Regional Account Specialist Supervisor

About the role

The Account Specialist Supervisor is responsible for leading a team of 4-6 expert Account Specialists. This role involves managing order processing, material sourcing, order management, and resolving customer issues. The supervisor ensures alignment with customer service objectives, systems, and processes while maintaining compliance. Additionally, they foster a culture of empowerment and continuous improvement within the team.

Responsibilities

• Actively engage in interdepartmental meetings to enhance collaborative projects.
• Design and implement comprehensive training programs and processes to ensure new employees are well-prepared and confident in their roles.
• Resolve escalated customer inquiries with efficiency and empathy, ensuring customer satisfaction.
• Analyze and manage workload distribution across all regions to maintain balance and productivity.
• Coordinate and facilitate monthly meetings for the customer service team and with cross-functional teams fostering communication and teamwork.
• Routinely evaluate the best plant locations for shipping ensuring consistent supply of material withing the network, optimizing logistics as business levels change.
• Interview for various roles inside the Regional Service team making recommendations on hiring decisions contributing to a strong team with a diverse background and skill set.
• Assess performance and provide feedback: Evaluate Account Specialists' performance and offer timely feedback to enhance employee growth and service quality.
• Conduct regular performance reviews and monitor metrics: Hold consistent one-on-one with Account Specialists to review service metrics and provide performance feedback; monitor team and individual metrics weekly and monthly.
• Uphold Standards: Take appropriate actions to address any deviations from expected performance or policy compliance.
• Support continuous improvement and coach employees: Collaborate with Account Specialists to create continuous improvement plans through training and career development opportunities; coach and motivate employees to excel in their roles.

Requirements

• A BA degree or equivalent with minimum 3 years of experience.
• Prior experience leading or supervising employees preferred.
• Software knowledge: SharePoint, Sales Force, SAP, and service center phone systems.
• Interpersonal, verbal and written communications skills.
• Analytical and decision-making skills with the ability to think through complex issues.
• Proficient in Microsoft.
• Knowledge of Accounts Receivable concepts for deduction resolution.
• Project Management, Manufacturing, or Construction knowledge.
• Attention to detail.
• Organizational prioritization skills.
• Ability to multi-task.
• Ability to work in a team environment as well as independently with limited supervision.
• Product knowledge.
• Problem resolution and negotiation skills.
• Listening skills.
• Relationship building skills with internal and external customers.
• Working knowledge of SAP or ERP systems.
• Manages a staff of 4-6 salary employees, sets direction and deploys resources.
• Responsible for performance evaluations, pay reviews, hiring and terminating.
• Minimal travel required (0 - 10 days per year).

Qualifications

• Work environment is typical of an office setting.

Skills

• Leadership and Supervisory Skills.
• Customer Service Skills.
• Teamwork and Collaboration.
• Problem Solving and Decision Making.
• Communication Skills.
• Project Management.
• Technical Proficiency.

Benefits

• Health benefits including a choice of comprehensive medical plans, a dental plan, vision plan, wellness program and critical illness insurance.
• 401(k) plan with a sizeable company match.
• Paid vacation, sick leave, and parental leave.
• Basic life Insurance, short-term and long-term disability coverage, an employee assistance program, and business travel accident coverage.
• Tax saving accounts: health spending account, traditional flexible spending account, and a dependent care spending account.
• Tuition reimbursement program for undergraduate and certain graduate programs.
• Vast educational opportunities and a company-wide mentoring program.
• Soft and hard skills training facilitated by internal and external presenters.

Pay

The pay range for this role is $81,000.00 - $111,400.00 annually. Pay within this range will vary based upon relevant experience, skills, and education among other factors. In addition, this position is eligible for an incentive bonus.

Schedule

The schedule for this role is typically an office-based position with minimal travel required (0 - 10 days per year).

Benefits

• Health benefits including a choice of comprehensive medical plans, a dental plan, vision plan, wellness program and critical illness insurance.
• 401(k) plan with a sizeable company match.
• Paid vacation, sick leave, and parental leave.
• Basic life Insurance, short-term and long-term disability coverage, an employee assistance program, and business travel accident coverage.
• Tax saving accounts: health spending account, traditional flexible spending account, and a dependent care spending account.
• Tuition reimbursement program for undergraduate and certain graduate programs.
• Vast educational opportunities and a company-wide mentoring program.
• Soft and hard skills training facilitated by internal and external presenters.

Company Culture

We are committed to delivering positive and powerful experiences, because we are successful only when our employees and customers thrive. We are passionate, we care about people, we perform at a superior level, and we protect others and our environments. We believe diversity and inclusion in our workplace is critical for the long-term success of our company. We are committed to retaining, developing and attracting a diverse workforce that fosters an inclusive work environment in which all employees are treated with dignity and respect.

Equal Opportunity Employer

We are proud to be an Equal Opportunity/Affirmative Action employer. We maintain a drug-free workplace and perform pre-employment substance abuse testing.