Sr. National Accounts Service Coordinator

Rinnai America Corporation; Town of Texas (WI); On-site; USD 57,000 - 69,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) Plan with Company Match

Paid Time Off

Tuition Reimbursement

Paid Holidays

Job summary

Rinnai America Corporation is seeking a Sr. National Accounts Service Coordinator to coordinate emergency and planned replacement jobs and preventive maintenance for commercial customers in the National Accounts program.

This role is remote with a Monday–Friday 8am–5pm EST schedule and on-call requirements including nights, weekends, and holidays. Compensation includes a salary up to $62,893 annually, with location- and market-based variations.

Qualifications

• Minimum 10 years of dispatch in a multi-task environment with cost/account management experience.
• Pre-existing relationships with key service providers in major markets across the US.
• Knowledge of market-based pricing for labor and materials by type of job.

Responsibilities

• Coordinate with Sales to select Commercial Service Providers for National Accounts.
• Develop cost standards for labor and materials used in installation/repair proposals.
• Manage CRM/ERP data to ensure account information is accurate and up to date.
• Handle emergency and non-emergency commercial service inquiries by phone or email.
• Escalate issues and coordinate with internal teams for timely resolutions.

Skills

Dispatch coordination

Customer service

Communication

Time management

MS Office

Education

High school diploma or equivalent

Tools

CRM software

Syteline

Service Channel

Corrigo

Job description

Rinnai America Corporation is the leader in tankless water heating, a technology that is growing rapidly as businesses and homes “yank the tank” and convert to an efficient, endless supply of hot water and the only tankless water heating manufacturer in the US. We have a commitment to our employees and a strong, accountable culture with a practice of giving back to our communities.

Rinnai America Corporation (RAC) is looking for RAC-STARS! Check out why Rinnai is the hottest place to work https://www.rinnai.us/about/why-rinnai.

What does a Sr. National Accounts Service Coordinator do at Rinnai?

This position is responsible for coordinating and executing the emergency and planned replacement jobs as well as preventive maintenance contracts for commercial customers participating in our National Accounts program.

• This position is remote.
• Schedule is Monday-Friday 8am-5pm EST and includes nights, weekends and holidays when on call.
• This position's salary range is up to $62,893 annually.
• This type of role may be filled in multiple geographic locations. Compensation ranges may vary based on factors including, but not limited to, experience, skills, geographic location, and alignment with local market practices, as well as applicable state and federal laws.

RESPONSIBILITIES:

PROJECT MANAGEMENT SUPPORT

• Coordinate with Sales Team to identify and select Commercial Service Providers in each major market to provide installation and repair services to Rinnai Commercial National Account customers
• Develop cost standards by type of project for labor and material negotiations for Installation and repair proposals
• Review and mitigate labor and material invoice variances to CSP installation quote
• Manage CSP grading process to be used by National Account Team to identify best source of labor in each major market based on Quality, Delivery, Cost of services
• In an efficient and timely manner, monitor Customer Resource Management (CRM) and other established tracking systems (Syteline, Service Channel, etc.) to ensure all relative account information is accurate and up to date.

SALES/CUSTOMER SUPPORT

• Actively receive, manage, and complete emergency and non-emergency commercial service issues and inquiries received by phone, email, or service management providers platforms (Service Channel, Eco Trak, Corrigo, etc.)
• Apply Rinnai’s “world class” customer service philosophy to our commercial customer base mainly composed of National Account (Brands) Customers, CSP’s, potential CSP’s, and distribution contacts.
• Create Trouble-shooting guides for Rinnai products and those competitive models most used by Rinnai Commercial Account Customers, train National Account Coordinators to use guides to restore Hot Water to customer locations via phone when possible.
• Develop Account Management relationships with customer base.
• Establish effective working relations with Rep agencies, distributors, Area and Regional Sales Managers when needed to execute and dispatch emergency and planned calls.
• Help to identify key account product and part item details and enter the orders directly into the Rinnai MRP computer system, ensuring orders are processed completely, accurately, and timely.
• Use available technologies and product literature and follow established processes to ensure the effective handling of commercial customer inquiries and needs.
• Follow up as need on all active account-related issues in an efficient and timely manner.
• Awareness and compliance with policies and procedures.
• Escalate and reach out across the organization with a sense of urgency for assistance when needed

OTHER:

• Willing to work weekly rotating On Call schedule, 24/7, including weekends, responding to customer emergencies, and customer updates.
• Other duties and responsibilities as required.

REQUIREMENTS:

KNOWLEDGE

• High school diploma or equivalent required.
• Minimum 10 years of dispatch in a multi-task oriented busy environment, job costing, project management, account management, sales support, or other related customer service experience in a customer support setting. Management experience a plus.
• Pre-existing relationships with key service providers in major markets throughout the US
• Possess Knowledge of market-based pricing for labor and materials by type of job
• Proven experience and knowledge effectively servicing direct customer accounts in a multi-channeled working environment.
• Customer Resolution Techniques to successfully complete most challenging customer situations.
• Existing fundamental knowledge of Rinnai America’s product portfolio and customer interaction protocols preferred.
• Technical repair in the plumbing or appliance industries. Water heating preferred.

SKILLS

• Excellent verbal and written communication skills to deliver and interpret information exchange concisely.
• Build and maintain relationships with key accounts, sales reps, customers, and staff at all levels
• Able to negotiate toward win/win solutions
• Time management skills, with the ability to listen and follow through with appropriate action with a sense of accuracy and urgency.
• Working knowledge of MS Office (Word, Excel). Ability to create and use spreadsheets as needed.
• Ability to perform mathematical calculations in proposals for cost and profit analysis

ABILITIES

• Demonstrated ability to aggressively and proactively follow-up until job is completed.
• Ability to be self-directed and follow-up on active jobs in a timely manner as expected by the customer.
• Ability to proactively identify continuous improvement initiatives to enhance customer experience.
• Ability to sort through complex data, prioritize, and resolve multi levels of information.
• Ability to work co-operatively and effectively in a team while developing effective interdepartmental relationships.
• Adaptability and flexibility
• Ability to plan and operate with a minimum of supervision

Physical Requirements:

Physical Activities

Constantly remaining in stationary position, often standing, or sitting for prolonged periods. Occasionally, adjusting or moving objects up to 2lbs in all directions. Constantly, communicating with others to exchange information. Repeating motions that may include the wrists, hands and/or fingers. Constantly, assessing the accuracy, neatness and thoroughness of the work assigned.

Physical Demands

Constantly sedentary work that primarily involves sitting/standing.

Environmental Conditions

• Maybe required to work untraditional work hours, weekends, holidays, etc.… if business needs dictate while on call.

• Medical, Dental, Vision, and Prescription
• Flexible Spending Account (FSA) options for Medical and Dependent Care
• Paid Time Off (PTO), Floating Holidays (FH)
• Paid Holidays
• 401(k) Plan with Company Match
• Company Paid Life Insurance
• Voluntary Life Insurance
• Short- and Long-Term Disability
• Professional Development
• Tuition Reimbursement
• Paid Volunteer Community Service Day
• Tobacco and Drug-Free Campuses
• Employee, family, and friend’s discount

Rinnai America Corporation is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.