The primary point of contact and building long-term relationships with customers.
Own and manage the customer service experience, Act as the primary point of contact for customer escalations.
Own overall operational account(s) health
Internal reporting to ensure key SLA and metrics are being met
Conduct operationally focused business reviews routinely with an Account manager and Client
Partner with PMO, Operations Leadership, and Supply Chain for deployments, inventory management, and Delivery standards
Listen for customer pain points and coordinate the appropriate resources to alleviate them.
Manage issue resolution and risk mitigation and provide a quick resolution to client concerns.
Coordinate with internal operational teams to minimize risks Performance Management.
Measure the success of each client-facing process.
Ensure support consistency across assigned accounts.
Consistent engagement with key operational contacts at the client.
Understanding of client’s needs and Company operational offerings.
Provide oversight into all KPIs being tracked for clients and then coordinate operational resources to ensure they are being met.
Ensuring any client-related issues are properly addressed to the satisfaction of the client.
Partner with the Regional Resource Coordinator to assign actions with timelines to internal stakeholders regarding any SLAs that are not being met.
Coordinate with the Account Manager, client, and key Zones internal operational teams to assure risk mitigation around aging inventory, aging payables, and cycle time optimization.

Working as CAM and providing services and support to customer

Working as inside sales rep