Customer Relationship Specialist

Description

JOB SUMMARY

The main function of this position is to ensure operational coverage and service coordination scheduling by reviewing, monitoring, and ensuring completion of all open work orders and service requests. This includes assistance to the Manager, Customer Relationship Services and providing guidance and handling escalated scheduling / service issues. The Customer Relationship Specialist is the point of contact operationally and administratively for each customer assigned. They function as customer advocate and interface with internal company departments.

RESPONSIBILITIES

Manages a select list of “Essential” or “Preferred” customer accounts. Develops and maintains Account Plans to achieve both long and short-term operational and administrative objectives within assigned accounts.

Develop and maintain schedules as required to support project loading, ensuring project flow and schedules meet the expectations of the customer and/or contract.

Cradle to grave follow through on resolution for all emergency service calls for assigned accounts.

Driving and tracking T&M activity as required for noncontract related work.

Develops and grows relationships with sales, service, management, and other key internal partners essential to the support of assigned accounts.

Be willing to lead by example – be accountable and dependable, maintain a positive attitude, inspire others to go the extra mile to take care of Customers (internal/external) and achieve Operational Key Results (OKR).

Act as a coach/mentor when communicating or addressing performance issues with the team.

Demonstrate the ability to remain calm and even-tempered during stressful situations.

Close coordination with the Manager, Customer Relationship Services of any operational related issues. Present recovery plan(s) with multiple options that will allow the Manager, Customer Relationship Services to make informed decisions.

Actively seek and participate in continuous improvements initiatives that impact customer care and coordination of work.

Assist the Manager, Customer Relationship Services in the implementation of new processes/policies and systems.

Meet with scheduling team on a regular basis to review, coach and train on various Customer Service concerns and opportunities.

Handle escalated scheduling issues within the assigned customer, including but not limited to sales inquiries and Field Service escalations.

Be available after hours to assist with escalations to meet customer/contract SLA (Service Level Agreement).

Generate standard and custom reports to monitor workload.

Proactively identify schedule risks and present options to resolve critical potential issues to the local team and Manager, Customer Relationship Services.

Ensure all billable work is being scheduled and executed and tickets are closed out in a timely basis.

Where practical, empower and direct the team to strategically schedule preventive maintenance visits to minimize/ cover costs for the company (take over Customer Engineer Scheduling or large account scheduling).

Ensure accurate documentation of all scheduling correspondence in tickets.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee to perform this job. Duties, responsibilities, and activities may change at any time with or without notice.

REQUIREMENTS

Minimum Qualifications: (education, experience level, knowledge, skills, certifications).

Bachelor’s degree in business administration OR High school education with 5 years minimum same or similar work experience.

Minimum of 5 years customer service and coordination of service activities.

Ability to think and act strategically, utilizing account plans to set specific account objectives.

Ability to work in a matrix management environment.

Must be attentive, patient and strongly skilled in written and verbal communication; clear, professional, positive, and informative communication style.

High-level competence in multitasking, time management, organization, critical and analytical thinking, problem solving, and the ability to influence others are required.

Ability to thrive in a dynamic and collaborative environment and be comfortable with ambiguity.

Adapt quickly to changing priorities and customer needs.

Ability to persuade others in order to change undesirable behaviors and/or achieve the goals of the business.

Must be proficient in the business tools used to perform the job and have extensive knowledge of the businesses processes, people, and products.

Intermediate/advanced proficiency using Microsoft Excel software, including data analysis, pivot tables, etc.

POSITIONS ELIGIBILITY REQUIREMENTS (travel, location, etc.)

Willing to work flexible hours, including before shift/after shift and weekends to support the business.

The successful candidate will reflect and embrace Vertiv’s Values and Behaviors:

OUR VALUES

Acting Like an Owner

Assuming Positive intent in all employee interactions

Being passionate about your work

Challenging yourself in personal development

Being tireless in exceeding customer expectations

Assisting others to be successful as a team

Owning our own mistakes quickly

Talking with people and NOT about them

Creating a culture where people can be their best

OUR BEHAVIORS

Be self-aware and learn

Embrace the customer experience

Think and act broadly

Drive change and innovation

Leverage diversity for organization effectiveness

Foster collaborative relationships

Take intelligent risks

At Vertiv, we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design, manufacture and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. With $4.4 billion in sales, a strong customer base and global reach in nearly 70 countries, our move to establish a standalone business enables us to deliver greater value to our customers and create new opportunities for our people.

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.