Account Manager IIReporting to the Transportation Manager, the Account Manager II is responsible for the management of the accounts with regards to customer satisfaction, profit margin, quality, and safety. He/she builds and maintains relationship with customers, subcontractors, and other vendors, i.e., security, furniture vendors, construction contractors and facility management. They are responsible for organizing the assignment of backup personnel and oversee the scheduling of regularly assigned project employees. He/she also manages account personnel to be in compliant with all company's policies and procedures. Account Manager is also responsible for reporting and escalating any related issues about account to Transportation Manager. Account Manager is responsible for large sized moves and install projects where an Account Manager is required. He/she oversees large move and install crews to complete projects for commercial customers. He/she also trains staffs to ensure quality work is performed. Responsible to insure the customer's complete satisfaction. This role also includes managing staff function of up to 60 direct reports. This position will also have the responsibility for developing and implementing strategies to improve employee engagement to foster a positive work environment for their direct reports.
Essential Duties And Responsibilities:- Obtain and review work assignments from onsite Project Manager & Administrative staffs.
- Ensure all projects and work orders are staffed properly.
- Review daily, weekly, and monthly work orders and projects with Transportation Manager, on site security, facilities and any other vendors involved.
- Responsible for scheduling security guards where needed.
- Attend weekly review with customers, facilities, and securities.
- Develop best practices and resolve issues reported.
- Develop and maintain customer's onsite requirements for policies, procedures, safety, and securities.
- Ensure all assigned onsite personnel are properly trained regarding customer's policies, procedures, safety, and securities.
- Responsible to report all violations of company policies and customer's requirements.
- Responsible to collect and report required data for customer's KPI for quarterly business reviews.
- Attend weekly transportation coordination meeting with Operations Management.
- Train employees in different roles, such as coordinators. May have up to 60 direct reports for the large size customer.
- Approves recommendations for staff recruitment, selection, promotion, advancement, corrective action, and terminations.
- People Management:
- Lead the billing team of both direct and indirect reports to perform daily functions of billing and cash applications.
- Provide supervisory coaching and guidance to the Transportation team.
- Develop performance standards to measure and give feedback to each employee and provide annual performance reviews to each team member including providing any necessary coaching and counseling.
- To hire, train, schedule, support, review, and coach employees directly accountable to his/her/their position and to maintain the highest possible level of employee morale and department productivity.
- Manage timekeeping system approvals to ensure payroll and timesheets are accurate for their direct reports and manage exceptions.
- Organizes and oversees the schedules of employees.
- Partners with Human Resources to handle discipline and termination of employees in accordance with company policy.
- Update monthly department goals Act as a catalyst for change and improvement in performance and quality utilizing Six Sigma methodology. Ensure established policies and procedures are adhered to in accordance with company procedures and guidelines.
- Provide leadership to the team and set a culture of engaging and respecting employees.
- Customer Relations:
Act as point contact person for all accounting escalation issues and resolve them in a timely manner. Must be courteous, helpful, and professional to all existing and potential customers, by interacting with customers in person and via telephone, fax, and email to ensure complete customer satisfaction in all matters related to the operation.
Maintain excellent customer service with the customers, vendors, sales, transportation, and operation teams to establish solid relationships.
Training:
Participate and lead Six Sigma projects, as required to improve processes and efficiencies.
Determine the training needs of team and may provide training.
Accountable for the management and development of the leadership team.
Promote Corovan's Mission and Vision Statements.
Continuously promotes compliance with company policies and procedures.
Employee Engagement:
Ensure interactions with staff and customers are professional at all times to promote company's values and expectations.
Proactively engage team to promote a positive work environment, by developing and implementing engagement plans to retain high-performing employees.
Aligning the culture of the department with the overall company strategy and structure.
Safety:
Ensure the highest standards of safety, productivity and customer service are exceedingly daily.
Other Duties:
Other duties to meet business needs and requirements as assigned.
Works with confidential data, which, if disclosed, might have significant internal or external effect.
Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Competencies:
Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. Managerial – Strong Leadership capabilities with experience in recruiting talent and building an effective team. Experience coaching to subordinates. Strong result-oriented and can-do attitude. Organization Skills – Organization skills with ability to juggle multiple assignments and tasks, including attention to details, and the ability to prioritize in a changing environment. Excellent time management skills. Interpersonal Skills – Strong interpersonal (verbal and written) communication skills, positive attitude, flexibility, and an eagerness to learn new things.
Language Skills:
Ability to read and interpret documents written in English such as manuals, procedures, and work instructions. Ability to effectively communicate well with customers and coworkers. Mathematical Skills – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Reasoning Ability – Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Communication Skills – Ability to effectively communicate with potentially stressful and/or emotional situations. Outstanding customer-oriented skills. Other Skills:a. Exceptional problem solving and decision-making skills.b. Ability to multitasking and able to meet deadlines.c. Excellent customer service skills and interpersonal skills.d. Project and team management/leadership skills and experience. Proven ability to work effectively in a team environment with associates. Capability of effective planning and priority setting. Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.e. Excellent analytical ability.f. Must be detail oriented.g. Familiarity with six-sigma or other quality improvement processes.h. Ability to handle and safeguard sensitive and confidential information.i. Manage the training, direction, and assessment of staff members in transportation initiatives.j. Must be familiar with basic systems furniture nomenclature and be able to identify upon sight, the major lines of the three major manufactures: Steelcase, Herman Miller, and Haworth.k. Must be familiar with project management reports such as Gantt and Pert charts and understand and interpret cut sheets.l. Ability to quickly address operational issues and client complaints.m. Must be able to produce detailed inventories of all goods exposed to on O&I and install projects.n. Must be able to accurately estimate small move and install projects to determine manpower, trucks, and equipment necessary to complete the tasks required.o. Must be familiar with the Corovan Order Entry System and be able to perform planning & dispatch functions if necessary.p. Must be able to produce
