National Accounts Service Specialist

Interstate Batteries•Dallas, TX

12d

About The Position

Our mission is to be a trusted workplace for team members to be their whole selves at work. A company that people love and positively impacts the lives of all whom we touch. be your best self At Interstate Batteries, you have the chance to be excellent at work and excellent at life. We know that professional success depends on personal wellbeing. That's why we want to enrich your life with the tools and services you need to succeed in every area of your life. Join us! Purpose of Job : 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
Willingness to travel occasionally (e.g. semi-annual program reviews)
Require minimal supervision
Ability to sustain posture in a seated position for prolonged periods of time
Prolonged use of personal computer & telephone - 90%

Nice To Haves

Familiarity with battery business and products preferred
Familiarity with Interstate Distributor operations preferred

Responsibilities

Serving as the Customer Service pillar of our Enterprise system
Supporting all of Interstate’s accounts, their local Dealers/Stores, our Account Executives/Managers, Distributor partners, and other cross-functional teams
Keeping our accounts functioning efficiently and ensuring all transactions and service needs are met with high standards
Providing world class service levels to all customers, both externally and internally
Serving as 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
Working 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
Maintaining accurate Dealer records in all systems with regards to additions, updates, terminations, and mass reconciliations
Coordinating 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.
Monitoring 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.
Facilitating communications to Business Consultant/Regional Managers for Distributor support as needed
Working with IT and/or Internal Support regarding program defects and system issues
Assisting with new account launches as assigned/needed, including system testing prior to launch
Utilizing CSM tool to track and measure all incoming and outgoing inquiries
Serving 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
Initiating standards within your own processes, and as it relates to each account program or Distributor, for interdepartmental efficiencies
Owning 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