are being tracked in CRM before going out on the road;
- Ensuring that all information in the CRM and the Transport Management System (“TMS”) is current and up to date. If more than one account exists in the CRM or the TMS the Account Manager is to inform their Manager immediately;
- Recording all relevant information in the CRM, detailing a history of communication and activity for all clients; and
- Ensuring your clients have a ‘Brick wall Criteria’.
- Ensure all original credit applications are submitted on the day a new client trades and given to the Sales Administrator for a final review. If the client has been offered special rates, the credit application must be reviewed and approved by your supervisor or Manager. Where a hard copy credit application is used, a carbon copy must be supplied to the client upon completion.
- Escalate all client proposed modifications to our credit application terms and conditions, and client contracts, to the Risk and Human Resources Department without delay.
- Meet with your Manager as requested providing them with a de-brief of on road activities tracked via CRM.
- Assist the Sales Administrator and/or Finance Department with the investigation of any client queries, where required.
- Ensure you are logged into the phone system and be available to accept overflow calls from the Customer Service Department. You are to only use the “Make Busy” telephone option for breaks and for the purpose of completing work-related tasks.
- During peak business periods, between November and January, you may be required to perform courier deliveries and assist the customer service department in taking client bookings.
- Ensure all clients’ expectations are met in terms of time and quality in the delivery of our services.
- Effectively communicate with colleagues and clients.
- Advocate co-operation with both intra and inter Departments.
- Ensure that your written and verbal communication with clients, colleagues and sub-contractors is always professional and courteous.
- Attend one on one meetings with your manager as required.
- Perform any reasonable tasks requested by your manager.
- Notify your manager if you require additional training as soon as practicable.
- Ensure you use work time and resources for work activities, through limiting personal phone calls, internet browsing and mobile phone usage.
- Ensure compliance with Capital Group’s Company Policies at all times.
- Ensure compliance with the Work and Safety (WH&S) responsibilities as outlined in section 3.
1.4 DAILY TASK LIST
- Analyse Threshold Reports (i.e. Power Bi Reporting) each morning for the purpose of proactively monitoring accounts in your portfolio. You must review customer trading patterns to identify if an account is of concern (i.e. inactive, lost, downtrading on benchmark and rolling accounts) and contact the client where required.
- Review up trading accounts and Top 5 clients and contact or appoint the customer to discuss trends
- Review and action all tasks set in the CRM
- Contact all opportunities in your CRM on the expected call back date
- Contact all customers in your due and overdue calls list in the CRM everyday you’re in the office
- Ensure client issues are dealt with on a daily basis including but not limited to invoice queries, damage claims, quotes and sub-contractor issues.
- Contact all clients that are below their benchmarked revenue job numbers and action accordingly.
- Review the Feedback report received from Operations on a daily basis with a phone call to any clients that have issues that need to be resolved. Any queries must be actioned within 24 hours to allow for prompt payment of invoices. A notation outlining the situation should be made in the relevant area of the report and the CRM.
- Identify cross-selling opportunities where possible and collect leads for the National Sales Team and Capital logistics
1.5 WEEKLY TASK LIST
- Dedicate at least one full day in the office to complete paperwork. This day is usually a Friday or Monday as directed by your Manager.
- Ensure weekly sales and account management meetings are attended to every Monday and Friday. From time to time Account Managers will be asked to attend sales and training meetings as directed by your Manager.
- Review and resolve any outstanding queries on the query register, ensuring they are closed off each week
- Review the Bedrock to identify lost or down-trading clients.
- Perform any other end of period tasks as instructed by your Manager.
1.6 PER PERIOD TASK LIST
- Review end of period reports, benchmark reports, client analysis reports and reactive portfolios. These tools will assist with the monitoring of smaller accounts in reactive portfolios.
2. Work Health and Safety (WH&S) Responsibilities
All staff are responsible for the following safe work procedures and instructions:
2.1 EMPLOYEES MUST
- Cooperate with the Capital Group in relation to activities undertaken to comply with WH&S and National Heavy Vehicle legislation;
- Undertake all relevant training to carry out your responsibilities in line with CG’s policies and procedures and legislative requirements;
- Perform their roles effectively to manage Chain of Responsibility (COR) risks, and ensure their actions or inactions do not cause or contribute to road safety breaches, specifically with regards to:
- Load Restraint;
- Mass and Dimension;
- Fatigue;
- Speed; and
- Vehicle Standards.
- Ensure that any potential or actual breaches of CG policies and procedures are reported immediately to their Manager;
- Take reasonable care for their own health and safety and the health and safety of other people who may be affected by their conduct in the workplace; and
- Not wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare.
2.2 SUPERVISORS ARE RESPONSIBLE FOR
- Providing adequate supervision through technical guidance, training and support to ensure employees carry out their responsibilities in line with CG’s policies and procedures and legislative requirements;
- Maintaining regular communication with employees to identify if there are any issues that could result in a breach to CG policies and procedures and escalating to the Manager and relevant key stakeholders;
- Assisting with any efforts undertaken by the Capital Group to implement initiatives and corrective actions to comply with WH&S and National Heavy Vehicle legislation;
2.3 MANAGERS AND SECTION HEADS ARE RESPONSIBLE FOR
- Ensuring information, training, instruction and supervision is provided to all employees at the point of induction, and cyclically thereafter, so that they can effectively perform their roles and responsibilities in accordance with CG policies and procedures, and legislative requirements;
- Maintaining regular communication with employees to identify if there are any issues that could result in a breach to CG policies and procedures;
- Monitoring internal and external processes to identify risks to the business and developing suitable control measures;
- Identifying and investigating any potential or actual breaches, notifying and consulting with the relevant key stakeholders, implementing corrective actions required for compliance without delay, and ensuring appropriate records are maintained.
