National Accounts Program Supervisor

The National Accounts Program Supervisor is responsible for supervising, monitoring, and providing leadership to the National Account Program Coordinator staff. The Supervisor is responsible for the management of account relationships and the timely execution of all customer requests/inquiries to ensure total customer satisfaction.  This position will function as the single point of contact and liaison responsible for coordinating between Customers, Corporate, Site Locations, Service Providers, Accounting, and Senior Management.

 

Responsibilities of Position:

• Implement and promote key performance indicators (KPI) to reward productive employees. Supervise, coach and train team in alignment with the objectives of the business unit, individual performance standards, and as directed by senior management.
• Prepare and submit quarterly reports accurately and timely on client performance. (Major issues, profit/loss, improvement recommendations). Responsible for profit and loss of each customer.
• Compile quality assessment results for each customer to be presented every six months. Develop action plans for low customer QA scores.
• Assist Customer Service Representatives (CSRs) in troubleshooting areas of concern. This includes follow-up and assisting in the resolution of current issues.
• Work as the liaison between all levels of Client personnel, Third Party Haulers, and Internal Management Team.
• Promote “New Customer’ sales through personal/professional contacts and oversee/coordinate all new business implementation, review customer contracts to ensure consistent pricing methods and contract compliance. 
• Increase profits/cash flows by reducing billing errors by ensuring invoices are accurate before due dates.
• Monitor and manage the accounts receivable aging status to ensure collections per company terms and reduction of accounts receivable aging to thirty days or less.
• Maintain pending work/proposal file for regular follow-up.
• Contribute to the sustained growth of the team and the company by promoting the abilities of the company to expand services and coverage areas with Third Party Service Providers.
• Responsible for all aspects of client support; manage and maintain customer account records, including service contract documents, project estimates, and correspondence.
• Interaction with Management to set policies and procedures for National Account Customers.
• Ensure personal accessibility and provide outstanding customer relations satisfaction with both internal and external customers.
• Assist with special projects and assist others in the department as needed.
• Perform all tasks in a safe manner in compliance with all local, state, and federal regulations and company policies.
• Other duties as assigned.

 

Skills & Abilities Needed for Position:

• Possess excellent presentation, negotiation and communication skills, oral and written.
• Must be self-motivated and able to work independently, in a team, or lead a team to meet or exceed goals.
• Must be organized with good time management skills with the ability to multi task within a fast-paced environment.
• Possess proven analytical/problem-solving solutions for the customer and the company. 
• Computer proficiency in Windows and Microsoft Office Bundle applications, Lotus Notes; i-Pak database or similar software experience is preferred. 
• Ability to demonstrate good leadership skills and build teams. 
• Ability to maintain a positive work atmosphere by performing and communicating in a manner that promotes good relationships with customers, co-workers, and management.

 

Physical Requirements in a Regular workday:

• Continuously Sitting in Office Environment.

 

Additional Working Conditions/Aspects:

• Ability to work flexible hours; expected to work nights and weekends as needed.
• Must be available for 24-hour emergency calls.
• Legally eligible to work in the United States.
• Valid driver’s license (if applicable).
• Must successfully complete pre-employment testing.
• Must be able to read and speak the English language.

 

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Rumpke Waste and Recycling is committed to equality in all aspects of em