Account Services Manager - Lawrenceville, Georgia
This position is responsible to ensure the service expectations for the assigned account(s) are defined, measured and met by the operations teams. This position develops and maintains customer relationships, is a trusted customer advisor impacting their business decisions and is the liaison and customer advocate within Ruan.
Support operations objectives by contributing information and recommendations, preparing action plans, implementing production, productivity, quality and service standards, resolving problems, completing audits, identifying trends, determining system improvements, implementing change.
Monitor and analyze Key Performance Indicators as measured against customer and company goals. Review ongoing performance results and recommend appropriate corrective action; escalate as appropriate. Recommend and implement process and service improvements by interfacing with operations staff, customer and support departments.
Improve customer service quality results by evaluating and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, implementing change.
Develop and maintain effective business relationships with all key customer stakeholders.
Continually investigate, introduce and support continuous improvement efforts. Ensure effective and efficient workflow and communications processes are in place.
Manage and support a variety of projects and initiatives that impact customer and operation performance.
Performs other duties and special projects as required.
Bachelor’s degree or equivalent experience
Course(s) of study: Business, Logistics, Transportation, Manufacturing, Distribution or Engineering
3-5 years’ experience;
Type of experience: Industry and management experience. Experience in a distribution / manufacturing or multi-stop transportation environment highly desired. Direct experience in process improvement preferred.:
Must have had previous management responsibilities with proven ability in problem solving, team building and decision-making. Requires an understanding of the industry and proven ability to provide service and support. Must be willing to commit to teamwork and superior customer service. Must have good interpersonal and relationship management skills and demonstrate cooperation and teamwork in accomplishing goals and objectives.
Needs demonstrated expertise in interacting, communicating, and motivating all levels of employees and management through excellent written and verbal communication skills. Must have proven innovation and problem-solving skills. Must have excellent written and oral presentation skills. Needs ability to set priorities and accomplish tasks. Ability to manage multiple responsibilities. Ability to listen, understand, and respond to external and internal customers’ needs in a timely manner. Ability to work the time necessary to complete projects or meet deadlines. Must have a working knowledge of MS Office products. Requires strong analytical and computer skills. Must have good interpersonal and relationship management skills. Needs ability to identify and implement continuous improvement processes.