Account Specialist
Interstate Battery System of America Inc

Job Info

---

Our mission is to be a trusted workplace for team members to be their whole selves at work. A company that people love and positively impacts the lives of all whom we touch.

be your best self

At Interstate Batteries, you have the chance to be excellent at work and excellent at life. We know that professional success depends on personal wellbeing. That's why we want to enrich your life with the tools and services you need to succeed in every area of your life. Join us!

Purpose of Job:

To support the Contact Center Account Representatives in the day to day sales and customer service operations, order entry and customer service for All Battery's strategic accounts so that customers are satisfied, AB is profitable and sales continue to grow.

Job Components:

Account Executive/Specialist Overview:

• Order management.
• Primary contact for Strategic All Battery clients to resolve problems and maintain relationship to encourage overall success and growth of the account.
• Proactively research and resolve all problems that occur in order to maintain maximum customer satisfaction.
• Manage accounts when Inside Sales Reps are out of the office
• Alert Business Consultant/Inside Sales Reps to any significant service interruption (system failure, product shortages, distributor compliance issues)
• Coordinate all documentation necessary to close out each order.
• Coordinate battery shipments from franchise locations in order to service customers quickly with just in time delivery.
• Inbound Phone/Email triage with goal of 1st call resolution
• Complete centralized billing for assigned strategic customers
• Make outbound calls to follow up on service calls on large orders (+$500), to ensure positive customer experience, and capture data on future opportunities

Account Administration Details:

Strategic Partners, Team Member and Customer Support (50%):

• Deliver excellence in researching and prioritizing customer service issues with the goal and objective of solving the issue and exceeding their expectations
• Ensure Customer satisfaction by providing the back-end support for their businesses for sales, invoices and order related concerns
• Establish Customers' credit needs and facilitate approval with the Accounting Department
• Efficiently research, document, and process necessary information for store credits and Return Merchandise Authorizations (RMA)
• Provide product support and education for store personnel with the goal of expanding revenue within the account
• Process purchase orders using order-placing system for supplies, specialty batteries, and accessories.
• Resolve shipment tracking and delivery issues, keeping in mind cost control measures

Maintain and monitor assigned accounts:

• Handle incoming Strategic Account calls.
• Work with IT and/or Internal Support regarding program defects and systematic delays.
• Setup and/or maintain Strategic Account file/details on the share point.
• Launch new accounts when assigned, maintain, monitor and structure the reporting needs required by the, Sales Manager, Business Development Partner, and Inside Sales Reps.
• Work with necessary departments to prepare and test systems for new account launches or existing account changes.

Reporting to management

• Report weekly status of 15-day-plus outstanding orders to sales team.
• Report Franchise delivery service issues to Sales Manager and Business Development Rep.
• Process project assignments.
• Manage the Central Billing

Teamwork and Self-Management Component (20%)

• Responsible for continual training, developing relevant skills and product knowledge
• Monitor market conditions and report competitor activities to the team
• Utilize customer contact tools and systems, keeping systems updated with relevant information
• Promote a team environment to achieve sales goals
• Speak positively about the system, customers, company and staff at all times while promoting goodwill
• Accept constructive criticism appropriately and use to maximize service goals
• Participate in daily and weekly meetings with an eagerness to learn and grow
• Cultivate and protect Interstate Battery's purpose and values while promoting unity among your team members based on our Core Values and "Win 6" philosophy

Reporting (20%):

• Produce and analyze reports on various metrics within the sales and customer service organization
• Implement and monitor strategies developed to meet the objectives of the Interstate Battery Playbook and report the KPI results to key stakeholders

Other (10%):

• Be approachable, support team activities and enhance customer experience
• Always uphold the company's culture for a positive, fun, team-oriented work environment
• With a servant's heart, perform other duties and responsibilities as assigned, which could include but is not limited to, administrative support to Managers, Strategic Partners, and Team Members

Qualifications:

• Must be fluent in English with excellent verbal and written communication skills
• Fluent in Spanish is a plus
• Demonstrate ability to communicate effectively, both orally and in writing, with all members of the team, as well as store personnel and end user customers
• Must possess superb telephone etiquette and have solid vocabulary and math skills
• Motivated, positive self-starter with pleasant personality and professional demeanor
• Must consistently display ability to interact and converse well with all personality types
• Use logic and reasoning critical thinking to identify, research, and resolve various issues
• Must display solid organization and time management skills
• Display proficiency with general office machines (PC, copier, fax, etc) and Microsoft Office components (Outlook, Word, Excel)
• Dependable and consistent performance and attendance
• Battery, automotive or industrial knowledge helpful but not required
• High school diploma or GED is required
• 1-2 year prior customer service experience preferred, with a proven track record of high standards and service ratings
• Accurate typing at least 35 words per minute
• Ability to multi-task while maintaining a high level of accuracy
• Maintain professional growth through actively updating personal development plan and participate 1:1 meetings with your leader
• Participate in continuing education opportunities each year, including but not limited to:
• Optional training opportunities
• Lunch and Learns

Work Environment:

• Professional team oriented environment with emphases on high level performance and achievement
• This is largely a sedentary role, using a computer and talking on the phone with headset for long periods of time.
• Interfacing with various departments
• Ability to focus in an open work environment with multiple distractions
• Business causal work place dress policy
• Available for work during full business hours of 7:00am to 7:00pm

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 any form of unlawful employee harassment based on race, color, religion, gender, sex, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Interstate Batteries' employees to perform their expected job duties is absolutely not tolerated.

This job has expired.