Senior National Accounts Service Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and implement emergency and scheduled replacement tasks along with preventive maintenance agreements for commercial National Accounts clients.

• Collaborate with the Sales Team to identify and select Commercial Service Providers in key markets.

• Establish cost benchmarks for labor and material negotiations associated with projects.

• Examine and address discrepancies in labor and material invoices compared to service-provider installation estimates.

• Administer the grading process for Commercial Service Providers based on quality, delivery, and pricing.

• Supervise CRM and tracking platforms, including Syteline and Service Channel, to ensure account information remains precise and up-to-date.

• Manage and resolve emergency and non-emergency commercial service issues through phone, email, and service-management systems.

• Implement Rinnai’s customer-service philosophy with National Account clients, service providers, prospective service providers, and distribution contacts.

• Develop troubleshooting guides for Rinnai products and frequently used competitive models.

• Instruct National Account Coordinators on utilizing troubleshooting guides to restore hot water via phone whenever possible.

• Cultivate account-management relationships with clients.

• Build collaborative relationships with representative agencies, distributors, and Area and Regional Sales Managers for call execution and dispatch.

• Identify essential product and part details for key accounts and input orders into Rinnai’s MRP system.

• Utilize technology, product literature, and established protocols to address commercial customer inquiries.

• Follow up on ongoing account-related matters and escalate issues within the organization when necessary.

• Address customer emergencies and provide updates during the rotating 24/7 on-call schedule.

• Carry out additional duties and responsibilities as needed.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• At least 10 years of dispatch experience in a fast-paced, multi-tasking environment, including job costing, project management, account management, sales support, or other relevant customer service roles.

• Management experience is advantageous.

• Pre-existing connections with key service providers in significant markets across the US.

• Understanding of market-based pricing for labor and materials by job type.

• Proven track record in effectively servicing direct customer accounts in a multi-channel environment.

• Proficient in Customer Resolution Techniques for successfully navigating challenging customer situations.

• Prior knowledge of Rinnai America’s product line and customer interaction protocols is preferred.

• Technical repair experience within the plumbing or appliance sectors.

• Water heating experience is preferred.

• Confident and professional telephone communication skills.

• Exceptional verbal and written communication abilities.

• Capability to establish and maintain relationships with key accounts, sales representatives, customers, and staff at all levels.

• Skill in negotiating towards mutually beneficial solutions.

• Strong time management skills with the ability to listen and follow through with accuracy and urgency.

• Proficient in MS Office, including Word and Excel.

• Ability to create and utilize spreadsheets.

• Competence in performing mathematical calculations for cost and profit analysis in proposals.

• Demonstrated ability to proactively follow up until tasks are completed.

• Self-directed with a timely approach to following up on active projects.

• Ability to identify continuous improvement opportunities.

• Proficient in sorting through complex data, prioritizing, and resolving multiple layers of information.

• Ability to work collaboratively and effectively within a team while fostering interdepartmental relationships.

• Strong account management capabilities.

• Flexibility and adaptability.

• Ability to plan and operate with minimal oversight.

• Approachable demeanor and ability to build rapport.

• Willingness to participate in a weekly rotating 24/7 on-call schedule, including weekends and holidays.

• Ability to work non-traditional hours as business needs dictate while on call.

🏝️ Benefits

• Medical, Dental, Vision, and Prescription Flexible Spending Account (FSA) options for Medical and Dependent Care.

• Paid Time Off (PTO).

• Floating Holidays (FH).

• Paid Holidays.

• 401(k) Plan with Company Match.

• Company Paid Life Insurance.

• Voluntary Life Insurance.

• Short- and Long-Term Disability.

• Professional Development.

• Tuition Reimbursement.

• Annual Incentive Plan (AIP).

• Referral Bonuses.

• Paid Volunteer Community Service Day.

• Tobacco and Drug-Free Campuses.

• Discounts for employees, family, and friends.