Vendor Manager - Specialist I

Orkin LLC • Atlanta, GA

12d

About The Position

The Vendor Engagement Analyst ensures customer satisfaction by addressing quality, cost, and delivery speed in line with service level agreements (SLAs). The role develops performance rating systems for Pest Control Third-Party Vendors, focusing on efficiency and sustainability to enhance overall customer satisfaction.

The position collaborates with National Accounts customers’ third-party vendors to coordinate pest control services through proprietary application systems, analyzes those systems for customer and branch trends, audits account changes, and liaises among field personnel, National Accounts sales teams, Orkin franchises, Rollins brands, and subcontractors. It also generates and analyzes daily reports, coordinates preventative maintenance and repairs, addresses work-order issues and customer dissatisfaction, prioritizes time-sensitive matters, and works with service branches to resolve emergencies, maintain accurate records, and close cases. The role analyzes case-closure trends and recommends best practices to branches and customers.

Requirements

• High school diploma or associate’s degree.
• Preferred minimum of 5 years of relevant customer service business experience.
• Excellent written and oral communication skills to solicit, analyze, and document customer requirements.
• Ability to deliver fast, efficient, quality solutions and become a subject matter expert in customer and scheduling requirements and website updates.
• Ability to navigate and use MS Excel, MS Access, MS PowerPoint, and MS Word.
• Ability to become proficient with BOSS, 360, and ServiceNow.
• Experience or ability to work with large data sets and manage portfolios up to $1.5 million.
• Ability to handle pressure professionally and meet time-sensitive guidelines and constraints.
• Excellent organizational skills and attention to detail.
• Ability to work independently or collaboratively to meet organizational goals.
• Availability to customers outside regular work hours to address urgent issues.
• Ability to pass a drug screen and background checks.
• Ability to perform the job requirements with or without accommodations.

Nice To Haves

• Preferred minimum of 5 years of business experience in relevant customer service.

Responsibilities

• Coordinate pest control services with National Accounts customers’ third-party vendors using proprietary application systems, and analyze systems to identify customer and branch trends.
• Audit, accept, or reject account changes submitted by field personnel, National Accounts sales teams, Orkin franchises, Rollins brands, and subcontractors, serving as a liaison among these teams.
• Generate and analyze daily reports to coordinate preventative maintenance and repairs.
• Audit work orders and resolve customer dissatisfaction.
• Prioritize time-sensitive service issues and identify communication breakdowns.
• Report inconsistencies and maintain high service levels to improve efficiency and customer trust.
• Collaborate with service branches to resolve emergencies, ensure accurate recordkeeping, and close cases as applicable.
• Analyze case-closure trends and recommend best practices to branches and customers.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits package including medical, dental, vision, maternity, and life insurance.
• 401(k) plan with company match.
• Employee stock purchase plan.
• Employee discounts.
• Tuition reimbursement.
• Dependent scholarship awards.
• Paid vacation, holidays, and sick leave.

What This Job Offers

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