Customer Engagement Manager

“Unitec offers a rewardable and fun opportunity to work independently and as part of a team toward a common goal of thrilled clients and staff.”

Unitec Distribution Systems is seeking a highly motivated and detail-oriented Customer Engagement Manager to join our team!

• We are a growing uniform supplier in Westminster, Maryland
• As the department is the main point of contact for our clients, you supervise and oversee the Account Management/Client Support Team                        
• As the liaison between clients and internal staff, you are responsible to ensure timely and successful delivery of our solutions and offer exceptional service to help drive company revenue.

What we’re looking for:

• Minimum 5 years’ experience in managing Account Management/Client Support/Customer Service teams
• Technological capability to work with internal software system
• Proven ability to manage multiple projects at a time while paying strict attention to detail and on-time delivery
• Knowledge of CRM and project management systems
• Excellent verbal and written communication skills
• Ability to build rapport with clients
• Creative problem-solving skills
• Ability to prioritize among competing tasks
• Team-oriented
• Collaborative work style

What you’ll be doing:

Team Development and Management

• Manage and elevate Account Management/Client Support/Customer Service team
• Enhance department and organization’s reputation
• Onboard and train new hires in Account Management

Liaison

• Provide customer service and effective communication with both internal and external clients
• Work closely with the Director of Operations to accomplish company goals
• Oversee sourcing initiatives to include obtaining new product and offering solutions to discontinued and backordered items
• Maintain strong manufacturer relationships to include pricing changes/specials/reasoning
• Attend internal and client meetings virtually and in-person
• Marketing liaison/support
• Review marketing pieces
• Analyze marketing metrics
• Brainstorm content
• Business Development
• Oversee the transition for new accounts
• Identify, track, evaluate, and report on opportunities gathered through government and industry portals
• Maintain website registrations
• Participate in preparing for and attending business development meetings and conferences
• Pricing Assistance
• Customer Satisfaction
• Resolve customer inquiries and complaints
• Develop and maintain relationships at all levels of the client’s organization
• Help clients through email, phone, online presentations, and online meetings

Tools

• CRM management/utilization
• Develop, manage, and administer project management software pipelines
• Initiate and manage proposal schedules to ensure intermediate and final submission deadlines are met
• Create, write, and prepare proposals in support of the response to requests

Why work for us:

• Competitive salary
• Exceptional benefits package
• Paid time off
• Health and dental plan
• Employer matched 401(K) / Simple plan
• Working in a team environment
• A fun culture where work-life balance is valued

Unitec Distribution Systems, Inc.