Account Operations Specialist II

BP Supply•Andrews, TX

7d•Hybrid

About The Position

An account operations specialist is responsible for overseeing the day-to-day operations of a specific customer accounts, ensuring smooth functioning by managing tasks like order entry, reporting, customer communication, process improvement, and monitoring key performance indicators (KPIs) to maintain high customer service standards and satisfaction. They act as the primary point of contact for customer needs, coordinating with internal teams to resolve issues and deliver timely results. AOS Level 2: Receive calls directly from the customer and input the order into P21. Be the point of contact for assigned accounts. Includes phone calls/texts, direct face-to-face contact, lunches, and invoice signing. Frequency of contact and type of contact with accounts will be determined by CRM. Required to be at the office 8am-5pm unless out making face-to-face contact with the customer. The estimate is 80% in the office and 20% out of the office; scheduling can be changed by the store manager. If an order is received while out of office, the order will be transferred to an AOS peer. Face-to-face/out-of-office time is coordinated with the store manager and peer in the AOS role. Once orders are entered into the system, they are passed to the AOS level 1/delivery team. Orders are monitored via system status changes and truck GPS data to ensure timely deliveries. Report to store manager. Attend OPS L-10. Time off requests, concur, etc. sent to store manager. Proactively call customer accounts on rig move days to promote timely order communication. Currently assigned trucks will stay as is but be made available to other members of the AOS team.

Requirements

Customer Account Management
Performance Monitoring
Reporting and Analysis
Process Improvement
Communication and Collaboration
Data Management
Strong analytical skills and ability to interpret data
Excellent communication and interpersonal skills to interact with customers and internal teams
Detail-oriented with a focus on accuracy and quality
Proficiency in Profit 21 and CRM system
Problem-solving and decision-making abilities to address customer concerns effectively.
Required to be at the office 8am-5pm unless out making face-to-face contact with the customer.
The estimate is 80% in the office and 20% out of the office; scheduling can be changed by the store manager.
If an order is received while out of office, the order will be transferred to an AOS peer.
Face-to-face/out-of-office time is coordinated with the store manager and peer in the AOS role.
Once orders are entered into the system, they are passed to the AOS level 1/delivery team.
Report to store manager.

Nice To Haves

Currently assigned trucks will stay as is but be made available to other members of the AOS team.

Responsibilities

Managing all operational aspects of assigned customer accounts, including order entry
Be the point of contact for assigned accounts. Includes phone calls/texts, direct face to face contact, lunches, invoice signing.
Tracking key performance metrics (KPIs) like response times, accuracy rates, and customer satisfaction levels to identify areas for improvement.
Track customer interactions via CRM, update order information, and report data to store manager.
Identifying opportunities to streamline workflows, automate tasks, and enhance operational efficiency within customer accounts and report to store manager
Acting as the primary point of contact for customers, addressing inquiries, resolving issues, and coordinating with internal teams to meet customer needs.
Communicate additional revenue opportunities to store manager and business development team.
Maintaining accurate customer information within internal databases and CRM systems.
Receive calls directly from the customer and input the order into P21.
Orders are monitored via system status changes and truck GPS data to ensure timely deliveries.
Attend OPS L-10.
Time off requests, concur, etc. sent to store manager.
Proactively call customer accounts on rig move days to promote timely order communication.