Customer Account Manager
Atlanta, GA RegionWho We AreFor almost 20 years, Advanced Commercial has taken care of companies with refrigeration and cold storage needs. Our customers are the premier brands in the food, beverage, and biomedical industries. They count on us as their reliable one-call solution for keeping their facilities, plants, and equipment up-and-running. We are the coolest company you’ll apply to today!In our commitment to never stop improving, we partner with several organizations to ensure employees have extensive learning experiences.
Plus, we value a good work ethic and those seeking stretch assignments. We provide new opportunities for motivated leaders. Regardless of where you start, we can get you where you want to be.What We Need
- We are seeking an Atlanta, GA market CUSTOMER ACCOUNT MANAGER to lead a multi-disciplinary team in delivering top-notch service to customers.
- The role emphasizes nurturing intimate customer relationships, maximizing account profitability, ensuring quality control, enhancing operational efficiency, and effectively coordinating service schedules.
- Work is a hybrid office/remote role including time spent visiting customers on-site at their locations.
What You’ll Be Doing
- Customer Relationship Management:
- Build and maintain an intimate working relationship with your customer counterparts.
- Proactively detect, address and resolve customer concerns.
- Ensure all customer requirements and expectations are met or exceeded and confirm customer satisfaction.
- Service Coordination & Planning:
- Lead the development of accurate, competitive, profitable quotes when necessary and ensure rapid quote approval by the customer
- Collaborate with the Service Manager to provide inputs on technician staffing levels and assignments.
- Coordinate with Service Management, Dispatch and Customers as needed to efficiently execute quoted project work and enable pull-through of time and materials work resulting from preventative maintenance inspections
- Quality Management:
- Escalate service delivery issues to Service Management and other Technical leads
- Billing Management:
- Make necessary adjustments to work orders to ensure compliant and accurate invoicing.
- Review and verify invoice compliance before forwarding to the billing department.
- Monitor account profitability and take appropriate action to achieve profit margin goals.
- Handle and resolve any invoice disputes in a timely manner.
- Monitor Accounts Receivable and engage in collections for past due invoices.
- Operational Review & Improvement:
- Actively engage in daily Operations tempo meetings to monitor and review KPIs and drive continuous improvement.
- Examine actual performance against proposals to identify opportunities to improve quoting and service execution.
- Work closely with the Field Service Lead to ensure service delivery meets or exceeds standards and attention is quickly placed on emerging customer technical issues.
- Continuously monitor customer dashboard KPI performance for potential improvements.
Who You Are
- Must be based in the Atlanta, GA area or able to commute on a daily basis to customer locations or our office
- Minimum of 7 years in customer account management with a commercial refrigeration/HVAC/construction company or 10 years customer account management experience in a commercial service or hospitality company
- Minimum 5 years of experience with commercial service industry invoicing and billing, making sure customers are billed correctly per the terms of their agreement.
- Minimum 5 years experience in commercial project management with personal responsibility for Quality, Cost and Schedule performance.
- Desire at least 2 years experience complying with EPA refrigerant tracking per specified regulations and use of approved tracking systems; knowledge of applicable EPA regulations preferred
- Position requires direct experience in a corporate customer facing role with demonstrated competency in converting opportunities into same store sales
- Must have experience working in a matrix environment and leveraging influential leadership with assigned work department employees
