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Senior Client Relations Manager

2 months ago

Raleigh, North Carolina, United States Baker Roofing Company Full time
Position Overview
This role is situated within the Premier Accounts division and plays a crucial part in managing customer inquiries, including service and re-roof requests, in collaboration with various service departments and sales teams. The Account Manager will oversee the entire work order process, from the initial customer contact to invoicing and accounts receivable.

Key Responsibilities
  • Handle customer notifications and inquiries.
  • Verify customer and site information in the ERP system.
  • Create and manage work orders, ensuring they include warranty purchase orders and not-to-exceed amounts.
  • Update customer portals with relevant information.
  • Inform the appropriate departments about newly created work orders.
  • Communicate with customers regarding any deficiencies identified and repairs performed.
  • Educate customers on the distinctions between warranted and non-warranted repairs.
  • Process invoicing for manufacturers (warrantied) or customers (non-warranted repairs).
  • Coordinate with local departments regarding invoice amounts and projected margins.
  • Adhere to standard operating procedures for invoicing and digital asset management.
  • Generate weekly and quarterly reports analyzing revenue with each manufacturer.
  • Collaborate with Salesforce and Viewpoint systems.
  • Meet customer expectations effectively.
  • Assist in training and mentoring team members on account procedures.
  • Work with aging and collections processes.
  • Notify customers of estimated arrival times for services.
  • Track work order creation against estimated arrival times and analyze discrepancies.
  • Maintain communication with customers, team members, and other departments.
  • Be available for occasional off-hour responsibilities to address urgent requests.

Work Environment
This position offers a hybrid work model, allowing flexibility in work arrangements.

Equal Opportunity Employment
Baker Roofing Company is committed to providing equal employment opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or veteran status.