Account Manager III - Fullerton, United States - Corovan

Description

$78,520 - $87,360 / yearly


SUMMARY:

Reporting to the Operations Manager or Transportation Manager, the Account Manager III is responsible for the management of the customer account with regards to customer satisfaction, profit margin, quality, and safety.

He/ she builds and maintains relationships with key customer contacts and understands how they want to report progress and accomplishments, manage tickets/requests, communicate and plan for future work.

In addition, the manager will build effective working relationships with subcontractors and other vendors, including security, furniture vendors, construction contractors and facility managers.

He/she also manages employees assigned to the account, focused on employee engagement, and managing them in compliance with all company's policies and procedures.

The Account Manager is also responsible for reporting and escalating any related issues about the account to the Transportation Manager.

Account Manager III is responsible for large-sized moves and installation projects where an Account Manager.

He/she oversees large move and install crews to complete projects for commercial customers with high customer satisfaction and responsiveness to customer requests.

He/she also trains staffs to ensure quality work is performed. Responsible to ensure the customer's satisfaction.
This role also includes managing a staff of up to 60 direct reports.

This position will also have the responsibility for developing and implementing strategies to improve employee engagement to foster a positive work environment for their direct reports.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Main Duties:
Prepares weekly work order processing report.
Responsible for weekly purchase order tracking and reporting. (monthly)Reviews and approves all project related planning, scheduling and communication.
Attends weekly customer planning and scheduling meetings for daily and project requirements.

Obtains daily work assignments from onsite Project Manager & Administrative staffs and ensures all projects and work orders are staffed properly.

Review daily, weekly, and monthly work orders and projects with Transportation Manager, on site security, facilities and any other vendors involved, and ensures complete planning and oversight is developed for all work requested.

Attend weekly review with customers, facilities and securities and communicate progress, updates, issues, and being willing to have constructive conversations re:
any issues the customer has or complications that need mutual discussion.
Develop best practices for managing work and resolve issues reported.
Develop and maintain customer's onsite requirements for policies, procedures, safety, and securities.
Attend weekly transportation coordination meeting with Operations Management.


People Management:
Lead the billing team of both direct and indirect reports to perform daily functions of billing and cash applications.
Provide supervisory coaching and guidance to the Transportation team.

Develop performance standards to measure and give feedback to each employee and provide annual performance reviews to each team member including providing any necessary coaching and counseling.

To hire, train, schedule, support, review, and coach employees directly accountable to his/her/their position and to maintain the highest possible level of employee morale and department productivity.

Manage timekeeping system approvals to ensure payroll and timesheets are accurate for their direct reports and manage exceptions.
Organizes and oversees the schedules of employees.
Partners with Human Resources to handle discipline and termination of employees in accordance with company policy.
Update monthly department SMART goals in the Ally software program. Act as a catalyst for change and improvement in performance and quality utilizing Six Sigma methodology. Ensure established policies and procedures are adhered to in accordance with company procedures and guidelines.
Provide leadership to the team and set a culture of engaging and respecting employees.


Customer Relations:
Act as point contact person for all accounting escalation issues and resolve them in a timely manner.

Must be courteous, helpful, and professional to all existing and potential customers, by interacting with customers in person and via telephone, fax, and email to ensure complete customer satisfaction in all matters related to the operation.

Maintain excellent customer service with the customers, vendors, sales, transportation, and operation teams to establish solid relationships.


Training:
Participate and lead Six Sigma projects, as required to improve processes and efficiencies.
Determine the training needs of team and may provide training.
Accountable for the management and development of the leadership team.
Promote Corovan's Mission and Vision Statements.
Continuously promotes compliance with company policies and procedures.


Employee Engagement:
Ensure interactions with staff and customers are professional at all times to promote company's values and expectations.
Proactively engage team to promote a positive work environment, by developing and implementing engagement plans to retain high-performing employees.
Aligning the culture of the department with the overall company strategy and structure.


Safety:
Ensure the highest standards of safety, productivity and customer service are exceedingly daily

Other Duties:
Other duties to meet business needs and requirements as assigned.
Works with confidential data, which, if disclosed, might have significant internal or external effect.
Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.


QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


COMPETENCIES:
CUSTOMER SERVICE

• Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

TEAMWORK

• Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

MANAGERIAL

• Strong Leadership capabilities with experience in recruiting talent and building an effective team.

Experience coaching to subordinates. Strong result-oriented and can-do attitude.
ORGANIZATION SKILLS

• Organization skills with ability to juggle multiple assignments and tasks, including attention to details, and the ability to prioritize in a changing environment.

Excellent time management skills.
INTERPERSONAL SKILLS

• Strong interpersonal (verbal and written) communication skills, positive attitude, flexibility, and an eagerness to learn new things.

LANGUAGE SKILLS

• Ability to read and interpret documents written in English such as manuals, procedures, and work instructions.

Ability to effectively communicate well with customers and coworkers.
MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Ability to deal with problems involving several concrete variables in standardized situations.
COMMUNICATION SKILLS

• Ability to effectively communicate with potentially stressful and/or emotional situations.

Outstanding customer-oriented skills.


OTHER SKILLS:
Exceptional problem solving and decision-making skills.
Ability to multitasking and able to meet deadlines.
Excellent customer service skills and interpersonal skills.
Project and team management/leadership skills and experience. Proven ability to work effectively in a team environment with associates. Capability of effective planning and priority setting. Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.
Excellent analytical ability.
Must be detail oriented.
Familiarity with six-sigma or other quality improvement processes.
Ability to handle and safeguard sensitive and confidential information.

Familiar with and able to train others using various moving equipment and its proper usage such as dollies, carts, pads, straps, pallet jacks, forklifts, ramps, lift gates, and all specialty equipment including but not limited to roll-a-lifts, Genie lifts safe jacks, J bars, etc., etc.

Familiar with basic systems furniture nomenclature and be able to identify upon sight, the major lines of the three major manufactures:
Steelcase, Herman Miller, and Haworth.
Familiar with project management reports such as Gantt and Pert charts and understand and interpret cut sheets.
Able to produce detailed inventories of all goods exposed to on O&I and install projects.

Able to accurately estimate small move and install projects to determine manpower, trucks, and equipment necessary to complete the tasks required.

Able to enter data into the Corovan Order Entry System and be able to perform planning & dispatch functions if necessary.

Has an understanding of space planning fundamentals and building code.

Able to conduct a customer pre-move meeting, post destination signage and communicate all standard move and install protocol to the customers.

Familiar with laboratory moving including packing of lab equipment, fine tune and detail work, PC disconnect and reconnect and must possess good customer service skills.

Familiar with the O&I (Office & Industrial) move process and understand the move labeling and directional signage.


EDUCATION and/or EXPERIENCE:

Required:

BA/BS degree in Project Management or Business Administration, or a combination of education and equivalent experience may be substituted for Bachelor's degree.

Minimum 5 years' experience in Account Management.
Strong supervisory or managerial skills to lead a Transportation team.
Advanced MS Excel knowledge.
Proficient in MS Office applications.
Expert knowledge of Microsoft Office Suite.
Valid California driver's license and driving record that meets the company's insurance carrier requirements.

Must have two (2) years of warehouse experience using various moving equipment and its proper usage such as dollies, carts, pads, straps, pallet jacks, forklifts, ramps, lift gates, and all specialty equipment including but not limited to roll-a-lifts, Genie lifts safe jacks, and J bars.

Preferred:
Prior experience in a senior or leadership role.
Service industry experience highly desirable.
Experience with process improvement teams.


PRIMARY LOCATION:
OC branch, but ability to travel throughout the County as needed

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Individuals are required to be able to sit or stand for long periods as needed throughout the day.


Walking:
May require walking primarily on a level surface but may include walking on uneven or inclined surfaces for lengthy periods throughout the day, often up and down stairs

Handling:
Seizes, helps, or works with hands

Lifting:
Proper lifting techniques required. May include lifting up to 75 pounds and pushing or pulling up to 150 pounds throughout the day. Pushing or pulling assignment may need to be done with inclines. May also include climbing or descending stairs while carrying goods up to 50 pounds.


Reaching:
Extend hands and arms in any direction, reaching above shoulder heights, below the waist or lifting as required

Standing:
Remains in standing position if required to perform various functions of the job

Stooping:
Bends body downward and forward by bending at knees or waist

Vision:
Reads paperwork and records on the computer

Talking:
Communications by phone, email, text, and in person

Sitting:
May be required to sit at desk. May sit for long periods of time.


Stairs:
May also include climbing or descending stairs while carrying goods up to 50 pounds

Heights:
May include working at height on a loading dock up, or on a lift-gate

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The performance of this position may occasionally require exposure to the manufacturing, assembly, and construction areas and under certain conditions require the use of personal protective equipment such as safety shoes, safety glasses with side shields and/or hearing protection.

This list is not all inclusive.


Temp/Weather:
Works in either 1) Office environment - for the most part ambient room temperatures, lighting, and traditional office equipment, and 2) Warehouse - may be exposed to cold temperature, and 3) Outside - may be exposed to wet and/or humid conditions, outside weather conditions and extreme cold

Noise:
Works in office, warehouse, or outside environment, with constant or intermittent noise

POSITION TYPE/EXPECTED HOURS OF WORK:
This is a full-time, Exempt position.
Employees may be required to work late evenings or weekends depending on the business needs.


TRAVEL:
This position required 10% of time to travel around the local area.
A valid CA Driver's License is required for this position.


AAP/EEO STATEMENT:
The Company provides equal employment opportunities to all employees and applicants for employment activities and prohibits discrimination and harassment of any type, based on their actual or perceived: race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age (40 and over), sexual orientation, Civil Air Patrol status, military and veteran status and any other consideration protected by federal, state or local law (collectively referred to as "protected characteristics")

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.


REASONABLE ACCOMMODATIONS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

41 CFR c)