NAC Account Service Specialist

Interstate Batteries•Urbandale, IA

7d•Onsite

About The Position

The National Account Service Specialist plays a crucial role in nurturing relationships with key stakeholders, including Distributor Partners, commercial customers, franchisees, and key customers on a national level. The Specialist exemplifies a commitment to Excellence in customer experience and Integrity in execution, to ensure all transactions and service needs are met with high standards.

Requirements

College degree or equivalent work experience
Minimum three (3) years related experience
Proficient in MS Office Applications
Strong analytical skills to execute root cause analysis
Creative problem-solving skills to drive continuous improvement
Excellent verbal and written communication skills
Detail oriented
Team Player
Strong ability to prioritize competing priorities under minimal supervision.
Self-starter and self-disciplined

Responsibilities

Develop a deep understanding of each assigned national account's program.
Foster a dynamic partnership with each Account Manager to effectively support the customers’ program and service delivery expectations.
Cultivate and maintain strong relationships with key stakeholders (i.e., Distributors, commercial customers, franchisees, national accounts).
Serve as the primary point of contact for account related inquiries, concerns, and escalations.
Discern customer needs and objectives to provide efficient solutions and exceed expectations.
Maintain account-specific notes to document customer programs, deliverables, expectations, and requirements.
Utilize CSM tool to document all customer interactions.
Exemplify a World Class brand, a model of Service Excellence and Integrity, all through a Servant’s Heart.
Ensure timely response and efficient resolution of all inbound inquiries with adherence to current Service Level Agreements (SLAs).
Monitor open order aging to support customer expectations and engage with Distributors, when required.
Proactively monitor and assess day-to-day operations to identify areas of improvement.
Leverage cross-functional partners and leaders to support critical needs and opportunities.
Serve as the Subject Matter Expert (SME) on Account Support processes while working cross-functionally with the Distributor Group, Supply Chain, Finance, and other teams to resolve customer issues.
Understand, monitor, and protect account program settings and their outcomes.
Maintain accurate master data regarding new Dealer adds, updates, and terminations, and coordinate with Distributors to promote positive customer experiences.
Monitor and resolve order related issues and errors.