Account Operations Specialist II

Description

An account operations specialist is responsible for overseeing the day-to-day operations of a specific customer accounts, ensuring smooth functioning by managing tasks like order entry, reporting, customer communication, process improvement, and monitoring key performance indicators (KPIs) to maintain high customer service standards and satisfaction; they act as the primary point of contact for customer needs, coordinating with internal teams to resolve issues and deliver timely results.

• Customer Account Management:
  Managing all operational aspects of assigned customer accounts, including order entry, being the point of contact. Includes phone calls/texts, direct face-to-face contact, lunches, invoice signing.
• Performance Monitoring:
  Tracking key performance metrics (KPIs) like response times, accuracy rates, and customer satisfaction levels to identify areas for improvement.
• Reporting and Analysis:
  Tracking customer interactions via CRM, updating order information, and reporting data to the store manager.
• Process Improvement:
  Identifying opportunities to streamline workflows, automate tasks, and enhance operational efficiency within customer accounts and reporting to store manager.
• Communication and
  
  Collaboration:
  
  Acting as the primary point of contact for customers, addressing inquiries, resolving issues, and coordinating with internal teams to meet customer needs. Communicating additional revenue opportunities to store manager and business development team.
• Data Management:
  Maintaining accurate customer information within internal databases and CRM systems.

• Strong analytical skills and ability to interpret data
• Excellent communication and interpersonal skills to interact with customers and internal teams
• Detail-oriented with a focus on accuracy and quality
• Proficiency in Profit 21 and CRM system
• Problem-solving and decision-making abilities to address customer concerns effectively.

• Receive calls directly from the customer and input the order into P21.
• Be the point of contact for assigned accounts. Includes phone calls/texts, direct face-to-face contact, lunches, and invoice signing.
• Frequency of contact and type of contact with accounts will be determined by CRM.
• Required to be at the office 8am-5pm unless out making face-to-face contact with the customer. The estimate is 80% in the office and 20% out of the office; scheduling can be changed by the store manager.
• If an order is received while out of office, the order will be transferred to an AOS peer.
• Face-to-face/out-of-office time is coordinated with the store manager and peer in the AOS role.
• Once orders are entered into the system, they are passed to the AOS level 1/delivery team.
• Orders are monitored via system status changes and truck GPS data to ensure timely deliveries.
• Report to store manager.
• Attend OPS L-10.
• Time off requests, concur, etc sent to store manager.
• Proactively call customer accounts on rig move days to promote timely order communication.
• Currently assigned trucks will stay as is but be made available to other members of the AOS team.