Sup II - Commercial Accounts in Clearwater, FL at PODS

Date Posted: 6/17/2021

Job Snapshot

Job Description

JOB SUMMARY

 

Responsible for the overall performance, productivity and motivation of assigned Commercial Account Specialists and other Support agents reporting to this position. Manage internal and external customer problem/resolution.  Coordinate resources within team and identify additional resources/stakeholders to plan and complete large-scale projects with SMB, Regional, and National Accounts.  Work with Commercial Sales/Service leaders to execute growth strategy.  Responsible for team’s attendance, performance management, and assisting with customer escalations as necessary.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

  • In conjunction with sales teams present to and close new accounts in a specific vertical.
  • In conjunction with Accounts Receivable and other departments develop special process and procedures for billing and other components of servicing accounts.
  • Receive and manage to close escalations from team.
  • Work with manager to develop new processes and procedures to reduce cost of maintaining accounts.
  • Develop and deliver vertical-specific training to new sales partners and other key internal stakeholders
  • Supervise a team of approximately 6 – 15 direct reports.
  • Provides coaching and on-going feedback to ensure highest levels of customer engagement, satisfaction, and inter-departmental collaboration.
  • Analyzes metrics to ensure workforce alignment with goals and objectives
  • Monitor and coach to standards, metrics, performance criteria, policies and procedures in order to continuously improve productivity and performance
  • Maintain strategy to ensure customer satisfaction in all customer interactions
  • Ensure adherence to process methodologies to maximize performance and productivity
  • Provide team motivation and development to maximize performance
  • Responsible for weekly payroll review and submission to ensure correct entries in a timely manner
  • Monitor and track agent’s attendance and punctuality
  • Prepare documentation for counseling, attendance issues, time off requests, contact summaries
  • May perform other duties and responsibilities as assigned

 

 

 

 

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

  • Typically reports to Management. Direct supervisor job title(s) typically include: Manager – Commercial Sales and Service
  • Job is directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management). This position may have supervisory responsibilities i.e. (temporary help, or part time employee).

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • High School diploma or equivalent, some college desirable
  • 3-5 years’ experience working with Commercial Accounts
  • Proficiency with Microsoft Office products
  • Experience with Microsoft AX is desirable
  • Minimum 2 years Supervisory experience; OR demonstrated leadership as an agent within the company

PHYSICAL REQUIREMENTS

  • Ability to sit at a desk and use a computer for up to 8 hours a day; Ability to use hands and fingers to type on a keyboard and use a mouse to navigate; Vision sufficient to view small details on a computer monitor
  • Ability to stand and walk up to 8 hours a day; ability to stoop, bend and lift boxes weighing up to 50 lbs.
  • Ability to hear and verbally communicate using a telephone handset and/or connected headset device
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