Supervisor National Account & Customer Relations

Job Summary

The Supervisor leads the Account Specialist Team that supports NA customers at an expert level individually with a sense of urgency.  Knowledge of how to service individual customer accounts is essential and includes contract and billing terms, reporting requirements and account setup in SAP.  

Supervisor uses working knowledge of account issues to lead cycle of continuous improvement of NA best practice processes. This practice improves the customer experience and increases customer retention for all customers in our Commercial Growth Platform. They work directly with customers, sales, and all departments within the platform and across the organization to execute processes that are effective in retaining our most valuable customers.  

Key Characteristics

• Leadership – Has the supervision skills to lead and develop employees while assisting in driving change and strategic process improvements for National Accounts.
• Customer Retention – Improves the Commercial Growth Platform by developing simple and effective processes that ensures a high level of customer retention.  Utilizes the full capabilities of the Dynamics 365 product to prioritize and respond to customer issues and manage workload.
• Data Integrity – Understands the importance of customer data integrity, how to setup new accounts in SAP and the impact it has on customers and across the organization.
• Relationship Building – Serves as a partner collaborating with customers, sales, field operations, IT, and distribution to provide solutions and support. 

Duties and Responsibilities

• Liaise with key stakeholders on an ongoing basis to ensure that designed business processes are effective in maximizing customer retention.  
• Utilize Dynamics 365 to provide progress updates on customer retention activities at the customer, location and deadline level for executive reporting and exception management.
• Utilize Dynamics 365 to ensure all Account Management Specialists are following the same, consistent processes for issue tracking, issue resolution and external/internal communications with a sense of urgency for delivery of consistent service levels to all involved.
• Identifies the pain points of current retention processes and develops solutions to enhance and maximize effectiveness.  
• Collaborates with all teams in the Commercial Growth Platform solving problems and while improving and streamlining the customer master data integrity for all customers.
• Ensures the team maintains positive and seamless lines of communications with all customers, field managers and other key stakeholders that provide critical service to our customers.

Knowledge, Skills and Abilities

• Strong organizational skills, attention to detail and task follow up skills in a fast paced and changing environment.
• Adept at handling multiple assignments in a timely manner and meeting assigned deadlines.  
• Outstanding communication skills required that establishes and builds good relationships with a diverse group of individuals at all levels within our organization and externally.
• Strong conceptual and critical thinking skills.
• Excellent verbal and written communication skills.
• Strong work ethic and ability to meet and work under the pressure of deadlines.
• Ability to work effectively within a team and build strong working relationships with key stakeholders.
• Highly self-motivated with a demonstrated ability to learn quickly and deliver results.  

Education and Experience

• Bachelor’s degree required.  Business degree preferred.  
• 4+ years progressive experience in corporate environment.
• Supervisory experience preferred.
• SAP and MS Dynamics 365 experience a plus.
• Strong background and experience with business process design.    

Working Conditions

• Based in our office at Valley Forge with very limited travel.