International Account Manager

Department: Sales

Reports to: Sales Manager

Supervises: NA

Position Summary: The International Sales Representative oversees projects and business relationships with assigned accounts, exceeding customer’s expectations.

Qualifications required:

  • High School Diploma or its equivalent
  • 2-3 years call center/customer service, sales or related area experience
  • Experience with open ERP and/or CRM systems
  • Strong computer literacy, specifically with Microsoft products, including Microsoft Office
  • Well-developed interpersonal and communication skills
  • Passion for the customer service/sales industry
  • Basic automotive knowledge

Qualifications desired:

  • Volkswagen Group of America enthusiast and experience
  • VCDS and/or APR Mobile logging and diagnostics experience
  • International Sales Experience

Essential functions and responsibilities:

  • Oversee projects associated with assigned accounts, including but not limited to new development, community management, internal and external communication, support and maintenance issues.
  • Evaluate assigned account’s business processes and provide recommendations for automation and enhancements that generate additional revenue.
  • Collaborate with business development
  • Collaborate with development, marketing, support, community management and QA to ensure the successful launch and acceptable performance of solutions
  • Identify revenue opportunities within assigned accounts and their community through communications, programs and other activities as needed, collaborating with marketing, community management, business development and support.
  • Act as liaison for internal and external communication with assigned accounts. Manage ongoing conference calls and ensure a positive relationship with assigned accounts. Provide regular status reports and manage task lists on assigned accounts progress for all project areas.
  • Manage projects using defined project management told and communication vehicles.
  • Facilitate enhancements to communications, tools, capabilities and project lines.
  • Participate in cross functional groups to establish marketing campaigns, product direction and productive solutions.
  • Ensure reporting and communication is frequent and bi-directional.
  • Order status updates to assigned accounts.
  • Manage communications and general info requests in a timely manner with accounts over the phone and by email correspondence
  • Attracts potential accounts by answering product and service questions; suggesting information about other products and services
  • Learn new products and educate accounts on new products
  • CRM data entry and customer profile updating
  • Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; researching potential solutions; expediting correction or adjustment; following up to ensure resolution is complete, documenting the complaint, cause, and correction within CRM
  • APR Mobile product support to assigned accounts
  • Participate in required company events and shows
  • Forecast Sales Quantities
  • Compiling sales team data and presenting to other department managers and Senior Management
  • Creating Emails and dispatching to dealers with release information or any other pertinent information
  • Monitoring dealer accounts and accounts payable. Act as collector as needed.
  • Analyzing and interpreting sales data
  • Other special projects and duties as required

Nonessential functions:

  • Update training materials for new hires and provide feedback on your training
  • Effectively learn and retain key work procedures and document them for future use
  • Assist with planning and development of company events and shows (packing, solicit ideas, word of mouth advertisement, etc.)
  • Assist with training new Customer Service & Support Representatives

Success factors/job competencies:

  • Planning- ability to think ahead
  • Great organization skills
  • Problem analysis and problem resolution at both strategic and functional levels
  • Customer satisfaction orientation
  • Strong team player
  • Management- ability to organize and manage multiple priorities
  • Professional appearance and manner
  • Ability to understand and work with all customer personalities with finesse
  • Takes on a mentoring/leadership role within department
  • Attend work on a regular and predictable basis
  • Complete assigned task in a safe manner and in a constant state of alertness
  • Uphold company policies, including the anti-harassment program
  • Work in a cooperative manner with managers, supervisors, coworkers, customers and the public
  • Uphold the highest standard of integrity, honesty and ethical behavior
  • Work effectively and efficiently under product deadlines
  • Maintain and uphold APR’s Core Values
  • Uphold APR’s code of conduct
  • Possess a valid and unexpired driver’s license
  • Eligibility to be an insured driver

Physical demands and work environment:

  • Physical demands: Ability to lift and move at least 25 lbs., sit for long periods working on a computer, climb stairs, stand for long periods, and walk short distances.
  • Work Environment: Includes both an indoor office environment and a warehouse environment which may be significantly colder or warmer than a normal indoor office setting.  There may be brief period of loud noise from machinery. Exposure to extreme outdoor elements and sounds for company events and shows.

Performance Standards:

  • Required to work a 40-hour work week and over-time as needed including occasional weekends for company events and shows. 10% travel.
  • Annual performance appraisal for administrative level