Customer Account Manager

Customer Account Manager

Who We Are

For 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 a CUSTOMER ACCOUNT MANAGER to lead a multi-disciplinary team in delivering top-notch service to customers. The role emphasizes nurturing strong customer relationships, ensuring quality control, optimizing team performance, enhancing operational efficiency, and effectively coordinating service schedules.
• Option to work in-office, remote, or remote hybrid. Would need someone located within the Eastern Time zone.

What You’ll Be Doing

• Customer Relationship Management:
  • Build and maintain a strong working relationship with the customer.
  • Address and resolve customer concerns proactively.
  • Ensure all customer requirements and expectations are met or exceeded.
• Service Coordination & Planning:
  • Review and oversee daily work order notes.
  • Coordinate technician assignments for quoted work and suggest modifications when necessary.
  • Collaborate with the Service Manager to provide inputs on technician staffing levels.
  • Lead planning for project work.
• Quality Management:
  • Monitor and review KPIs to drive continuous improvement.
  • Identify and address potential quality control lapses
  • Develop and share After Action Reports on quality control lapses to prevent recurrence.
• Billing Management:
  • Review and verify invoice compliance before forwarding to the billing department.
  • Handle and resolve any invoice disputes in a timely manner.
  • Engage in collections for past due invoices.
  • Make necessary adjustments to work orders to ensure compliant and accurate invoicing.
• Operational Review & Improvement:
  • Examine service estimates to ensure competitiveness and profitability.
  • Work closely with the field service lead to ensure service delivery meets or exceeds standards.
  • Continuously review processes for potential improvements.

Who You Are

• Minimum of 5 years in customer account management, preferably in the commercial service or construction industry
• Excellent written and verbal communication skills.
• Proven leadership abilities with experience guiding and motivating teams.
• Strong analytical skills with the ability to interpret data to inform decisions
• Demonstrated experience in building strong customer relationships and resolving conflicts.
• Detail-oriented with a focus on process improvement and efficiency.
• Ability to adapt in fast-paced environments.

What’s Great About This Job

At Advanced Commercial, we ask a lot of our employees, which is why we give so much in return. In addition to your low-cost medical/dental/vision plan and matching retirement plan, we’ll shower you with perks, including:

• Learning: We invest in our people by providing extensive learning opportunities. Training classes, peer forums, seminars, books, ebooks, audio books: we’re big on continuing ed.
• Technology: An iPhone and laptop is provided as well as access to the latest technology.
• Food and Drinks: Lunch is provided daily. Save hundreds of dollars on food and drinks each year, thanks to our well-stocked kitchen.
• Location: Enjoy our new, modern office with a mix of spaces to focus, brainstorm, and learn.
• Wellness: Want to work out at lunch or take a walk on your break? There’s plenty of room to walk, stretch, or workout in our warehouse or surrounding grounds, with a private shower available if needed. Plus, we’ve got desks that convert from sitting to standing.
• Happiness: Our #1 core value is "Take Care of People". We strive to make every employee feel valued and respected, so come as you are. We’ll support you in being the best You can be!

What’s Next

Let’s get you onboard!