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Service Operations Account Manager

Company: Insidesource
Location: Newark
Posted on: January 12, 2022

Job Description:

Job SummaryThe Account Manager directs the planning and execution of all work orders for his or her assigned accounts. The Account Manager also handles all aspects of client relationships, including maintaining or improving customer satisfaction, identifying new business opportunities and margin improvements, and ensuring collections are on schedule.The ideal candidate will have a great outgoing personality, outstanding organization skills, and initiative. - - -The candidate for this role is a person that solves problems, functions well in a fast-paced environment, and is constantly looking for additional methods for continuous improvement. -Overall, the right fit for this role is a proactive, self-starter that is inquisitive, takes ownership, and wants to grow their personal and professional skills in a hyper-accelerated environment. -
Essential Duties and Responsibilities Including but not limited to:Customer Service

  • Serves as single-point-of-contact for coordinating activities, orders, and personnel for each assigned account.
  • Provides timely response to client requests for products and services.
  • Maintains a comprehensive understanding of client needs, corporate goals, business practices and performance criteria.
  • Manages client relationships to deliver customer satisfaction and ensure strong ongoing business relationships.
  • Communicates order status, scheduling of orders for delivery/installation, and punch list resolution to customers.
  • Provides accurate and timely response to customer questions on all aspects of Work Orders. -Project Management
    • Oversees all customer projects and work orders; directs the implementation of customer orders and service requests.
    • Reviews work plans, schedules, and logistics established for client projects.
    • Provides ongoing project status reports to clients.
    • Attends site visits and project and account meetings as necessary.
    • This is on a project-by-project basis.
    • Ensures Insidesource and client standards of performance are met on all project work.
    • Maintains and communicates all project documentation to customers and within Insidesource's systems.
    • Manages team assignments to ensure workload is balanced and supported. -Account Coordination:
      • Works directly with the internal A/C to oversee order management on all work, including large projects, and all things dealing with CORE.
      • Analyzes order requirements, details scope of work requests service pricing, and schedules work with the dispatcher for deliveries and small installations.
      • Communicates with the customer on the schedule of work, site requirements, and project parameters for deliveries and small installations.
      • Communicates with field staff regarding project details. -Work Order Management:
        • Sends order information to appropriate internal and external personnel (Account Management staff, operations, customer, etc.).
        • Reviews receiving information from the warehouse and acknowledge the matching of orders; assists with resolving discrepancies.
        • Prepares Work Order packet and delivers to dispatch.
        • Provides schedule information to the dispatcher.
        • Ensures all punch list work is done in a timely manner.
        • Initiates T & M quotes.
        • Preparation of billing for a product delivered and work performed; verifies invoice amounts and balance.
        • Manages customer signoffs for all assigned work orders.
        • Manages invoices for all product and service work for assigned Work Orders.
          Skills/Knowledge Required
          • Demonstrated problem solving, analytical, and process improvement skills
          • Excellent interpersonal and communication skills. Proven ability to communicate effectively across all levels of the organization and with customers and vendors
          • The work ethic that exudes integrity, accountability, and professionalism
          • High attention to detail
          • Proficiency in MS Office (Excel and Word), intermediate/advanced level in Excel, including proficiency with lookups and pivot tables a plus
          • Furniture industry background is helpful or the ability to quickly learn it
          • Working knowledge of safety regulations and proceduresExperience/Education Required
            • Interpersonal and communication skills to interact effectively with a wide range of people both within and outside the company
            • Demonstrated commitment to professionalism, integrity, and sound judgment in business transactions, and to providing the highest level of customer satisfaction
            • Requires the ability to multi-task, manage time, and work well under pressure
            • Must be able to work extended hours during critical times as needed
            • Self-motivated and able to contribute individually and as a team, with minimal supervision
            • Ability to multi-task, as well as prioritize and adhere to tight deadlines

Keywords: Insidesource, Newark , Service Operations Account Manager, Executive , Newark, California

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