Enterprise National Account Advocate

Lennox International•Philadelphia, PA

3d•$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 while ensuring 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 position supports customers through in-person interactions, phone, and email; coordinates program deployment and implementation; and works with branch operations, sales, customer care, and supply chain partners to meet customer expectations and service commitments. The Advocate monitors account activity and implementation progress, resolves or escalates issues, maintains accurate records, and identifies opportunities to improve customer experience and operational efficiency. Candidates must reside in the Philadelphia, Pennsylvania 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. The starting salary range is $57,600–$75,600 annually, with eligibility for a 10% bonus under the applicable company plan. Benefits, subject to eligibility, include tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; a 401(k) retirement plan; short-term disability insurance; paid birthing and bonding leave; life and long-term disability insurance; paid time off; well-being days; paid volunteer time; paid holidays; and floating holidays.

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 Philadelphia, Pennsylvania area.
Willingness 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, escalating concerns as appropriate for timely resolution.
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 improve customer experience and operational efficiency.
Maintain accurate documentation of customer interactions, account activity, and program implementation.