Enterprise National Account Advocate

Lennox International•Ann Arbor, MI

2d•$57,600 - $75,600

About The Position

Under general supervision, the Enterprise National Account Advocate provides onsite and remote customer support for strategic National Account customers and ensures effective execution of National Account programs and initiatives. The role is a customer-facing partner responsible for onboarding, inventory management, order support, warranty and returns processing, dispute resolution, and coordination of operational and technical training. The role supports customers from onboarding through ongoing account activity, monitors implementation progress and execution quality, and works with internal teams to meet customer expectations, service commitments, and implementation milestones. It also supports process improvements and opportunities to improve customer experience and operational efficiency. Candidates must currently reside in the Detroit, Michigan area and be willing to travel up to 50%. A company vehicle and fuel card are provided for business travel. This is a salaried non-exempt role, with overtime pay for hours worked over 40 per week or as otherwise required by state law. The starting salary range is $57,600–$75,600 annually, and the role is eligible for a 10% bonus under the applicable company plan.

Requirements

Associate's degree required.
At least 2 years of experience in customer service, account management, branch operations, implementation, sales support, or a related area.
Exceptional customer service and relationship-management skills.
Strong organizational and project-coordination capabilities.
Ability to manage multiple priorities in a fast-paced environment.
Effective problem-solving and conflict-resolution skills.
Strong verbal and written communication skills.
Ability to collaborate cross-functionally and influence without direct authority.
Attention to detail and commitment to accuracy and execution excellence.
Proficiency with Microsoft Office applications and PC-based business systems.
Ability to learn and use order-entry, inventory-management, and customer-relationship-management systems.
Ability to read and interpret technical materials.
Must currently reside in the Detroit, Michigan area.
Must be willing to travel up to 50%.

Nice To Haves

Bachelor's degree preferred.
Experience supporting National Accounts, customer onboarding, implementation projects, or complex customer environments preferred.
Bilingual communication skills are a plus.

Responsibilities

Serve as a primary point of contact for assigned National Account customers through in-person interactions, phone, and email.
Coordinate customer onboarding to support successful implementation and adoption of National Account programs.
Manage customer orders, inventory inquiries, warranty claims, returns, and dispute-resolution requests.
Identify and resolve customer issues proactively, escalating concerns as appropriate.
Provide deployment and implementation support for new customer programs, products, and initiatives.
Coordinate and facilitate operational, sales, and technical training for customers and internal stakeholders.
Build and maintain relationships with customers, branch operations, sales teams, customer care, and supply chain partners.
Collaborate with internal teams to meet customer expectations, service-level commitments, and implementation milestones.
Monitor account activity and implementation progress to support execution quality and customer satisfaction.
Support process improvements and identify opportunities to enhance customer experience and operational efficiency.
Maintain accurate records and documentation related to customer interactions, account activity, and program implementation.

Benefits

Tuition reimbursement
Medical, dental, and vision insurance
Prescription drug coverage
401(k) retirement plan
Short-term disability insurance
8 weeks of paid birthing leave
2 weeks of paid bonding leave
Life and long-term disability insurance
Up to 12 days of paid time off per year, depending on hire date and eligibility
2 paid well-being days per year, depending on hire date and eligibility
1 paid volunteer day per year, depending on hire date and eligibility
12 paid holidays per year, depending on hire date and eligibility
3 floating holidays per year, depending on hire date and eligibility
10% bonus under the applicable company plan
Company vehicle and fuel card for business travel
Overtime pay when working more than 40 hours in a week, or as otherwise required by state law