Field Support & Customer Relations Manager - Avendra International

Job Description

The Field Support & Customer Relations (FSCR) Manager establishes and maintains positive and productive relationships with all Avendra customers, as well as regional and national suppliers, in a specified geographic area. The FSCR Manager is responsible for providing ongoing support, increasing customer satisfaction and program participation, introducing and implementing new suppliers, with the ultimate goal to become a Trusted Advisor for the customers in the designated territory.

 

The designated territory for this position is all of Arizona with some Southern California coverage. Candidates must be local to the designated area for easy travel.

 

 

Job Responsibilities

Primary Responsibilities

• Provide strategic supply chain business reviews to executive teams at designated customer locations in a consultative manner
  • Comfort level analyzing and strategically presenting reports and program information at the executive level
• Maintain strong working relationships with customers, e.g. hotels, resorts, golf clubs/restaurants, in a specified geographic area (territory)
  • Ensure execution of Avendra’s strategic value proposition for the Client (brand, management company) at the customer level (hotel, resort, etc.) as per the Client Plan
  • Educate and encourage changes of customers’ behavior by presenting the value of Avendra’s supply chain resources in a consultative fashion, working with customers on converting from existing suppliers to Avendra Contracted Suppliers during the onboarding process and beyond
  • Advocate for the customers during contracting initiatives by balancing the overarching contracting philosophy and the customer service needs
•  Build and maintain regional and national supplier relationships
  • Collaborate with the Regional SSCM Director to monitor supplier performance and work efficiently to ensure best supplier performance within the market
  • Identify opportunities to grow Spend through new suppliers and/or new categories of suppliers
• Manage New Customer implementation process along with the Avendra Implementation team including customer/supplier conference calls, kick-off/implementation meetings and follow-up processes
• Analyze customer participation, satisfaction and utilization of program-approved suppliers; identify gaps in unutilized opportunities and introduce suppliers to match the specific customer’s operational needs, focusing on growth in participation with the Avendra-approved suppliers.
• Document FSCR/Customer/Supplier communications in eRM, to include comprehensive call reports based on customer visits

Secondary Responsibilities 

• As appropriate, manage the accounts which are assigned to you as the Account Manager, i.e. single units, and/or smaller Clients 
• Provide internal support to other Avendra teams:
  • Regional SSCM: ensure alignment and support of any local contracting initiatives, e.g. RFATs, contract renewals, new initiatives
  • Quality Assurance: ensure alignment and utilize this resource as needed
  • Sales: participate, as needed, in complex Discoveries where regional knowledge is required

Qualifications

•    Strong interpersonal and customer service skills; good presentation skills

•    Ability to bring customer and supplier together to demonstrate Avendra value proposition
•    Solid purchasing program, supply chain knowledge and/or hotel experience to be credible with customers and vendors
•    Strong analytical skills
•    Excellent problem resolution skills
•    The ability to work independently with a flexible schedule; being able to prioritize multiple projects and requirements to include customer visits, follow-up work, formal documentation of the accomplishments and internal support requests
•    Demonstrated knowledge of the Lodging/Hospitality industry and relevant work experience
 
Overnight Travel Requirements.  Type: All modes of transportation, percentage 25-50%, length: 1-2 nights
 
Years of Relevant Experience.   8-10 years of experience
 
Education Requirements.   BS/BA in relevant field preferred 

Benefits

COMPENSATION: The salary rate for this position ranges from $85,000 to $122,000 depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. This is Aramark’s good faith and reasonable estimate of the range of compensation for this position as of the time of posting.

 

BENEFITS: Aramark offers a wide array of comprehensive benefit programs and services including medical, dental, vision, and work/life resources to our benefits-eligib