National Accounts Service Specialist

Interstate Batteries•Dallas, TX

1d•Onsite

About The Position

Serving as the Customer Service pillar of our Enterprise system, the Account Specialist supports all of Interstate’s accounts, their local Dealers/Stores, our Account Executives/Managers, Distributor partners, and other cross-functional teams. The Specialist role serves as a critical element to keeping our accounts functioning efficiently and ensuring all transactions and service needs are met with high standards. Account Specialist Overview: Be the model and expert on providing world class service levels to all customers, both externally and internally. Primary support contact for IB’s Corporate and Regional customers and Distributor partners. Direct partnership with Sales and Account Executive/Management teams to effectively manage and support the customers program specifics and support expectations. Work with Account headquarters and servicing Distributors to ensure service levels are met and transactions are processed timely. Proactively monitor and assess day-to-day operations and account program specifics to identify areas of opportunity for improvements and work with the Account Executive/Managers and IT/Internal Support on implementation as needed. Maintain accurate Dealer records in all systems with regards to additions, updates, terminations, and mass reconciliations. Coordinate Dealer updates and servicing needs with Distributors. Transactional and tactical support regarding order errors and modifications, delivery ticket inquiries and resolutions, proof of deliveries, undelivered orders, etc. Monitor open orders and contact Distributors regarding incomplete deliveries, emphasizing on those with delivery status of 10-day-plus aging. Continuous coordination with cross-functional teams to ensure product is being delivered on-time (OTIF), issues are resolved, delivery discrepancies and delinquencies are addressed, etc. Facilitate communications to Business Consultant/Regional Managers for Distributor support as needed. Work with IT and/or Internal Support regarding program defects and system issues. Assist with new account launches as assigned/needed, including system testing prior to launch. Utilize CSM tool to track and measure all incoming and outgoing inquiries. Serve as the Subject Matter Expert (SME) on Account Support processes while working cross-functionally with the Distributor Group, SCM, Finance, and other teams to resolve issues. Initiate standards within your own processes, and as it relates to each account program or Distributor, for interdepartmental efficiencies. The ideal candidate will own and drive customer relations and satisfaction by delivering world class service with Excellence, while also taking the lead on communicating with Account Executive/Managers and the Distributor Group regarding our customer’s needs, issues, and service expectations.

Requirements

College degree or equivalent work experience
Minimum three (3) years related experience
Proficient in MS Office Applications
Discernment to recognize critical problems
Creative ability to identify strategic methods for improving systems and controls issues
Good analytical skills
Detail oriented
Team Player
Ability to multi-task and prioritize
Excellent verbal and written communication skills
Self-starter/self-disciplined

Nice To Haves

Familiarity with battery business and products
Familiarity with Interstate Distributor operations
Willingness to travel occasionally (e.g. semi-annual program reviews)

Responsibilities

Serve as the Customer Service pillar of the Enterprise system.
Support all Interstate’s accounts, their local Dealers/Stores, Account Executives/Managers, Distributor partners, and other cross-functional teams.
Act as the primary support contact for IB’s Corporate and Regional customers and Distributor partners.
Partner directly with Sales and Account Executive/Management teams to manage and support customer program specifics and support expectations.
Work with Account headquarters and servicing Distributors to ensure service levels are met and transactions are processed timely.
Proactively monitor and assess day-to-day operations and account program specifics to identify areas for improvement and collaborate on implementation.
Maintain accurate Dealer records in all systems (additions, updates, terminations, mass reconciliations).
Coordinate Dealer updates and servicing needs with Distributors.
Provide transactional and tactical support for order errors, modifications, delivery ticket inquiries, proof of deliveries, and undelivered orders.
Monitor open orders and contact Distributors regarding incomplete deliveries (especially those with 10-day-plus aging).
Coordinate with cross-functional teams to ensure on-time delivery (OTIF), resolve issues, and address delivery discrepancies and delinquencies.
Facilitate communications to Business Consultant/Regional Managers for Distributor support.
Work with IT and/or Internal Support regarding program defects and system issues.
Assist with new account launches, including system testing.
Utilize CSM tool to track and measure all incoming and outgoing inquiries.
Serve as the Subject Matter Expert (SME) on Account Support processes.
Work cross-functionally with the Distributor Group, SCM, Finance, and other teams to resolve issues.
Initiate standards within own processes and for account programs/Distributors for interdepartmental efficiencies.
Drive customer relations and satisfaction by delivering world-class service.
Communicate with Account Executive/Managers and the Distributor Group regarding customer needs, issues, and service expectations.