What are the responsibilities and job description for the Account Support Manager position at Staffmark?
Staffmark Workforce Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances located in Plano, TX.
Account Support Manager
Top Skills : 1. Communication
2. Presentation
3. Business acumen
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 an assigned customer account(s). Act as Care's key strategic interface with carrier and sales account team.
This role is responsible for reporting and forecasting business performance. This role is responsible for daily customer satisfaction with Samsun post-sales support activities for product handling. Individual contributor that is fully proficient in applying established standards; knowledge base acquired from many years of experience in a particular area. Works independently and considered a seasoned and experienced professional with an 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.
Responsibilities :
- Assist in reporting results and forecasting 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 clients 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 clients 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 that deliver customer satisfaction and promote the value of direct contact / joint activities.
- Drives accountability to support teams on issues related to the development of overall business performance.
- Translates the strategy into a clear direction for the business, engages other teams with a clear direction, goals, and targets, and drives tactical execution.
- Virtual team leader for all customer care-related matters assigned to 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.
Requirements :
Staffmark talent working with this client receive competitive compensation and a great benefits package including medical, dental, vision, 401K, and Paid Time Off plus more!
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