Customer Relationship Manager- Dallas, TX in Dallas, TX at Reddy Ice

Date Posted: 9/10/2018

Job Snapshot

  • Employee Type:
  • Location:
    Dallas, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Worker Time Type

Full time

Worker Sub-Type


Job Description

Position Purpose

  • Support Sales Team in execution of Reddy Ice product and package strategies at the national or regional account level that deliver the Reddy Ice annual sales and profit plan.
  • Responsible for understanding the customer’s key objectives and strategies and helping create or support customer strategies, objectives and tactics that result in business plans that deliver long-term mutual growth.
  • Help manage the interface at the customer; ensure customer sales strategies align with Reddy Ice strategies to achieve revenue and growth objectives.
  • Responsible for implementing strategies and plans with the customer through to retail execution at the store level.
  • Assist in helping manage the interface with Reddy Ice Operations to ensure thorough communication and understanding of account issues and opportunities.  Follow up to ensure SLA’s are met.
  • Manage customer relationships to increase customer loyalty and interact with Key National Accounts in an efficient and professional manner
  • Direct sales responsibility with select National and Regional Accounts
  • Responsible for managing issues, inquiries and questions and troubleshooting problems and providing information that ultimately resolves the issue or request
  • Highest level of customer service in a friendly and helpful manner
  • Attention to detail and ability to adapt to changing workloads and requests
  • Manage sales reporting tools (volume, revenue, gain/loss, and same store sales) and operations tools (DNS, service, delivery frequency, and routing)
  • Develop, support, execute and track strategic pricing initiatives

 Duties and Responsibilities

  • Customer Support Function
    • Assist Sales Team in managing and maintaining customer relationships
    • Key customer interface with category manager or buyers within customers
    • Develop, support, build customer relationship at category, division/region, and store level
    • “Go-To” role in managing, following up and resolving service escalations – manage customer SLA’s
    • Key liaison between Reddy Ice Operations and customer
  • Sales Planning
    • Volume forecasts
    • Account profitability forecasts (proformas)
    • Price increase forecasts
  • Sales Analysis
    • Provide chain account scorecards recapping volume, revenue, and pricing
    • Review of sales proposals
    • Provide analysis on gain/loss, same store sales, product mix, and industry trends
    • Consumer and competitive analysis
  • Project management
    • Manage strategic key account initiatives
    • New store openings
    • Store Closures
    • Point of Sale & Marketing Materials
  • Sales Reporting
    • Customer Scorecards, Business Reviews, Gain/Loss & Same Store Sales reporting, and monthly Sales Team Summaries, and Ad hoc reporting
    • Design new reports as well as modify existing reports as needed
    • Manage sales and reporting tools (AX, EDW, Sugar, Driver Dashboard, Orchestro and Customer Portals)
    • Act as administrator to provide training on developing report dashboards for use with coverage plans, customer business reviews, proformas, and planning
    • Work closely with the sales team  to provide training, on the “CRM” (Customer Relationship Management) and “Delivery Management” (DNS, Routing, Delivery) databases 
  • Capture best practices and recommend improvement in data, systems, processes, analysis, and results


  • Internal interaction with all levels of company management
    • Sales
    • Operations
    • Finance
    • Other
  • External interaction and follow up with local and regional contacts within the base of Reddy Ice National Accounts:
    • National Account Presentations
    • National Account Scorecards
    • Routing & Delivery Schedules
    • Service Issues
    • Asset Management

Supervisory Responsibility:

  • No direct reports

Education and Experience:

  • Bachelor’s degree in Finance, Accounting, or Business Administration preferred
  • Sales and account management experience preferred
  • Proficient in Word, Excel, PowerPoint and CRM preferred but not required
  • Proficient with Data Cube navigation and analysis

Working Conditions / Physical Requirements:  

  • Primarily office work environment
  • No physical work required
  • Occasional evening and weekend hours
  • Some out of office work and travel required for customer meetings



OCS Commercial Strategy




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