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About the Role

The Account Manager serves as the primary business contact for clients within their portfolios, responsible for maintaining revenue and identifying growth opportunities. This role requires consistently providing excellent customer service and building client relationships to encourage new and repeat business.

Responsibilities

• Meet results and activity targets.
• Retain and develop existing clients through proactive communication via phone, email, and face-to-face meetings.
• Attend the minimum number of appointments as outlined in Appendix A.
• Make the minimum number of calls daily, with 60% for account management and 40% for new business.
• Follow the Capital Group’s Sales Process, including Warm up, Recap, Presentation, and Close methods.
• Identify opportunities within the portfolio, regain lost business, and develop existing business.
• Source new business opportunities outside of the assigned portfolio.
• Maintain a pipeline of new business, regains, and development opportunities in the CRM.
• Ensure 60% of the portfolio books via the internet and convert clients from the call center to the internet booking webpage.
• Inform yourself of goods and tasks involved in transport services, identifying and controlling risks such as hazardous manual handling and dangerous goods.
• Liaise with the National HSEQ Manager to ensure safe work practices.
• Conduct client site inspections to ensure service standards and safety for sub-contractors.
• Follow up on client feedback within 24 hours and report escalations to the Supervisor or Manager.
• Upsell the national presence in all client communications.
• Review client rates ongoingly and uprate where possible, ensuring the portfolio achieves the minimum budgeted margin.
• Start and finish in the office daily, adhering to the 'Daily Sales Structure'.
• Ensure proper use of the CRM system by documenting and saving all communication and administrative work.
• Track all appointments, follow-up calls, emails, and tasks in CRM.
• Ensure all information in CRM and TMS is current and up-to-date.
• Record all relevant information in CRM, detailing a history of communication and activity for all clients.
• Ensure clients have a 'Brick wall Criteria'.
• Submit original credit applications on the day a new client trades.
• Escalate client proposed modifications to credit application terms and conditions to the Risk and Human Resources Department.
• Meet with Manager as requested to provide a de-brief of on-road activities.
• Assist the Sales Administrator and/or Finance Department with client queries.
• Be logged into the phone system and available to accept overflow calls from Customer Service.
• Perform courier deliveries and assist the customer service department during peak business periods (November-January).
• Ensure all clients’ expectations are met in terms of time and quality.
• Effectively communicate with colleagues and clients.
• Advocate co-operation with both intra and inter Departments.
• Ensure written and verbal communication is professional and courteous.
• Attend one-on-one meetings with manager as required.
• Perform any reasonable tasks requested by the manager.
• Notify manager if additional training is required.
• Use work time and resources for work activities.
• Ensure compliance with Capital Group’s Company Policies.
• Ensure compliance with Work and Safety (WH&S) responsibilities.
• Analyze Threshold Reports daily to monitor accounts.
• Review customer trading patterns to identify concerning accounts and contact clients.
• Review up trading accounts and Top 5 clients and contact or appoint to discuss trends.
• Review and action all tasks set in the CRM.
• Contact all opportunities in CRM on the expected call back date.
• Contact all customers in the due and overdue calls list daily.
• Deal with client issues on a daily basis, including invoice queries, damage claims, quotes, and sub-contractor issues.
• Contact clients below their benchmarked revenue job numbers and action accordingly.
• Review the Feedback report daily and contact clients with issues.
• Identify cross-selling opportunities and collect leads for the National Sales Team and Capital logistics.
• Dedicate at least one full day in the office to complete paperwork.
• Attend weekly sales and account management meetings.
• Review and resolve any outstanding queries on the query register.
• Review the Bedrock to identify lost or down-trading clients.
• Perform any other end-of-period tasks as instructed by the manager.
• Review end-of-period reports, benchmark reports, client analysis reports, and reactive portfolios.
• Cooperate with Capital Group regarding WH&S and National Heavy Vehicle legislation.
• Undertake all relevant training for responsibilities.
• Perform roles effectively to manage Chain of Responsibility (COR) risks.
• Ensure actions or inactions do not cause road safety breaches.
• Report any potential or actual breaches of CG policies and procedures immediately to their Manager.
• Take reasonable care for own health and safety and that of others.
• Not interfere with or misuse anything provided in the interest of environment health and safety or welfare.

Requirements

• Must act within written group policies, procedures, and operations manuals.
• Decisions outside of parameters must be approved by the direct manager.
• Employees must cooperate with Capital Group in relation to activities undertaken to comply with WH&S and National Heavy Vehicle legislation.
• Employees must undertake all relevant training to carry out responsibilities.
• Employees must perform their roles effectively to manage Chain of Responsibility (COR) risks.
• Employees must ensure their actions or inactions do not cause or contribute to road safety breaches.
• Employees must report any potential or actual breaches of CG policies and procedures immediately to their Manager.
• Employees must take reasonable care for their own health and safety and the health and safety of other people.
• Employees must not wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare.

Skills

• Customer service
• Sales
• Account management
• Relationship building
• Communication (verbal and written)
• CRM system usage
• Problem-solving
• Risk management
• Time management
• Organizational skills
• Negotiation
• Upselling
• Data analysis

Location

• Travel required within metropolitan areas on a regular basis

Work Type

• Full-time

Experience Level

• Not specified

Education Level

• Not specified

About the Company

• Capital Transport and Logistics Group Pty Ltd is the employing entity.