National Accounts Service Specialist

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Account Specialist Overview

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.

• 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.

Qualifications

• 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
• Familiarity with battery business and products preferred
• Familiarity with Interstate Distributor operations preferred
• Willingness to travel occasionally (e.g. semi-annual program reviews)

Work Environment

• Require minimal supervision
• Ability to sustain posture in a seated position for prolonged periods of time
• Prolonged use of personal computer & telephone - 90%

Interstate Batteries provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Interstate Batteries complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Interstate Batteries expressly prohibits unlawful discrimination on the basis of age, race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, medical condition, genetic information, national origin, ancestry, disability (mental and physical), marital status, military status, veteran status, citizenship or any other characteristic protected under applicable local, state or federal law.