What are the responsibilities and job description for the Account Support Manager position at Intelliswift?
Pay rate range - $45 / hr. to $47 / hr. on W2
Fully onsite
Top Skills :
Communication / Presentation / Business Acumen
Position Summary
Responsible, under minimal supervision, for serving as the primary customer interface and service program manager.
Fully accountable for tactical delivery and execution of Strategic Objectives for assigned customer account(s). Act as Care's key strategic interface with the carrier and the sales account team.
This role is responsible for reporting and forecasting of business performance. This role is responsible for daily customer satisfaction with clients post-sales support activities for product handling. Individual contributor that is fully proficient in applying established standards; knowledge based acquired from many years of experience in particular area.
Works independently, and considered a seasoned and experienced professional with adequate understanding of own job area.
Determines approach to work, and is monitored / supervised based more on a milestone basis, and at key deliverable junctures.
Common Essentials / Duties and Responsibilities
- Assist in reporting results and forecast anticipated areas of concern.
- Assist in negotiating Contractual Terms and Conditions with Trade Customers for Reverse Logistics, Seed Stock and Product Performance.
- Assist in negotiating the reduction of penalties associated with product and service performance.
- Improves key performance metrics between client and customers by developing a deep understanding of the customers' business.
- Conduct regularly scheduled meetings and ad hoc communications with key personnel in the customer's various business units / operations.
- Applies advanced technical knowledge of departmental principles and procedures.
- Performs work within company and regulatory guidelines.
- Proactively communicate and collaborate with internal stakeholders to gather, analyze and report required / relevant business information.
- Critically evaluate information gathered from multiple sources, translate high-level information into reportable details, and make strategic recommendations to Carrier Partner & Director
- Provide reporting and consulting support for weekly carrier quality and reverse logistics calls.
- Takes the lead in improving key performance metrics between client and customers by developing a deep understanding of the customers' business & driving action items to resolution.
- Provide Executive Level reporting on device quality, returns / defect rate performance, Carrier KPI / Scorecard efforts, and other initiatives.
- Removes obstacles and proposes alternative ways to meet needs if required to deliver exceptional service.
- Champions initiatives which deliver customer satisfaction and promotes the value of direct contact / joint activities.
- Drives accountability to support teams on issues related to development of overall business performance.
- Translates the strategy into a clear direction for the business and engages other teams with a clear direction, goals and targets, and drives tactical execution.
- Virtual team leader for all customer care related matters assigned customers.
- Cooperates directly with Trade Customers and Account teams relating to Care and product areas.
- Implements, drives, and is responsible for all business improvement activities in surpassing KPI's
- Deploys Care activities agreed in Account plans.
- Responsible for customer support management.
- Contributes to Care services development by gathering New Business Opportunities and Requirements from Trade Customers and Account teams.
- Acts as a Care function lead in Client Sales account activities.
Background / Experience
Necessary Skills and Attributes
Physical / Mental Demands
Salary : $45 - $47
