Manager, Strategic Customer Support Teams

Sunbelt Rentals, Inc.•Centennial, CO

15d

About The Position

Sunbelt Rentals--the fastest growing rental business in North America--is seeking a Key Accounts Service Team Mgr. As a Key Account Service Team Manager, you will provide optimum customer service in line with Company policy and Partnership Agreements in a way that builds and promotes Sunbelt’s reputation for exceeding the customer’s expectations through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.

Requirements

Good working knowledge of the construction and rental industry.
Previous experience in a customer service and manager role.
Communicates clearly and concisely.
Demonstrates effective listening skills.
Embraces change and acts on suggestions to improve processes and service levels.
Demonstrates the ability to effectively utilize Sunbelt’s point of sales system (Wynne).
Maintains a strong customer service ethic, by demonstrating a positive approach toward the customers’ needs.
Must be a strong team player and enjoy supporting others to “get things done”.
Demonstrate strong organizational skills paying close attention to details in order to minimize mistakes.

Responsibilities

Manage daily operations through direction to hourly staff to meet all internal and external customer requirements.
Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
Provide and administers performance feedback and coaching on a regular basis to each team member.
Ensure availability to employees for providing appropriate coaching, counseling, direction and resolution.
Ensure employees have appropriate training and other resources to perform their jobs.
In conjunction with the HR Department, assist on resolving employee relations issues expressed by team members.
Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
Address and deliver disciplinary and/or performance corrective action according to company policy.
Assist the Senior Manager with daily operation of the Key Account Team to include the development, analyses and implementation of staffing and training needs.
Work as a member/leader of special or ongoing projects that are important to area/process improvement.
Manage and approve payroll time cards for hourly staff.
Manage all Strategic, National and Key Account customer orders and queries in accordance with Company Policy and Partnership Agreements.
Manage all customer issues in accordance with Company Policy and the Partnership Agreements.
Manage all customer complaints and route complaints quickly to the Senior Manager when there is difficulty in resolving the issue(s) effectively and on a timely basis.
Communicate effectively with Strategic, National, and Key Account Managers on their customers’ activity, and ensure that the customers’ requirements are being delivered in accordance to their Partnership Agreement.
Perform other duties assigned as assigned by the manager.