[Hiring] Senior National Accounts Service Coordinator @Rinnai America Corp

Role Description

This position is responsible for coordinating and executing the emergency and planned replacement jobs as well as preventive maintenance contracts for commercial customers participating in our National Accounts program. This position is remote. Schedule is Monday-Friday 8am-5pm EST and includes nights, weekends and holidays when on call.

Responsibilities

• Project Management Support:
  • Coordinate with Sales Team to identify and select Commercial Service Providers in each major market.
  • Develop cost standards by type of project for labor and material negotiations.
  • Review and mitigate labor and material invoice variances.
  • Manage CSP grading process to identify best sources of labor.
  • Monitor Customer Resource Management (CRM) and other tracking systems to ensure account information is accurate.
• Sales/Customer Support:
  • Manage and complete emergency and non-emergency commercial service issues.
  • Apply Rinnai’s customer service philosophy to our commercial customer base.
  • Create troubleshooting guides for Rinnai products and train National Account Coordinators.
  • Develop account management relationships with the customer base.
  • Establish effective working relations with Rep agencies, distributors, and Sales Managers.
  • Identify key account product and part item details and enter orders into the Rinnai MRP system.
  • Use available technologies and product literature to handle customer inquiries.
  • Follow up on all active account-related issues in a timely manner.
  • Escalate issues across the organization with urgency when needed.
• Other:
  • Willing to work weekly rotating On Call schedule, 24/7, including weekends.
  • Other duties and responsibilities as required.

Qualifications

• High school diploma or equivalent required.
• Minimum 10 years of dispatch in a busy environment, job costing, project management, account management, or related customer service experience.
• Pre-existing relationships with key service providers in major markets throughout the US.
• Knowledge of market-based pricing for labor and materials by type of job.
• Proven experience servicing direct customer accounts in a multi-channeled environment.
• Customer Resolution Techniques to handle challenging customer situations.
• Existing knowledge of Rinnai America’s product portfolio preferred.
• Technical repair experience in plumbing or appliance industries preferred.

Requirements

• Confident, professional, courteous telephone techniques.
• Excellent verbal and written communication skills.
• Ability to build and maintain relationships with key accounts and staff at all levels.
• Able to negotiate toward win/win solutions.
• Time management skills with a sense of accuracy and urgency.
• Working knowledge of MS Office (Word, Excel).
• Ability to perform mathematical calculations for cost and profit analysis.
• Demonstrated ability to follow up until jobs are completed.
• Ability to be self-directed and follow up on active jobs in a timely manner.
• Ability to identify continuous improvement initiatives.
• Ability to sort through complex data and prioritize information.
• Ability to work cooperatively in a team environment.
• Strong account management skills.
• Adaptability and flexibility.
• Ability to plan and operate with minimal supervision.
• Approachable and able to establish rapport.

Benefits

• Medical, Dental, Vision, and Prescription coverage.
• Flexible Spending Account (FSA) options for Medical and Dependent Care.
• Paid Time Off (PTO) and Floating Holidays.
• Paid Holidays.
• 401(k) Plan with Company Match.
• Company Paid Life Insurance.
• Voluntary Life Insurance.
• Short- and Long-Term Disability.
• Professional Development and Tuition Reimbursement.
• Annual Incentive Plan (AIP).
• Referral Bonuses.
• Paid Volunteer Community Service Day.
• Tobacco and Drug-Free Campuses.
• Employee, family, and friend’s discount.