Strategic Account Specialist

Position Summary

Strategic Account Specialist role is aligned under Customer Care and assigns managerial responsibility to an A1 tier customer or customer base designed to enhance and promote Differentiated Services & Overserve modeling. The primary function of a Strategic Account Specialist is to provide managerial oversight and relationship management that drives “Best In Class” performance to our most important and influential customers. As a Strategic Account Specialist you will foster strong relationships with Sales, Planning, Operations, Pricing, Customer Care, Engineering and a variety of other groups within Regal Rexnord.

The ability to influence without having direct responsibility is a critical characteristic for success in this role along with a dynamic sense of VOC (Voice of Customer) & VOB (Voice of Business) that drives situational awareness between the two, both internally to Regal Rexnord and externally to the customer.

• Fulfillment Request Management
  • Drive process fulfillment practices that facilitate and result in Customer Scorecard improvement organically within the Regal Rexnord product portfolio aligned with supported customer needs
  • Proactively engage customer by providing meaningful status updates relative to cycle fulfillment
  • Engage internal business partners, as necessary, to drive fulfillment awareness relative to cycle fulfillment milestones
  • Initiate awareness and facilitate escalation matrix deliverables in accordance with missed milestones
• Data & Reporting
  • Develop and maintain account health dashboard derived from meaningful data elements that speak to an “Effortless Customer Journey”
  • Report overall customer health to Customer Care Management and Sales on a monthly cadence
  • Schedule M ’s (Monthly Business Reviews), with customer and Sales, to report on data & dashboard while driving a relationship building environment
  • Work with Sales and Product teams to help grow Regal Rexnord’s product portfolio consistent with identified needs of the customer
• Growing Company & Product Value
  • Deliver timely solutions to customers issues by proposing product and service changes or creating procedures for resolution
  • Identify specific market trends and level of customer knowledge to strengthen partnerships and achieve long‑term customer loyalty
  • Embraces industry practices and utilize appropriate business tools to drive results
• Metric Deliverables (KPI’s & SLA’s) within assigned customer base
  • CES (Customer Effort Survey) - Internal RRX
  • Customer Scorecard Improvement – External Customer, aligned to how they score us, and can include but not limited to:
    • Ontime Delivery % - OTD
      • Promise%
      • Required%
    • Past Due Aging
      • Lines
      • Dollars
      • # Times Re-promised
    • Quality - DPPM
    • Lead Time Performance Historical & Versus Want Date
    • Absolute Fill Rate (% of full order fulfillment vs. partial)
    • Pricing Accuracy
    • Invoicing Accuracy
• Collaborates with Sales, Planning, Operations, Pricing, Customer Care, Engineering etc.
• Follows SAS SOP’s that drives a consistency approach to the SAS program
• Drive end of month/quarter revenue goals
• Establishes fulfillment prioritization commiserate with Quad 1 products
• Provides Customer Service management feedback on program needs, training and development
• Drives change within the program by establishing or contributing to #CI and Kaizen events where applicable
• Attends Sales quarterly meetings

• Bachelor’s degree and at least 5 years of business‑related experience required
• Degree in Industrial Technologies, Mechanical Engineering, Industrial Distribution or other technical‑based degree preferred
• Previous Customer Service or Sales experience in a manufacturing or technical industry is beneficial
• Solid communication and soft skills are required
• Strong technical and mechanical aptitude with ability to work in a team environment required
• Above average interpersonal and influence capabilities with a focus on time management required
• Proficiency software skills, Windows operating systems, Microsoft applications/spreadsheets, customer relationship management and various data reporting tools necessary
• Experience in manufacturing, terminology and continuous improvement helpful,…