Senior National Accounts Service Coordinator
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Job Description
Senior coordinator managing emergency repairs, replacements, and maintenance for Rinnai America’s commercial water-heating accounts. Coordinating providers, customer support, costing, dispatch, and account relationships.
Responsibilities:
- Coordinate and execute emergency and planned replacement jobs and preventive maintenance contracts for commercial National Accounts customers
- Coordinate with the Sales Team to identify and select Commercial Service Providers in major markets
- Develop cost standards for project labor and materials negotiations
- Review and mitigate labor and material invoice variances against service-provider installation quotes
- Manage the Commercial Service Provider grading process based on quality, delivery, and cost
- Monitor CRM and tracking systems, including Syteline and Service Channel, to keep account information accurate and current
- Receive, manage, and complete emergency and non-emergency commercial service issues via phone, email, and service-management platforms
- Apply Rinnai’s customer-service philosophy to National Account customers, service providers, potential service providers, and distribution contacts
- Create troubleshooting guides for Rinnai products and commonly used competitive models
- Train National Account Coordinators to use troubleshooting guides to restore hot water by phone when possible
- Develop account-management relationships with customers
- Establish working relationships with representative agencies, distributors, and Area and Regional Sales Managers to execute and dispatch calls
- Identify key account product and part details and enter orders into Rinnai’s MRP system
- Use technology, product literature, and established processes to handle commercial customer inquiries
- Follow up on active account-related issues and escalate across the organization when assistance is needed
- Respond to customer emergencies and provide customer updates during the rotating 24/7 on-call schedule
- Perform other duties and responsibilities as required
Requirements:
- High school diploma or equivalent required
- Minimum 10 years of dispatch in a multi-task oriented busy environment, job costing, project management, account management, sales support, or other related customer service experience in a customer support setting
- Management experience a plus
- 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 and knowledge effectively servicing direct customer accounts in a multi-channeled working environment
- Customer Resolution Techniques to successfully complete challenging customer situations
- Existing fundamental knowledge of Rinnai America’s product portfolio and customer interaction protocols preferred
- Technical repair experience in the plumbing or appliance industries
- Water heating experience preferred
- Confident, professional, courteous telephone techniques
- Excellent verbal and written communication skills
- Ability to build and maintain relationships with key accounts, sales representatives, customers, and staff at all levels
- Ability to negotiate toward win/win solutions
- Time management skills and ability to listen and follow through with accuracy and urgency
- Working knowledge of MS Office, including Word and Excel
- Ability to create and use spreadsheets
- Ability to perform mathematical calculations in proposals for cost and profit analysis
- Demonstrated ability to follow up proactively 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, prioritize, and resolve multiple levels of information
- Ability to work cooperatively and effectively in a team while developing interdepartmental relationships
- Strong account management skills
- Adaptability and flexibility
- Ability to plan and operate with minimal supervision
- Approachable and able to establish rapport
- Willingness to work a weekly rotating 24/7 on-call schedule, including weekends and holidays
- Ability to work untraditional hours when business needs dictate while on call
Benefits:
- Medical, Dental, Vision, and Prescription Flexible Spending Account (FSA) options for Medical and Dependent Care
- Paid Time Off (PTO)
- Floating Holidays (FH)
- Paid Holidays
- 401(k) Plan with Company Match
- Company Paid Life Insurance
- Voluntary Life Insurance
- Short- and Long-Term Disability
- Professional Development
- Tuition Reimbursement
- Annual Incentive Plan (AIP)
- Referral Bonuses
- Paid Volunteer Community Service Day
- Tobacco and Drug-Free Campuses
- Employee, family, and friend’s discount
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