Position Summary:
This position is responsible for providing customer support to current key accounts/contract business and retaining and developing sold business. This position encourages up selling and cross selling of products; however, spends less than 35% of the time directly selling.

Primary Responsibilities:

• Responsible for managing and retaining sold business for critical key accounts.
• Forwards new sales leads to Account Executives or New Business Development Managers.
• Works with sales personnel and production teams to provide excellent customer support and product delivery.
• Strives to retain and increase revenue to achieve revenue goals while supporting strategic sales objectives.
• Answers customer questions and inquiries.
• Handles more complex customers and can resolve most issues that would normally be escalated to the manager or sales personnel.
• Handles billing.
• Investigates quality or services issues.
• Mentors and coaches Customer Development Executives.
• Attends sales meetings with Account Executive and/or Business Development Manager to learn sales techniques and meet current clients.
• Informs customers of supply, price, and new product and/or service lines.
• May demonstrate product knowledge and capabilities to customers through presentations and/or demonstrations.
• Records all information needed for set-up of an account into Salesforce.com and maintains history of transactions and notes for complete customer profile.
• Ensures customer satisfaction through processing orders, preparing general correspondence, and coordinating customer requests with other departments.
• Ensures product delivery and that customer specifications meet the work order requirements.
• Builds and maintains customer relationships.
• Listens to the voice of the customer and provides input to Product Managers regarding new product ideas for enhancements.
• Investigates discrepancies in data on reports that customers have received.
• Keeps current with product and industry knowledge.
• Consistently works at learning the company's products/services.
• May assist in developing new prospects.
• Assists with fulfillment of customer orders as needed.
• Infrequent travel required to customers, trade shows and other Polk locations as needed.

Minimum Experience:

• Bachelor's degree in sales, marketing, or business with five years' progressive customer development and retention experience or equivalent combination of education and preferred sales experience.
• Two to three years' automotive industry experience.
• Excellent telephone, customer service, and presentation skills.
• Experience with program management.
• Ability to anticipate and handle difficult customer situations.
• Experience using a database or software application.
• Ability to understand and explain analytical reports.
• Experience using the Internet.
• Ability to learn and understand Polk data and its uses for assigned product line of responsibility.
• Intermediate knowledge of Microsoft Office, including Word, Excel and PowerPoint.