Customer Relationship Manager

at  Percy John Flooring

Job Title: Customer Relationship Manager
Introduction to Our Company:
At Percy John Flooring Groups, we pride ourselves on delivering high-quality flooring products and exceptional installation services through dedicated contractors. With a strong foundation built over the last decade, we have become a trusted name in the industry. Our commitment to exceptional service and premium products, coupled with people-centric values, forms the core of our business.
Position Overview:
We are currently seeking a dynamic and experienced Customer Relationship Manager to join our team. As a Relationship Manager, you will play a crucial role in building and maintaining strong connections with our customers, ensuring their satisfaction and fostering long-term partnerships. You will collaborate with various teams within Percy John Flooring Groups to deliver personalized solutions and contribute to the growth of the organization.

Key Responsibilities:

• Develop and nurture relationships based on trust with designers and builders, understanding their needs and ensuring exceptional customer satisfaction.
• Collaborate with the project managers and administration teams to address customer inquiries, resolve issues, and provide timely solutions.
• Have a deep understanding of our products to identify opportunities for upselling and cross-selling products or services to key customers.
• Conduct regular account reviews to assess if they need sample updates, presentations, or a follow up
• Stay updated on industry trends and competitors to provide clients with valuable insights and recommendations.
• Work closely with the sales and marketing teams to contribute to the business development initiatives.
• Set up and conduct virtual or in-person presentations, lunch and learns, and deliver samples to new and existing customers. This includes conducting cold-calls to potential customers
• Manage and maintain customer accounts using Keap CRM and the PJF application
• Develop and update the department standard operating procedures, ensuring a smooth workflow
• Provide customer service training when required

Qualifications:

• Proven experience in customer service and building relationships.
• Strong negotiation skills is a plus
• Strong interpersonal and communication skills.
• Ability to understand client needs and build lasting relationships.
• Excellent organizational and problem-solving abilities.
• Knowledge of the flooring products and industry is a must. (Willing to train the right candidate)
• Must have a car and a valid drivers license

• Develop and nurture relationships based on trust with designers and builders, understanding their needs and ensuring exceptional customer satisfaction.
• Collaborate with the project managers and administration teams to address customer inquiries, resolve issues, and provide timely solutions.
• Have a deep understanding of our products to identify opportunities for upselling and cross-selling products or services to key customers.
• Conduct regular account reviews to assess if they need sample updates, presentations, or a follow up
• Stay updated on industry trends and competitors to provide clients with valuable insights and recommendations.
• Work closely with the sales and marketing teams to contribute to the business development initiatives.
• Set up and conduct virtual or in-person presentations, lunch and learns, and deliver samples to new and existing customers. This includes conducting cold-calls to potential customers
• Manage and maintain customer accounts using Keap CRM and the PJF application
• Develop and update the department standard operating procedures, ensuring a smooth workflow
• Provide customer service training when require