Key Account Service Team Manager

Sunbelt Rentals, Inc.•Sugar Grove, IL

5d•$81,951 - $112,683

About The Position

Sunbelt Rentals is seeking a Key Account Service Team Manager to oversee daily operations and a team supporting Strategic, National, and Key Account customers. The role provides customer service in accordance with company policy and Partnership Agreements, with the goal of exceeding customer expectations and promoting Sunbelt’s reputation. Team leadership includes hiring, motivating, recognizing and rewarding employees, as well as coaching, counseling, training, and problem solving. The manager oversees customer orders, queries, and issues; supports employee performance and development; and works with the Senior Manager on staffing, training, and operational needs. The position also contributes to projects that improve processes and service. The physical demands include bending, squatting, crouching, reaching, lifting 50 pounds or more, and working indoors or outdoors when required by the job.

Requirements

Good working knowledge of the construction and rental industry.
Previous experience in customer service and management.
Communicates clearly and concisely.
Demonstrates effective listening skills.
Embraces change and acts on suggestions to improve processes and service levels.
Ability to effectively use Sunbelt’s Wynne point-of-sale system.
Strong customer service ethic and a positive approach to customer needs.
Strong team player who enjoys supporting others to get things done.
Strong organizational skills and attention to detail to minimize mistakes.

Responsibilities

Manage daily operations by directing hourly staff to meet internal and external customer requirements.
Evaluate processes and procedures and suggest improvements to operations, efficiency, and service.
Provide regular performance feedback and coaching to team members.
Be available to employees for coaching, counseling, direction, and issue resolution.
Ensure employees have appropriate training and resources to perform their jobs.
Work with Human Resources to help resolve employee relations issues.
Create and maintain a high-quality work environment that motivates team members.
Deliver disciplinary and performance corrective action in accordance with company policy.
Assist the Senior Manager with daily Key Account Team operations, including developing, analyzing, and implementing staffing and training needs.
Participate in or lead special and ongoing projects related to area or process improvement.
Manage and approve hourly staff payroll time cards.
Manage Strategic, National, and Key Account customer orders and queries in accordance with company policy and Partnership Agreements.
Manage customer issues in accordance with company policy and Partnership Agreements.
Manage customer complaints and promptly route difficult-to-resolve complaints to the Senior Manager.
Communicate with Strategic, National, and Key Account Managers about customer activity and ensure customer requirements are met according to Partnership Agreements.
Perform other duties assigned by the manager.