National Accounts Service Specialist at Interstate Battery System of America Inc in Urbandale, Iowa

Job Description:

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 provide leadership by example to the Specialist group in their task of exceeding the expectations of customers, Distributors and other IBSA departments.



Job Components :


A) Supervision / Account Administration (25% / 25% )

• Manage, coordinate and oversee launching of new accounts; initiate launches when necessary.


• Oversee maintenance and handling of existing accounts assigned to the National Account Specialists.


• Process Distributor, Dealer, and Customer headquarter calls.


• Work with Distributors and Dealers, Account Managers and Regional Market Managers, and other necessary departments regarding resolutions to problematic situations.


• Work with Information Technology (IS) and/or Internal Support to solve program defects and systematic delays.


• Work with Accounts Receivable to resolve ticket-processing problems.


• Communicate with customer representatives, Distributors, and Management regarding implementation of any exceptions to policies or problem resolutions.


• Work with Accounts Receivable and Account Managers to set up new national account dealer files.


• Contact and notify Distributors regarding dealer and focus number changes.


• Work with national account customer headquarters to resolve delivery discrepancies, delinquencies, and billing issues.


• Work with Internal Support regarding distributor computer issues preventing successful transmission information.


• Contact and work with Distribution Services on product service, delivery and/or backorder issues.


• Contact and work with Distributors regarding product service, delivery and/or backorder issues.


• Communicate account changes and updates that impact other departments.

B) Coordinate development and maintenance of all IT support systems required to meet the needs of the National Accounts Department. (15%)

• Work with IT for system maintenance regarding any program or reporting enhancements necessary for the National Accounts Administrator Group and/or the national account customer.


• Structure layout, design, and variables for programming and reporting needs.


• Sign off for approval on CRS documentation.


• Perform UAT testing on test system.


• Work with programmer until desired level of system use or reporting performance is achieved.


• Sign off on final approval for implementation to live system.

C) Facilitate data processing and report generation for program updates required by contracts and/or account management. (10%)

• Oversee reporting requirements with Administrative Support and National Account Specialists.


• Work with Account Managers to ensure Administrative Support and National Account Specialists will meet the requirements and deadlines for program update production.

D) Communicate and ensure all directives, policies, and philosophies of management are supported and met by the National Accounts Specialists. (5%)

• Direct all pertinent information obtained from manager's meetings to the National Accounts Specialists.


• Affirm guidelines and standards set by our department.


• Determine who is affected by directives, how they are affected, and set priority level needs in order for the directives to be handled.

E) Ensure Order accuracy (5%)

• Contact Distributors and track delivery status of 15-day-plus outstanding DODDs.


• Track incomplete DODDs and notify Distributors.


• Correct Distributor ticket import errors.


• Interact with Accounts Receivable to close tickets for processing payment.


• Transmit weekly DODD Confirmation Report to Distributors.


• Assist dealers with revising, canceling, and placing orders.


• Validate daily status of transmitted orders and follow up.

F) Reporting to management (5%)

• Report Distributor delivery service issues to Account Managers and Regional Market Managers.


• Provide detailed documentation regarding Distributor delivery performance issues.


• Report monthly delivery percentage analysis for deliver-to-order accounts.


• Handle project assignments.


• Provide program update information when needed.


• Provide Pricing Error Report information that has to be handled by Regional, Market, and Development Managers.

H) Daily transmittal of battery orders (5%)

• Enter faxed/manual orders.


• Import electronic and IVR battery orders.


• Transmit orders to Distributors.


• Import Distributor delivery ticket information.

Qualifications:

• College degree or equivalent


• 5-6 years (minimal) related experience - account administration/supervision


• Proficient in Excel and MS Office Applications.


• Detail oriented.


• Team Player.


• Self motivated.


• Able to work accurately and meet deadlines.


• Able to juggle fixed and unscheduled tasks.


• Good understanding of battery and product knowledge preferred.


• Good understanding and familiarity of Distributor operations preferred.


• Must have ability to make prudent executive decisions and suggestions.


• Must demonstrate creative ability to determine strategic methods for improving systems and controls issues.

Skills:

• Must be able to mediate well between Distributors, Dealers, national account headquarters, and coworkers.


• Must have clear and effective communication skills, both oral and written.


• Must have advanced keyboard skills.


• Must be flexible to handle multiple tasks and prioritize accordingly.


• Must be able to resolve Dealer/Distributor problem issues and discern the need for higher level assistance.


• Must be able to recognize key problem issues and initiate meetings to resolve issues.

Scope Data :

• Authority to represent our department in committees and meetings.


• Authority to assign Account Specialists to launch new accounts.


• Authority to reassign Account Specialists to different accounts.


• Authority to interview and suggest hiring of new Account Specialists in our department.


• Authority to place certain Saab dealers on C.O.D.


• Authority to submit credit memos with approval.


• Authority to advise distributors to substitute approved part numbers.


• Authority to advise distributors to perform even exchange battery swaps when a dealer is asking for a buy back if contract agreement does not allow for buy backs.


• Authority to interact with a variety of departments within the company: AR, IT, Art, Marketing, Company Operations, Regional Development and Marketing Managers, and Distribution Services.


• Authority to sign off for approval with IT to implement program and reporting changes.


• Authority to oversee National Account Specialist department regarding work hours, vacation, reviews, advancements.


• Authority to interview National Account Specialists.


• Minimal supervision required.

Work Environment :

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


• Regularly required to use hands to grasp or handle, talk and hear, stand and walk.


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


• Ability to occasionally lift and/or move 10+ lbs.


• Prolonged use of personal computer & telephone - 75%

• nents in targeted anchors


• Identify prospective customers through lead generation activities and maintain a 20% conversion rate in targeted anchors


• Serve as the primary contact to the strategic business partners to improve, maintain and share business plans and action plans to manage and grow new customer business while maintaining existing book of business.


• Prepare and coordinate team huddles with strategic partners


• Maintain and grow relationships with existing customers by continually providing excellent service, pricing, and product support


• Provide market relevant reporting reflective of prospecting and specialty sales efforts and results


• Pro-actively develop marketing campaigns in partnership with marketing team and business partners


• Meet and exceed personal and team goals, achieve, and increase revenue per transaction, meet/exceed monthly and annual sales and gross profit goals and established call metrics.


• Emphasize a team approach regarding expanding product line and same store sales with your fellow Account Representative and Customer Service Representative within your markets.


• Coordinate efforts with Customer Service Representative to create auto-ship and regular refill orders


• Verification and processing of sales orders to ensure proper delivery and high customer satisfaction rating


• Provide excellence in researching and resolving back order .


• Provide product support


• Prepare and present customized strategies to each buyer's business model, always utilizing key strategies and ethical sales methods to be the expert in your anchor or stores and provide elevated knowledge.

Teamwork and Self-Management Component (20%)

• Responsible for continual training, developing relevant skills and product knowledge at expert level


• 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


• Accept constructive criticism appropriately and use to maximize sales goals


• Participate in daily and weekly meetings with an eagerness to learn and grow


• Establish and maintain QBR with stores and management targeted towards opportunities and results

Reporting (10%):

• 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

Competencies:

• Competitive drive to success within a team structure


• Strong communication skills


• Must be self-motivated and highly organized and have ability to map, track performance


• Must demonstrate ability to communicate effectively, both verbally and in writing, and work with various personality types


• Must possess superb telephone etiquette and have basic math skills


• Ability to adapt and change with the growing business needs


• Consistently demonstrate decision making skills based on thorough research of facts and exhibits ethical judgment


• Basic understanding of budgets, revenue reporting, and other financial aspects of the business


• Displayed proficiency with general office machines (PC, copier, fax, etc.) and Microsoft Office components (Outlook, Word, Excel, Power Point)


• Four-year degree or equivalent combination of education and work experience


• Ability to focus in a contact center environment which may have multiple distractions


• Ability to work in a fast paced, changing work environment

• Preferably 2 to 3 years of a proven track record within a team-based sales organization with a high emphasis on the market expansion and new account growth in targeted anchors

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 workplace dress policy


• Ability to work remotely as business needs require

• Available for work during full business hours of 7:00am to 6:00pm

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. Apply Now