- Proactive Account Touchpoints & Relationship Management
- Maintain regular contact with existing customers to reinforce relationships, address service concerns early, and build trust.
- Serve as the primary point of contact to strengthen loyalty and ensure customers feel valued.
- Drive Box 2 Growth via Cross-Sell/Up-Sell Strategies
- Analyze purchase history and ask discovery-based questions to uncover gaps in current buying patterns.
- Actively promote complementary products (e.g., safety supplies, welding accessories, tools) to increase share-of-wallet within existing accounts.
- Secure Long-Term Commitments through PSAs (Product Sales Agreements)
- Introduce and negotiate PSAs with customers as a tool to lock in pricing, improve forecasting, and solidify long-term relationships.
- Use PSAs to reduce churn risk by making competitors’ entry more difficult and reinforcing service consistency.
- Monitor Usage Trends & Contract Compliance
- Review order frequency, spend patterns, and delivery consistency to identify potential churn risks.
- Escalate signs of declining volume, competitor encroachment, or pricing concerns to leadership or field teams for intervention.
- Efficient Quoting, Order Support, and CRM Documentation
- Provide timely quotes, process reorders, and ensure seamless customer service across transactions.
- Maintain detailed records of interactions, opportunities, and objections in the CRM to support team visibility and pipeline tracking.
- Coordinates customer training.
· Enters new customer data and other sales data for current customers into computer database. · Develops and maintains relationships with purchasing contacts. · Investigates and resolves customer problems with welding processes, equipment and deliveries.
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