Area Customer Service Manager- Langhorne, PA

Summary of Job:

 

Manages and builds client relationships with small to medium customers  to encourage new and repeat business opportunities.  Develops and facilitates the proposal process for assigned clients including budget and pricing development, proposal writing, contract negotiations and client presentations.

Essential Duties and Responsibilities:

· Manages PSI's relationship with assigned client's by actively preventing issues.

· Notifies client's senior management and/or PSI management of issues or changes required to enhance and maintain client retention.

· Provides in-depth analysis and presentations to senior level management.  Actively engages representatives of named accounts frequently in person and independently develops customer relationships to ensure and maintain customer retention. 

· Analyzes and evaluates required reporting to assure volumes, pricing and quality are approprate and service level requirements are met.  Works with USPS and functional department management and advises and provides recommendations to clients  to improve mail quality (i.e. Critical Entry Time, readability, mailpiece design, etc.). 

· Develops a deep understanding of assigned clients' products and long-term business strategies and identifies additional revenue and business opportunities.  Makes recommendations and presents proposals to decision makers to increase revenue and profitability. 

· Negotiates contract renewals per PB/PSI established rate card guidelines and obtains signed contracts for existing contracts up for renewal.  Negotiates contract agreements with existing clients that do not have a signed agreement with PSI  to obtain formal agreements.

· Prioritizes, plans and communicates regulatory changes for assigned clients and works with them to execute. 

· Develops an effective contract strategy that is measured by the preservation and protection of assigned clients.  Determines required contract chnages as a result of regulatory changes and negotiates updated contract terms with assigned clients. 

· Represents PSI at industry events and tradeshows. Obtains and maintains MQC (Mailpiece Quality Control) Certification.

· Other duties as assigned.

Knowledge, Skills & Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills and abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:Ability to be available 24/7 to address customer issues as needed.Presentation and negotiation skills including the ability to adapt style as needed.Computer skills using Microsoft OfficeAbility to make sound decisions with the information at hand.Ability to organize, prioritize and handle multiple work assignments with frequent interruptions.Ability to attend to detail.Excellent verbal, written and interpersonal communication skills.Ability to develop and grow long-term client relationships.

 

Experience/Education/Training Requirements:Associate's Degree in Business or related field or equivalent combination of experience and education.Previous successful sales and/or account management/development experience.

 

 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 

 

Work Environment: Office

 

 

PSI GROUP, INC. IS AN EQUAL OPPORTUNITY EMPLOYER