The purpose of the Regional Account Specialist Supervisor role is to manage a team of 6-10 Account Specialists, provide day-to-day direction of their activities and monitor their performance metrics; work with personnel from other departments to resolve critical and complex issues; develop and implement departmental procedures; and manage Account Specialists to ensure that World Class customer service is maintained. The Regional Account Specialist Supervisor is also responsible for managing and motivating Account Specialists to provide the highest level of customer service to both internal and external customers.
Anticipated deadline to apply: 11/3/24. This deadline is Johns Manville’s good faith estimate of when the application will close. Johns Manville may extend the deadline and will update this posting promptly if it is extended.
Your Day-to-Day:
- Assess Advocates performance and provide timely feedback on development opportunities designed to enhance service quality and employee growth
- Conduct monthly one-on-one sessions with Account Specialists to review monthly service metrics and to provide performance feedback
- Monitor team and individual service metrics weekly and monthly
- If results are below target, develop and implement plans for improvement
- Provide weekly report of activities on the above to the Manager
- Prepare and deliver semi-annual performance evaluations; recommend annual salary increases and bonus amounts; and communicate to employees
- Work with Account Specialists to develop plans for continuous improvement through training and other career development opportunities
- Coach and motivate employees to succeed in current role
- Work with Manager to develop and execute disciplinary action when necessary.
- Hire and on-board new Account Specialists
- Manage documentation of policies and procedures, ensuring that they are current and communicate changes to team in a timely manner
- Provide timely direction to employees regarding operational issues as they arise and develop and implement ad hoc temporary processes and procedures
- May be required to perform other related duties as assigned
What You Bring to The Team:
- BA degree or equivalent with minimum 3 years of experience. Prior experience leading or supervising employees preferred.
- Strong interpersonal, verbal and written communications skills
- Solid analytical and decision-making skills with the ability to think through complex issues
- Proficient in Microsoft Word, Excel, Outlook
- Solid Software knowledge: DCS, SharePoint, SalesForce, CURE, SAP and Cisco phone system
- Solid knowledge of Accounts Receivable concepts for deduction resolution
- Solid attention to detail
- Expert organizational prioritization skills
- Solid ability to multi-task
- Expert ability to work in a team environment as well as independently with limited supervision
- Solid product knowledge
- Solid problem resolution and negotiation skills
- Solid listening skills
- Expert relationship building skills with internal external customers
- Working knowledge of SAP or ERP systems
- Manages a staff of 6 - 10 salary employees, sets direction and deploys resources. Responsible for performance evaluations, pay reviews, hiring and terminating.
- Minimal travel required (0 - 10 days per year)
- Work environment is typical of an office setting
