ACCOUNT SPECIALIST

Account Specialist

Job Classification: Non-Exempt

Reporting Relationship: Client Success Manager

WHO WE ARE

At Grandstand, we're driving success through great people and constant improvement. We partner with our customers to grow their brands by providing high quality products and custom solutions. When our customer's products are on our line, we put our reputation right beside it.

THE ROLE

As an Account Specialist for Grandstand, you will be responsible for driving strong revenue outcomes for assigned house accounts. You will ensure your customers achieve their desired outcomes, assist with managing customer onboarding, drive strong account communication, and identify upsell and growth opportunities. Key skills include strong sales acumen, proactive communication, problem-solving, and relationship management.

CORE RESPONSIBILITIES

• Revenue Growth: Ensure assigned house accounts are achieving all revenue growth targets.
• Client Retention/Churn Reduction: Ensure strong retention among assigned house accounts and achieve all churn reduction targets.
• Client Upselling/Cross-Selling: Meet and exceed all cross-selling and upselling targets for assigned house accounts.

Additional Duties:

• Responsible for managing and placing orders, tracking orders through to delivery of all products and services.
• Serves as the face of Grandstand to many clients.
• Engage and build relationships to add and retain customers.
• Manage and resolve customer issues in a timely manner; monitor and/or conduct the follow up to ensure outstanding customer service, including decisions on refunds.
• Verify and add leads to the database.
• Cross-sell and up-sell current customers by identifying products and programs which meet the customer's needs.
• Maintain a strong knowledge of products and services offered. Provide service and product information to the customer.
• Send updates and/or order confirmations to customers, including obtaining notification of changes, incorrect or missing information.
• Maintain accurate due date on orders through verification on inventory and production timelines.
• Maintain and update customer records through data entry in company CRM & ERP tools, including but not limited to billing and shipping information, contacts, customer correspondence logs, projects, orders, and notes.
• Provide input at weekly sales meetings regarding customer issues, inquiries, products, or requests received.
• Assist/cover the territory of other Account Specialists/Account Managers as needed.
• Assist/cover live chat as needed.
• Perform additional duties as assigned by Management.

THE ESSENTIALS

• High School Diploma or GED required. Bachelor's degree in business, sales, marketing, or relevant field preferred.
• Knowledge of CRM and/or ERP software a plus.
• One (1) year of sales experience preferable; will accept customer service experience.
• Knowledge of craft beverage industry a plus.
• Exhibit a positive and professional attitude to establish and maintain effective working relationships.
• Ability to effectively communicate, present information, and respond to questions, both verbal and written.
• Ability to organize, multi-task and work in a fast-paced environment with an emphasis on accuracy, attention to detail and timeliness.
• Ability to work independently and in team settings.
• Ability to exercise common sense and good judgment. Demonstrated self-starter and critical thinker.
• Ability to exhibit strong interpersonal communication skills and establish and maintain effective working relationships across all levels of Grandstand.
• Demonstrated poise, tact, and diplomacy with the ability to handle information and situations.
• Proficient with MS Office Applications, including Excel, Word, Outlook, and PowerPoint. Experience with Mac preferred.
• Regular and reliable attendance combined with being dependable and prompt.

PHYSICAL DEMANDS

• Regularly required to sit for extended periods of time.
• Regularly required to read computer screens and mail, talk, or hear on the phone, distinguish color, and read small type.
• Frequently required to stand, walk, climb stairs, kneel, or bend down, use hands to finger, handle or feel; and reach with hands and arms to open cabinet drawers to file or retrieve information.
• Frequently required to lift or move materials up to 10 pounds.

WORK ENVIRONMENT

• Moderate noise level.
• Professional and deadline-oriented environment in an office setting.
• Interaction with staff and customers.

Additional duties and responsibilities may be added to this job description at any time. The job description does not state or imply that these are the only activities to be performed by the employee holding this position. Employees are required to follow any other job-related instructions and to perform any other job-related responsibilities as requested by their supervisor.