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Key Account Coordinator

2 months ago

Akron, Ohio, United States DRB Systems LLC Full time
Job Description

**About DRB Systems LLC**

DRB Systems LLC is a leading provider of technology-enabled solutions to the North American car care industry. Our mission is to enable the future of vehicle care by delivering connected, data-led technology driven by innovation and excellence.

**Job Purpose**

The Key Account Coordinator plays a critical role in delivering quality service to key accounts, training and supporting customers using DRB Systems products and services. This position ensures the successful completion of short-term and long-term key account projects on time.

**Essential Functions & Responsibilities**

  • Direct daily/weekly task lists and workflows for teams assigned to key accounts, providing direction and setting priorities.
  • Ensure teams meet specified goals for supporting key accounts.
  • Effectively communicate with Operations Supervisors to allocate resources as needed to meet goals.
  • Identify process improvements and communicate them to management to enhance support efficiency.
  • Demand high-level customer service from team members, monitoring call-back times and complex issues to ensure the team meets or exceeds customer service standards.
  • Serve as the lead contact and internal advocate for key accounts.
  • Analyze customer problems and assist in timely communication to resolve issues over the phone and via email.
  • Champion regular communications with key accounts regarding requirements and performance.
  • Manage annual project plans for key accounts, holding regularly scheduled status calls to keep the team on track.
  • Proactively plan and manage project forecasts.
  • Take a lead role in defining, implementing, and delivering reports and other deliverables to key accounts as needed.
  • Ability to prioritize and reprioritize, maintaining a positive outlook when customer expectations change.
  • Manage new build, conversion, and migration projects for key accounts.
  • Check in after hours as needed to ensure migration projects are completed as intended.
  • Travel to and visit with key accounts as needed.
  • Other duties as assigned by management.

**Minimum Requirements**

  • Education: High School diploma or equivalent.
  • Experience: Strong history of customer service within the technology field, with experience working with computer hardware and software.
  • Computer Skills: Proficient in Microsoft operating systems, with advanced knowledge of computer hardware and software, including network setups.
  • Other Requirements: Demonstrated leadership skills with the ability to direct others and multitask in a fast-paced environment, strong communication and customer service experience, aptitude for learning new software programs, skilled in troubleshooting using analytical thinking, detail-oriented, and ability to travel by automobile or commercial airline.

**Key Skills**

  • Customer Orientation: Alignment with the internal or external customer's perspective, front-line implementation that service practices meet customers' and organizational needs, promoting customer service as a value.
  • Earning Trust: Behaves and expresses oneself in an open and honest manner, is consistent in word and actions, tells the truth even when difficult, shares information accurately, completely, and appropriately, and follows through on assignments and commitments.
  • Teamwork: Working cooperatively in partnership with others to help a team or work group achieve its goals, helping keep all stakeholders on track.
  • Managing Work: Establishes and maintains processes and systems for successful job execution.
  • Analytical Thinking: Works systematically and logically to resolve problems, identify causation, and anticipate unexpected results, manages issues by drawing on own experience and knowledge and calls on other resources as necessary.
  • Communication: Demonstrates excellent skills in verbal communication, including aspects of non-verbal communication, listening skills, and the ability to recognize cultural differences, effective communication skills create a clear mutual understanding with employees on common goals, directives, and expectations.
  • Building Partnerships: The ability to identify and initiate working relationships and to develop and maintain them in a way that is of mutual benefit to both yourself and the other party using effective communication, relationship development, and influential professional networking.
  • Ability to create and generate reports, track metrics, create presentations.
  • Knowledgeable in MS Office (Excel, Word, PowerPoint).
  • Team building skills.