Account Support Manager

Staffmark Workforce Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances located in Plano, TX.

Account Support Manager

Top Skills:

1. Communication

2. Presentation

3. Business acumen

Summary:

Responsible, under minimal supervision, for serving as the primary customer interface and service program manager. Fully accountable for tactical delivery and execution of Strategic Objectives for an assigned customer account(s). Act as Care's key strategic interface with carrier and sales account team.

This role is responsible for reporting and forecasting business performance. This role is responsible for daily customer satisfaction with Samsun post-sales support activities for product handling. Individual contributor that is fully proficient in applying established standards; knowledge base acquired from many years of experience in a particular area. Works independently and considered a seasoned and experienced professional with an adequate understanding of own job area. Determines approach to work, and is monitored/supervised based more on a milestone basis, and at key deliverable junctures.

Responsibilities:

* Assist in reporting results and forecasting anticipated areas of concern.

* Assist in negotiating Contractual Terms and Conditions with Trade Customers for Reverse Logistics, Seed Stock, and Product Performance.

* Assist in negotiating the reduction of penalties associated with product and service performance.

* Improves key performance metrics between clients and customers by developing a deep understanding of the customers' business.

* Conduct regularly scheduled meetings and ad hoc communications with key personnel in the customer's various business units/operations.

* Applies advanced technical knowledge of departmental principles and procedures.

* Performs work within company and regulatory guidelines.

* Proactively communicate and collaborate with internal stakeholders to gather, analyze, and report required/relevant business information.

* Critically evaluate information gathered from multiple sources, translate high-level information into reportable details, and make strategic recommendations to Carrier Partner & Director

* Provide reporting and consulting support for weekly carrier quality and reverse logistics calls.

* Takes the lead in improving key performance metrics between clients and customers by developing a deep understanding of the customers' business & driving action items to resolution.

* Provide Executive-level reporting on device quality, returns/defect rate performance, Carrier KPI/Scorecard efforts, and other initiatives.

* Removes obstacles and proposes alternative ways to meet needs if required to deliver exceptional service.

* Champions initiatives that deliver customer satisfaction and promote the value of direct contact/joint activities.

* Drives accountability to support teams on issues related to the development of overall business performance.

* Translates the strategy into a clear direction for the business, engages other teams with a clear direction, goals, and targets, and drives tactical execution.

* Virtual team leader for all customer care-related matters assigned to customers.

* Cooperates directly with Trade Customers and Account teams relating to Care and product areas.

* Implements, drives, and is responsible for all business improvement activities in surpassing KPI's

* Deploys Care activities agreed in Account plans.

* Responsible for customer support management.

* Contributes to Care services development by gathering New Business Opportunities and Requirements from Trade Customers and Account teams.

* Acts as a Care function lead in client Sales account activities.

Requirements:

* A High School Diploma or equivalent with 8-10 years of directly related experience or a Bachelor's Degree with 5~7 years of experience is required. MBA preferred.

* Prior experience in service administration and/or customer service preferred.

* 7+ Years of Telecom or equivalent experience in the electronics industry.

* Proficiency in MS Office including Excel, PowerPoint, Outlook, and Word required.

* Ability to develop and maintain excellent leadership skills including proactive employee, coworker, and customer working relationships with all appropriate levels within and outside the company.

* The ability to provide clarification and understanding and to influence others in acceptance and approval of ideas and plans.

* The ability to manage, plan, organize, assign, schedule, and prioritize multiple work assignments and projects as directed.

* Must be able to communicate in writing through email and reports, or orally for internal and external communications at all management and staff organizational levels for both persuasion and/or the communication of technical information.

* Demonstrated ability to research, prepare, analyze, and deliver data to support the management of the business

Staffmark talent working with this client receive competitive compensation and a great benefits package including medical, dental, vision, 401K, and Paid Time Off plus more!

Click "Apply Now" to connect with our recruiting team!

After you have applied, download our Staffmark Group WorkNOW App to receive real-time job offers and apply for additional opportunities. You can download it from the App Store or get it on Google Play.

Staffmark is committed to providing equal employment opportunity for all persons regardless of race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, age, marital status, national origin, ancestry, citizenship status, pregnancy, medical condition, genetic information, mental and physical disability, political affiliation, union membership, status as a parent, military or veteran status or other non-merit based factors. We will provide reasonable accommodations throughout the application, interviewing and employment process. If you require a reasonable accommodation, contact your local branch. Staffmark is an E-Verify employer. This policy is applicable to all phases of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment.

All employees are directed to familiarize themselves with this policy and to act in accordance with it. All decisions with respect to employment matters and other phases of employer-temporary employee relationships will be in keeping with this policy and in accordance with all applicable laws and regulations.