Account Manager - Strategic Accounts

TITLE

Account Manager – Strategic Accounts, Americas

REPORTING TO

National Sales & Business Development Manager – Strategic Accounts

SUPERVISORY RESPONSBILITIES

N/A

LOCATION

Charlotte, NC  (Hybrid schedule with T-Th in office and M & F remote)

THE COMPANY

From humble beginnings, GALE Pacific has grown to become a global leader in technical fabrics and consumer products that protect our customers day after day, year after year. With over 600 team members across locations in Australia, New Zealand, USA, China and the UAE, our global presence allows us to continually innovate and build on a rich history dating back to 1951. Our Coolaroo® consumer products sold through major retailers globally include Shade Sails, Shade & Garden Fabrics, Outdoor Blinds and Shade Structures. GALE Pacific Commercial Fabrics include knitted, coated and advanced polymer fabrics used for agriculture, construction, mining and packaging.

OUR VALUES

• Integrity

We do what is right. We are honest and ethical, worthy of the trust of others. It is the price of entry to our team.

• Respect 

Respect guides the way we operate at all levels – with consumers, customers, suppliers, investors, the community, and our own team. ​

• Collaboration

We believe in the power of working together in a collaborative way. Every function and every role is as important as each other.

• ​People

People are the heart and soul of our business. We continually strive to provide a safe, supportive, and engaging environment for our team to achieve their full potential. ​

• Community

We are proud to be part of the communities we operate in globally. We are committed to supporting local causes and always operating in an environmentally responsible manner at all times.​

• Innovation

Creative thinking inspires innovation in everything we do. We seek and value ideas from our team that improve our products and provide meaningful benefits to our consumers and customers.

LEADERSHIP BEHAVIOURS

OVERVIEW OF ROLE OR HOW THE ROLE MAKES AN IMPACT

The Account Manager – Strategic Accounts is responsible for driving revenue growth, managing key accounts, and developing new business opportunities. This role serves as the primary customer contact and delivers value through strategic account management and consultative selling.

JOB RESPONSIBILITIES

General:

• Must develop a complete and thorough understanding of the Gale Pacific Product Line.
• Possess the ability to work across all levels of the Gale organization to support customers and grow the business.
• Foster and develop strong teamwork through good working relationships across all levels and functions within the Gale Pacific organization.
• Add value to customers through the provision of insights and new ideas. 
• Actively promote and position Gale Pacific as the category leader for our product lines

 Account Management

• Develop and maintain high quality relationships through direct communication with customers.
• Respond promptly to customer inquiries via email or phone and document through CRM.
• Enter and maintain all account data as needed to include pricing by product and customer contact info.
• Handle and resolve customer complaints.
• Process orders and return authorizations.
• Process warranty claims.
• Gather information for quality control reporting.
• Check customer portals as needed to update order status, inventory levels, and process return authorizations.

 Lead Generation and follow up.

• Research leads and work cross functionally within Gale to follow up and drive new sales opportunities. 
• Identify new business opportunities and work collaboratively to capture these opportunities.  
• Alert management to competitive and market intelligence that could assist in the development of winning business strategies.
• Ensure that the brand is used according to the approved brand style guide.
• Actively promote Gale Pacific brands at every opportunity

 Sales Forecasting/Inventory Fulfilment

• Support annual strategic accounts sales budgets process
• Work collaboratively with the accounts to develop monthly sales forecasts for review with management to include purchase trends, on hand inventory, growth trends, seasonality trends and promotional activity.
• Periodic review of forward stock cover and work cross functionally to ensure that IFOT targets are achieved and any out of stocks are effectively managed (and minimised)

SKILLS & EXPERIENCE

EDUCATION & QUALIFICATIONS: 

• High school diploma or equivalent.  Associate or bachelor's degree is a plus.
•  3+ years prior experience in Customer Service, Inside Sales, or Account Management preferred. 

• Industrial Fabrics or other relevant Textile Industry experience preferred. 

SKILL &EXPERIENCE:

• 3+ years prior experience in Customer Service, Inside Sales, or Account Management
• Experience with retail customers such as Walmart, Do it Best, Ace Hardware or similar retailers a plus.
• Experience with technical and/or textile sales applications is preferred.
• Competent with computer software including Microsoft Office (Word, Excel, Outlook)
• Experience with Microsoft Dynamics a plus
• Experience with Salesforce Service Cloud or similar CRM is a plus.
• Strong communication and interpersonal skills  

• Display a high level of critical thinking and problem-solving skills along with the willingness and ability to challenge assumptions to drive change and improvement across the organization. 

PERSONAL ATTRIBUTES & COMPETENCIES:

• Ability to comfortably interact with and engage with diverse groups of people.
• Excellent attention to detail
• Superior planning and project management skills
• Able to work in a team environment but at the same time be a self-starter.

• Resilient and able to perform under pressure.