National Account Service Specialist

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Purpose of Job:

The National Account Service Specialist plays a crucial role in nurturing relationships with key stakeholders, including Distributor Partners, commercial customers, franchisees, and key customers on a national level. The Specialist exemplifies a commitment to Excellence in customer experience and Integrity in execution, to ensure all transactions and service needs are met with high standards.

Job Components:

Account Management

• Develop a deep understanding of each assigned national account's program.

• Foster a dynamic partnership with each Account Manager to effectively support the customers’ program and service delivery expectations.

• Cultivate and maintain strong relationships with key stakeholders (i.e., Distributors, commercial customers, franchisees, national accounts).

• Serve as the primary point of contact for account related inquiries, concerns, and escalations.

• Discern customer needs and objectives to provide efficient solutions and exceed expectations.

• Maintain account-specific notes to document customer programs, deliverables, expectations, and requirements.

Customer Service

• Utilize CSM tool to document all customer interactions.

• Exemplify a World Class brand, a model of Service Excellence and Integrity, all through a Servant’s Heart.

• Ensure timely response and efficient resolution of all inbound inquiries with adherence to current Service Level Agreements (SLAs).

• Monitor open order aging to support customer expectations and engage with Distributors, when required.

• Proactively monitor and assess day-to-day operations to identify areas of improvement.

• Leverage cross-functional partners and leaders to support critical needs and opportunities.

• Serve as the Subject Matter Expert (SME) on Account Support processes while working cross-functionally with the Distributor Group, Supply Chain, Finance, and other teams to resolve customer issues.

Master Data Integrity

• Understand, monitor, and protect account program settings and their outcomes.

• Maintain accurate master data regarding new Dealer adds, updates, and terminations, and coordinate with Distributors to promote positive customer experiences. 

• Monitor and resolve order related issues and errors.

Qualifications:

• College degree or equivalent work experience

• Minimum three (3) years related experience

• Proficient in MS Office Applications

• Strong analytical skills to execute root cause analysis

• Creative problem-solving skills to drive continuous improvement

• Excellent verbal and written communication skills

• Detail oriented

• Team Player

• Strong ability to prioritize competing priorities under minimal supervision.

• Self-starter and self-disciplined

Scope Data:

• Exemplifies Interstate’s Purpose and Values.

Work Environment:

• Ability to sustain posture in a seated position for prolonged periods of time

• Specific vision requirements include close vision, depth perception, and the ability to adjust focus.

• Regular physical activity includes manual handling, verbal communication, and auditory tasks.

• Prolonged use of a personal computer and telephone

• Interface with various internal departments and external customers

Note: We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

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.