Internal Account Manager Reports To - Managing Director
Purpose of Role
The Internal Account Manager is responsible for managing and developing existing customer relationships, ensuring excellent customer service, supporting sales growth, and maintaining regular contact with customers across all business divisions.
The role acts as the primary point of contact for customer account enquiries, service issues, sales opportunities, and account development activities. The objective is to maximise customer satisfaction, increase customer retention, identify sales opportunities, and ensure no customer or opportunity is overlooked.
The Internal Account Manager works closely with field sales representatives, customer service staff, depot teams, and management to support customer growth and long-term account development.
Key Responsibilities - Customer Account Management
- Act as a primary point of contact for customer account inquiries.
- Build and maintain strong relationships with customers.
- Maintain regular communication with key customer accounts.
- Ensure customer records are accurate and up to date.
- Monitor customer activity and purchasing trends.
- Follow up with potential leads
- Cross selling potential products to existing customers
Customer Service & Issue Resolution
- Manage customer enquiries and account-related issues.
- Coordinate resolution of customer complaints and service issues.
- Follow up outstanding customer concerns until fully resolved.
- Liaise with internal departments to ensure customer issues are addressed promptly.
- Ensure customers receive a high level of service and support.
Account Growth & Customer Retention
- Identify opportunities to increase sales within existing accounts.
- Introduce new products and services to customers.
- Monitor customer purchasing activity and identify declining accounts.
- Contact inactive customers and support reactivation efforts.
- Develop strategies to improve customer retention and account growth.
Telesales & Lead Follow-Up
- Respond to inbound sales enquiries.
- Follow up online leads and sales enquiries.
- Generate quotations and sales opportunities.
- Support field sales representatives by identifying opportunities within existing accounts.
- Maintain regular follow-up activity with prospective and existing customers.
Customer Activity Monitoring
- Review customer purchasing patterns.
- Identify customers whose purchasing activity has declined.
- Contact customers to understand changes in buying behaviour.
- Escalate opportunities and concerns to management where appropriate.
Account Administration
- Follow up outstanding quotations.
- Assist customers with invoice queries and account-related issues.
- Coordinate communication between customers and internal departments.
- Maintain CRM records and customer notes.
- Ensure customer interactions are recorded accurately.
Commercial Support
- Support marketing campaigns and product launches.
- Introduce new products and promotions to existing customers.
- Gather customer feedback and market intelligence.
- Identify opportunities for business improvement and customer growth.
Key Performance Indicators (KPIs)Customer Service
- Customer enquiries responded to within agreed service levels.
- Customer complaints resolved within agreed timescales.
- Customer satisfaction levels maintained or improved.
Customer Retention
- Customer retention rate.
- Number of inactive customers reactivated.
- Reduction in customer attrition.
Account Growth
- Growth in revenue from existing customer accounts.
- Number of cross-selling opportunities identified.
- Number of new products introduced to existing customers.
Sales Activity
- Number of outbound customer calls completed.
- Online and telesales enquiries followed up.
- Quotations issued and followed up.
- Opportunities generated for field sales representatives.
CRM & Account Management
- Customer records maintained accurately.
- Customer follow-up activities completed.
- CRM updates completed on time.
Experience & Attributes- Essential
- Strong customer service skills.
- Excellent communication and telephone manner.
- Ability to build long-term customer relationships.
- Organised and detail-oriented.
- Commercial awareness.
- Ability to manage multiple customer accounts simultaneously.
- Strong problem-solving skills.
Desirable
- Experience in sales support, account management, customer service, or internal sales.
- Experience using CRM systems.
- Experience working in retail, distribution, fuel, LPG, automotive, machinery, or related industries.
Success in This Role Looks Like
- Customers feel valued and well supported.
- Customer issues are resolved quickly and professionally.
- Existing customers buy more products and services from the business.
- Inactive customers are identified and re-engaged.
- No customer opportunities are lost through lack of follow-up.
- Online and telesales enquiries are handled promptly and effectively.
- Strong customer relationships are maintained across the business.
- Customer retention remains high while account revenues continue to grow.
- The business has clear visibility of customer activity, opportunities, and account performance.
Pay: From €31,000.00 per year
Work Location: In person
