National Account Service Manager- ACX

Customer Service Birmingham, Alabama Hagerstown, Indiana


Description

What will you do? As the National Account Manager, you will be responsible for the all Service and Support needs of assigned national accounts. From pre-sale through product maintenance and support, you will communicate with our Sales, Quality, Engineering, Production, Service, and Warranty groups to ensure a ‘Best In Class’ experience for our customers. You will also be responsible for capturing both internal and customer data as well as generally participating in continuous improvement practices wherever needed.

Responsibilities

Maintain a consistent high level of customer service and professional demeanor while managing all customer issues and support needs

Responds and maintains a sense of urgency to customer repair tickets, part support needs, escalations, driving solutions across internal groups to meet and exceed the customer’s expectations for efficient issue resolution

Drives all service metrics to ensure best in class service is delivered to assigned accounts and maximize return on investments

Monitors and evaluates customer experience. Identifies operational issues, training opportunities, and process improvements and implements strategies to improve.

When possible, identify potential issues and work to resolve them before they impact the customer
Clearly communicate concerns and corrective action steps to the customer as well as to internal groups
Lead monthly call between customer representatives and internal groups in which issues are discussed
Maintains and manages data to record and drive service excellence across key performance deliverables

Creates and maintains reports for customer and internal groups to review and utilize for process and quality improvement

Visits customer locations, establishing customer relationships and ensuring effective understanding of customer support needs

Work with local shops and service centers to bridge relationships with your National Accounts

Maintain contact and location information for assigned accounts, to include updated profiles of all “ship to” locations.

What does it take to successfully undertake this role?
The ability to remain even-keeled under pressure when faced with frustration or ambiguous situations
The ability to earn trust with individuals from a customer team with high standards
The ability to maintain a balance between the customer’s expectations and the ability to meet them
An understanding of the quality process;
A drive to dig for answers even when answers aren’t readily obvious
Experience performing statistical analysis
A keen distaste for being in a reactive posture coupled with the competitive drive to reposition to a proactive stance
A “whatever it takes” attitude and the tenacity to see complex issues to completion
A focus on continuous improvement at all points along the process
Autocar certified technician across all product lines

Minimal travel required