Key Account Service Team Manager

Sunbelt Rentals, Inc.; Sugar Grove (IL); On-site; USD 82,000 - 113,000; Full time

Benefits offered by this job

Health, Dental and Vision plans

401(k) Match

Paid time off (vacation, sick, and PTO

Disability insurance

Travel insurance

Tuition reimbursement

Employee Assistance Program (EAP)

Length of Service Awards

Paid Holidays

Paid Parental Leave

Job summary

Sunbelt Rentals, Inc. is seeking a Key Accounts Service Team Manager to lead a dedicated group delivering exceptional customer service in alignment with company policy and partnership agreements.

You will hire, coach, and reward hourly staff, drive process improvements, and work with HR to resolve employee relations issues. The role emphasizes building a high-quality work environment and responsive problem-solving for strategic and national accounts.

Qualifications

• Experience in customer service management and leadership.
• Strong communication and listening skills.
• Industry knowledge of construction and rental sector.
• Proficiency with Wynne POS system.
• Detail-oriented and able to drive process improvements.

Responsibilities

• Oversee daily operations of the Key Account team.
• Coach, hire, and motivate team members.
• Ensure policy alignment with customer contracts.
• Provide performance feedback and training.
• Manage payroll time cards and staffing needs.
• Collaborate on area/process improvement projects.
• Address customer issues per policy and agreements.

Skills

Industry knowledge

Customer service management

Clear communication

Active listening

Change management

Wynne POS

Detail oriented

Tools

Wynne POS system

Job description

Job Description Summary

Manager, Strategic Customer Support Teams

Are you seeking an entrepreneurial, empowering workplace that allows you to:

• Develop a career track
• Leverage your current skills while developing new skills
• Work with an incredible team of people

Sunbelt Rentals--the fastest growing rental business in North America--is seeking a Key Accounts Service Team Mgr.

As a Key Account Service Team Manager, you will provide optimum customer service in line with Company policy and Partnership Agreements in a way that builds and promotes Sunbelt’s reputation for exceeding the customer’s expectations through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.

DUTIES & RESPONSIBILITIES

• Manage daily operations through direction to hourly staff to meet all internal and external customer requirements.
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provide and administers performance feedback and coaching on a regular basis to each team member.
• Ensure availability to employees for providing appropriate coaching, counseling, direction and resolution.
• Ensure employees have appropriate training and other resources to perform their jobs.
• In conjunction with the HR Department, assist on resolving employee relations issues expressed by team members.
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
• Address and deliver disciplinary and/or performance corrective action according to company policy.
• Assist the Senior Manager with daily operation of the Key Account Team to include the development, analyses and implementation of staffing and training needs.
• Work as a member/leader of special or ongoing projects that are important to area/process improvement.
• Manage and approve payroll time cards for hourly staff.
• Manage all Strategic, National and Key Account customer orders and queries in accordance with Company Policy and Partnership Agreements.
• Manage all customer issues in accordance with Company Policy and the Partnership Agreements.
• Manage all customer complaints and route complaints quickly to the Senior Manager when there is difficulty in resolving the issue(s) effectively and on a timely basis.
• Communicate effectively with Strategic, National, and Key Account Managers on their customers’ activity, and ensure that the customers’ requirements are being delivered in accordance to their Partnership Agreement.
• Perform other duties assigned as assigned by the manager.

The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listing The physical demands of this role require bending, squatting, crouching, reaching, lifting 50 pounds or more, and working indoors/outdoors when required by the job. The above description is not a complete listing of all misc, incidental or similar duties which may be required from day to day. Reasonable accommodations may be made to comply with applicable laws.

QUALIFICATIONS

• Good working knowledge of the construction and rental industry.
• Previous experience in a customer service and manager role.
• Communicates clearly and concisely.
• Demonstrates effective listening skills.
• Embraces change and acts on suggestions to improve processes and service levels.
• Demonstrates the ability to effectively utilize Sunbelt’s point of sales system (Wynne).
• Maintains a strong customer service ethic, by demonstrating a positive approach toward the customers’ needs.
• Must be a strong team player and enjoy supporting others to “get things done”.
• Demonstrate strong organizational skills paying close attention to details in order to minimize mistakes.

Sunbelt Rentals is an Equal Opportunity Employer — Minority/Female/Disabled/Veteran and any other protected class.

Base Pay Range: $81,951.00 - 112,682.90. Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.

Benefits

Sunbelt also provides a comprehensive benefits package to its full-time employees. This package includes:

• Health, Dental and Vision plans
• 401(k) Match
• Volunteer time off
• Short-term and long-term disability
• Accident, Life and Travel insurance, as well as flexible spending
• Tuition Reimbursement Options
• Employee Assistance Program (EAP)
• Length of Service Awards

Sunbelt offers team members the following paid time off from work, subject to Sunbelt’s policies (unless specified in a collective bargaining agreement):

• 12-25 vacation days depending on years of service
• 5 sick days
• 6 holidays
• 2 half day holidays
• 2 floating holidays
• 1 inclusion day
• 1 volunteer day

• Medical/Dental/Vision Insurance
• 401(k) Retirement Plan - US
• RRS Plan – CAN
• Paid Parental Leave
• Paid Holidays and Paid Time Off
• Tuition Reimbursement
• And many more