Account Management Team Lead
Navien

Job Info

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Account Management Team Lead

Admin

Irvine, CA, In office position

Full-Time

What We Are Looking For

Coordinate across functional disciplines to achieve customer satisfaction. Achieve performance against customer requirements in accordance with contract obligations, terms and conditions. Ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting purchase order audits, data entry quality, cost, and on-time delivery expectations. Develop and maintain relationships that foster additional growth opportunities and up-sell products as an extension of the sales force. Month end performance tasks to ensure 100% customer invoicing. Mentor, coach and provide guidance to new hires, existing staff to perform order management and account management tasks and responsibility. Meet daily, weekly and monthly goals related to sales orders, returns, inbound calls, and follow-up calls, to provide a high level of service. Promote teamwork within the department and maintain excellent working relations with all other departments.

Essential Job Functions:

• Maintain 100% call center service levels. Handle incoming customer calls, customer incoming email requests and escalations. Mentor and guide team members to resolve calls in a professional manner.
• Maintain and responsible for processing and confirming purchase orders from customers/wholesalers using our SAP system.
• Team Lead, coach, mentor, and evaluate daily tasks. Create and reinforce current workload and backlogs. Delegate work, assignments and follow up with customers.
• Create and generate performance reports in SAP, Call Center and Chat systems to understand where the team and or service levels are unsatisfactory.
• Delegate back orders, inventory and sales order discrepancies.
• Handle and guide staff to handle freight claims and return of wrong product.
• Handle sales return authorization, debit and credit memo requests that contain product return, overages shortages and short payments, complete request form for management and CEO approvals.
• Review and assist accounting team with freight invoice, and price control discrepancies for US and Canadian markets.
• Resolve and identify shipping barscan, serial number and EDI computer issues
• Coordinate freight and parcel shipping with 3PL supply chain vendor.
• Monitor and achieve daily productivity, performances and KPI's
• Handle product promotions, contracts, special approvals, sample orders, and special accounts and new product sales proposals to create new training for processors.
• Coordinate new customer branch accounts work with Sales Managers and Inside Sales teams.
• Assist Marketing with freight orders relating to Co-op and VIP accounts.
• Process invoices and sending invoices to customers as well as receiving any order placements via fax or email daily.
• Oversee month end purchase order audits and reporting functions for assigned region.
• Conduct and assist month end physical inventory with warehouse team.
• Provide factory container purchase order status updates to customers and sales teams
• Back up administration tasks for Account Mgmt. Supervisor and Manager as needed.
• Other duties as required.

Non-Essential Job Functions:

• Direct any incoming calls which may belong to a different department.
• Support and provide assistance in any other department as needed.
• Complete miscellaneous projects as assigned by the supervisor
• Bilingual English/Spanish helpful

Job Requirements:

• AA degree in Business Administration or 3-5 years of customer service and 3+ years customer account management
• Proven customer service experience which included entering orders, handling high volume calls and productivity
• Effective verbal and written communications
• Ability to work in a fast-paced environment and handle high volume of orders same day shipping.
• Excellent interpersonal skills and demonstrated ability to work as a team player

Pay Scale: $30- $33 Per hour + eligible for an annual bonus

Benefits

• PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life Insurance
• Employee-only premium covered at 100%, and dependent premium covered at 50%
• Optional Voluntary Benefits: STD, Hospital, Critical Illness, Accident, Discounted Pet Insurance
• Pre-Tax Flex Spending Accounts: Health and/or Dependent Care
• 10.5 Paid Holidays per calendar year
• Community Involvement Volunteer Day
• 401K Plan, 100% match on employee's contribution, up to a maximum of 5%
• Employee discounts on Navien products
• LinkedIn Learning License

Who We Are

Since 2006, Navien, Inc. has become one of the fastest-growing companies in the home comfort sector in North America and has established itself as the leader in condensing technology, providing condensing tankless water heaters, combi-boilers, and wall-hung boilers. Navien has since grown into the HVAC market with their NPF Hydro-furnace and is now breaking into the water treatment market with the WEC.

Navien has achieved international recognition for its sophisticated engineering and robust designs. Backed by the parent company, KD Navien, with more than forty years of experience with advanced boiler and water heating technology, Navien will continue its mission to provide high-quality products. Navien products are available in the United States and Canada through a selected network of wholesale distributors.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, activities may change or be assigned at any time with or without notice.

Navien, Inc. is an Equal Opportunity Employer

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