Strategic Accounts Sales Support Specialist

Lennox International • Richardson, TX

2d • Onsite

About The Position

Under limited supervision, this role is expected to function at a very high level in the volume and efficiency of timely processing of customer quotations and orders, and in resolving customer disputes, with minimal supervision. Additionally, this role will share continual responsibility with the Team Lead for established work procedures and processes that support company and departmental standards, procedures, and strategic directives. Effectively manages and prioritizes the daily workload to ensure job bid dates, emergency replacements, and product replacement needs for our internal and external customers are met. Must be timely and efficient in managing all projects to assure delivery deadlines are met. This includes managing the production period for delivery changes for a stated project/job. Serve as a resource and content expert to assigned team, providing them with guidance by being available to answer their questions to clarify the work activities when the team lead is unavailable. Works with team lead to assist in determining process improvement initiatives and training needs of the team / department. Be an active team member with assigned team account responsibilities. Perform duties as assigned or as the situation dictates; serve as liaison between customer service and internal/external customers. Establish and maintain good customer relations by providing timely and accurate service and follow-up to internal and external customers. Effectively disseminate and process quotations and order management, utilizing CRM and SAP. Interpret and execute complex customer projects/expectations (i.e. Schools /MRs / National Accounts). Work with management in identifying coaching and developmental needs of individual employees and team. Is knowledgeable about customers' equipment needs beyond team requirements. Is resourceful and can be depended upon to proactively assist another team with minimal direction, as the workflow warrants. Promote an environment that facilitates team collaboration and sharing of information and knowledge Timely execution of all related Performance Management activities. Embrace, communicate, and work towards achieving departmental strategic/key initiatives in a fast-paced, changing work environment.

Requirements

• High school diploma or an equivalent combination of education and experience.
• At least 5 years of related experience.
• Able to use Microsoft Office and CRM software effectively.
• Excellent customer service skills.
• Effective written and verbal communication skills, including effective listening skills.
• Ability to handle difficult or emotional customer situations.
• Strong problem-solving and time management skills.
• Ability to handle and prioritize competing demands.

Nice To Haves

• Bachelor's degree or equivalent.
• Experience with SAP.

Responsibilities

• Process customer quotations and orders with high volume and efficiency.
• Resolve customer disputes.
• Manage and prioritize daily workload to meet job bid dates, emergency replacements, and product replacement needs.
• Manage projects to ensure delivery deadlines are met, including production periods for delivery changes.
• Serve as a resource and content expert to the assigned team, providing guidance and answering questions when the team lead is unavailable.
• Assist the team lead in identifying process improvement initiatives and training needs.
• Act as an active team member with assigned team account responsibilities.
• Serve as a liaison between customer service and internal/external customers.
• Establish and maintain good customer relations through timely and accurate service and follow-up.
• Disseminate and process quotations and order management using CRM and SAP.
• Interpret and execute complex customer projects/expectations.
• Assist management in identifying coaching and developmental needs of employees and the team.
• Be knowledgeable about customers' equipment needs beyond team requirements.
• Proactively assist other teams as workflow warrants.
• Promote an environment that facilitates team collaboration and knowledge sharing.
• Execute all related Performance Management activities in a timely manner.
• Embrace, communicate, and work towards achieving departmental strategic/key initiatives.

Benefits

• Tuition reimbursement
• Medical insurance
• Dental insurance
• Vision insurance
• Prescription drug coverage
• 401(k) retirement plan
• Short-term disability insurance
• 8 weeks paid birthing leave
• 2 weeks paid bonding leave
• Life insurance
• Long-term disability insurance
• Up to 12 days paid time off (depending on date of hire)
• 2 paid well-being days (depending on date of hire)
• 1 paid volunteer day (depending on date of hire)
• 12 paid holidays (depending on date of hire)
• 3 floating holidays per year (depending on date of hire)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED