Specialist, Customer Relationship

Reddy Ice

  • USA
  • Permanent
  • Full-time
  • 1 month ago
Job Requisition JR20327Worker Time Type Full timeWorker Sub-Type RegularShiftJob DescriptionPOSITION PURPOSE:The Customer Relationship Specialist works in partnership with the Market & Business Unit Managers and our Reddy Ice Sales team to enable customer growth, drive customer satisfaction through the onboarding process, and manage independent leads from qualification to close. This role is highly collaborative and will manage a number of functions specific to their assigned markets, and chain accounts while partnering closely with the corresponding Account & Market Managers. The role requires a strong understanding of key internal (Commercial & Field Teams) and external (Customer) objectives, and a high degree of self-motivation and initiative in order to drive new independent business, and add new locations to existing chains from lead generation to first delivery while delivering and providing a high level of customer service to all key stakeholders.DUTIES AND RESPONSIBILITIES:Contributes to the growth and development of assigned markets/chain accounts by providing a single point of contact for setting up new independent accounts, new locations for existing chain customers, deactivating locations as needed, and handling other account specific needs & reporting as required. Generates, qualifies and validates sales leads, collaborating with field equipment services to ensure timely box installation and first delivery coordination. Develops relationships with field partners and is consistently engaged and aware of any concerns that would affect onboarding of customers in their assigned book of business. Partners with operations leadership closely to implement continuous process improvement changes to resolve root causes for delays in new customer/new chain location onboarding. Establishes, grows and manages relationships across the Reddy Ice organization including but not limited to Operations, Sales, and Marketing. Analyzes data to identify independent lead trends and provides input to Customer Care & Market Managers for next steps. Assists Customer Care Manager with metrics and dashboard development/maintenance. Tracks activity identifying opportunities for proactive intervention, alleviating service challenges, and minimizing past due ice and service orders. Utilizes reporting functionality (may include creating new reports as well as modifying existing reports) to manage lead activity and order expediting, providing closure on open items, and drives optimal customer onboarding and overall general service levels. Recommends and oversees improvements in data, systems, processes, analysis, and results. Manage overflow inbound calls and emails received in Customer Care channels. Make and assume other duties and responsibilities required or assigned by management. Adhering to the Code of Business Ethics is essential. We value honesty and integrity above all else and we expect our employees to be committed to the highest ethical standards.CONTACTS:Internal: Commercial Team, Delivery, Operations, Distributors, Co-Packers, Customer CareExternal: Reddy Ice prospective customers & Reddy Ice customersSUPERVISORY RESPONSIBILITY:This is an individual contributor role with no direct reports.EDUCATION AND EXPERIENCE:
  • Bachelor’s degree preferred.
  • 2+ years of relevant customer service, inside sales, and/or account management experience.
  • Advanced expertise in Excel.
  • Excellent communication and presentations skills.
  • Savvy working in various reporting tools and CRM systems (AX, MIB, Ice Genie, Sugar CRM).
  • Excellent analytical skills, leveraging available tools to identify trends and resolve.
  • Strong work ethic, demonstrates initiative, a sense of urgency, and ownership to drive issues through to resolution.
  • Exceptional organizational and follow-up skills, ensuring actions are completed and closure provided to account team and customer.
  • Experience multi-tasking and prioritizing work to meet multiple deadlines
  • Excellent problem solving and analytical skills, with can-do attitude and self-initiative
  • Ability to recommend appropriate solutions that enhance processes and procedures
  • Strong interactive skills, effective collaborator and relationship builder spanning both internal teams and external customers.
  • Effective project management skills.
  • Must demonstrate a self-starting mindset and ability to work independently with minimal supervision, while concurrently flourishing in a team-oriented environment
WORKING CONDITIONS/PHYSICAL REQUIREMENTS:This position works in a typical office environment, is generally sedentary, and uses computers, calculators, phones, and other office equipment. This position could require evening, weekend and holiday work to address customer needs. Work is conducted in a fast-paced, rapidly changing environment. The ability to manage stress, build professional and collaborative relationships, and reason through complex business situations is essential.Location OCS Commercial StrategyCity: DallasState: Texas

Reddy Ice