Regional Account Specialist Supervisor

Johns Manville • Littleton, CO

1d • Onsite

About The Position

Johns Manville is a leading manufacturer and marketer of premium-quality insulation and commercial roofing, along with glass fibers and nonwovens for commercial, industrial and residential applications. Our products are used in a wide variety of industries including building products, aerospace, automotive and transportation, filtration, commercial interiors, waterproofing and wind energy. A proud member of the Berkshire Hathaway family of companies, we serve customers in more than 80 countries around the globe. We are committed to delivering positive and powerful experiences, because we are successful only when our employees and customers thrive. We are passionate, we care about people, we perform at a superior level, and we protect others and our environments. Join our dynamic and cross-functional team within a large corporation that feels like a close-knit community. We offer a collaborative environment where you can grow alongside a great team of peers. We are competitive and driven to win, but we also know how to have fun and maintain a positive attitude. Our team is dedicated to delivering exceptional customer service and contributing to the strategic direction of the company. Success in this role requires effective collaboration with internal and external stakeholders, including contractors, distributors, sales managers, sales representatives, production planning teams, plant shipping teams, pricing managers, and other Regional Service team members across the nation. The Account Specialist Supervisor is the primary point of contact to execute positive outcomes from customer feedback. As the Regional Account Specialist Supervisor, you will lead a team of 4-6 expert Account Specialists. They manage order processing, material sourcing from our plant network and third-party suppliers, order management through delivery and invoicing, and resolving customer issues. By prioritizing customer satisfaction, your team plays a crucial role in fostering customer loyalty and delivering exceptional experiences. Your involvement will include ensuring alignment with customer service objectives, systems, and processes while maintaining compliance. Additionally, you will foster a culture of empowerment and continuous improvement and development within the team. You will navigate and motivate your team to provide the highest level of customer service to both internal and external customers. You will develop and implement departmental procedures, monitor performance metrics, and work with teams from other departments to resolve critical and complex issues, ensuring positive experiences.

Requirements

• BA degree or equivalent with minimum 3 years of experience.
• Software knowledge: SharePoint, Sales Force, SAP, and service center phone systems
• Interpersonal, verbal and written communications skills
• Analytical and decision-making skills with the ability to think through complex issues
• Proficient in Microsoft
• Knowledge of Accounts Receivable concepts for deduction resolution
• Project Management, Manufacturing, or Construction knowledge
• Attention to detail
• Organizational prioritization skills
• Ability to multi-task
• Ability to work in a team environment as well as independently with limited supervision
• Product knowledge
• Problem resolution and negotiation skills
• Listening skills
• Relationship building skills with internal external customers
• Working knowledge of SAP or ERP systems

Nice To Haves

• Prior experience leading or supervising employees preferred.

Responsibilities

• Actively engage in interdepartmental meetings, offering valuable insights to enhance collaborative projects.
• Design and implement comprehensive training programs and processes to ensure new employees are well-prepared and confident in their roles.
• Resolve escalated customer inquiries with efficiency and empathy, ensuring customer satisfaction.
• Analyze and manage workload distribution across all regions to maintain balance and productivity.
• Coordinate and facilitate monthly meetings for the customer service team and with cross functional teams fostering communication and teamwork.
• Routinely evaluate the best plant locations for shipping ensuring consistent supply of material withing the network, optimizing logistics as business levels change
• Interview for various roles inside the Regional Service team making recommendations on hiring decisions contributing to a strong team with a diverse background and skill set
• Assess performance and provide feedback: Evaluate Account Specialists' performance and offer timely feedback to enhance employee growth and service quality.
• Conduct regular performance reviews and monitor metrics: Hold consistent one-on-one with Account Specialists to review service metrics and provide performance feedback; monitor team and individual metrics weekly and monthly.
• Uphold Standards: Take appropriate actions to address any deviations from expected performance or policy compliance.
• Support continuous improvement and coach employees: Collaborate with Account Specialists to create continuous improvement plans through training and career development opportunities; coach and motivate employees to excel in their roles.
• Manages a staff of 4-6 salary employees, sets direction and deploys resources.
• Responsible for performance evaluations, pay reviews, hiring and terminating.

Benefits

• Health benefits include a choice of comprehensive medical plans, a dental plan, vision plan, wellness program and critical illness insurance.
• JM sponsors a 401(k) plan which includes a sizeable company match.
• JM offers paid vacation and also provides paid sick and parental leave for eligible employees.
• Additionally, Johns Manville provides basic life Insurance, short-term and long-term disability coverage, an employee assistance program, and business travel accident coverage.
• Supplemental life insurance and accidental death and dismemberment insurance are available as well.
• The company also offers a variety of tax saving accounts; health spending account, traditional flexible spending account, and a dependent care spending account.
• JM also offers a tuition reimbursement program for undergraduate and certain graduate programs.
• Johns Manville supports employee growth with vast educational opportunities and a company-wide mentoring program.
• Johns Manville also offers soft and hard skills training facilitated by internal and external presenters.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees