Account Mgr III

Account Manager is responsible for large-sized moves and installation projects where an Account Manager. He/she oversees large move and install crews to complete projects for commercial customers with high customer satisfaction and responsiveness to customer requests. He/she also trains staffs to ensure quality work is performed. Responsible to ensure the customer’s satisfaction. This role also includes managing a staff of up to 60 direct reports.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Account Assignment:

• 
  Prepares weekly work order processing report.
• Responsible for weekly purchase order tracking and reporting. (monthly)
• Reviews and approves all project related planning, scheduling and communication.
• Attends weekly customer planning and scheduling meetings for daily and project requirements.
• Obtains daily work assignments from onsite Project Manager & Administrative staffs and ensures all projects and work orders are staffed properly.
• Review daily, weekly and monthly work orders and projects with Transportation Manager, on site security, facilities and any other vendors involved, and ensures complete planning and oversight is developed for all work requested.
• Attend weekly review with customers, facilities and securities and communicate progress, updates, issues, and being willing to have constructive conversations re: any issues the customer has or complications that need mutual discussion.
• Develop best practices for managing work and resolve issues reported.
• Develop and maintain customer’s onsite requirements for policies, procedures, safety and securities.
• Attend weekly transportation coordination meeting with Operations Management.

Supervisory:

• Supervises crew as required to perform a quality job for the customer.
• Manages large-sized and complex move projects to ensure complete customer satisfaction.
• Ensure all crew members take their meal and rest period breaks according to company policy.
• Approves recommendations for staff recruitment, selection and possible promotion.
• Assists with performance management of crew members and recommends necessary discipline and termination of employees in accordance with company policy.
• Ensure the timesheets and other documentation are completed accurately, signed by employees and submitted by the time requirement.
• Monitor the team for compliance on company and customer policies and procedures.
• Ensure all assigned onsite personnel are properly trained regarding customer’s policies, procedures, safety and securities.
• Responsible to report all violations of company policies and customer’s requirements.
• Responsible to collect and report required data for customer’s KPI for quarterly business reviews.
• Train employees in different roles, such as coordinators. May have up to 60 direct reports for a large- size customer.

Customer Relations:

• Maintain excellent customer service with the customers, sales, transportation and operation teams to establish solid relationships.
• Must be punctual, especially for start of large projects. The Account Exec sets the tone for the whole team at a customer site.. If an emergency arises, inform the dispatcher immediately, so that appropriate coverage can be arranged.
• Must work cooperatively with all members of the crew.
• Must be courteous, helpful, and professional to all existing and potential customers.

Engagement:

• Ensure interactions with crew and customers are professional at all times to promote company’s values and expectations.
• Proactively engage employees to promote a positive work environment.
• Must be encouraging and helpful to the crew by treating them with respect and find solutions to their questions, for example, location and work hours.
• Any negative encounter, including discipline, should immediately be diffused to avoid further escalation and resolve off-site or in a private office.

Safety:

• Performs work with quality, efficiency and safety at all times.
• Trains crews in proper handling and safety techniques.
• Ensure crews are adhering to all safety rules; to include proper safety equipment PPE.
• Report all safety concerns immediately to operations team.

• Responsible for scheduling security guards where needed.

Other Duties:

• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks.
• Follow all confidentiality rules regarding any products or services at a customer’s site.
• Follow all security rules for the company and assigned customers.
• Promote Corovan’s Mission and Vision Statements, including promoting compliance with company policies and procedures.
• May participate in, and/or lead Six Sigma projects, as requested.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

COMPETENCIES:

• ORGANIZATION SKILLS - Organization and project planning skills with ability to juggle multiple assignments and tasks.
• LANGUAGE SKILLS - Ability to read and interpret documents written in English such as procedures, work instructions, and timesheets. Ability to speak and communicate well in English with customers and coworkers.
• MATHEMATICAL SKILLS - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to read and correctly interpret the legend on installation drawings and read both standard and metric tape measures.
• REASONING ABILITY - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• LEADERSHIP - Strong interpersonal and leadership skills.
• SERVICE ORIENTATION – Applies effective interpersonal and problem-solving skills when responding to the customer.
• OTHER DUTIES:
  • Problem solving and strong decision-making skills
  • Familiar with and able to train others using various moving equipment and its proper usage such as dollies, carts, pads, straps, pallet jacks, forklifts, ramps, lift gates, and all specialty equipment including but not limited to roll-a-lifts, Genie lifts safe jacks, J bars, etc., etc.
  • Familiar with basic systems furniture nomenclature and be able to identify upon sight, the major lines of the three major manufactures: Steelcase, Herman Miller and Haworth.
  • Familiar with project management reports such as Gantt and Pert charts and understand and interpret cut sheets.
  • Able to produce detailed inventories of all goods exposed to on O&I and install projects.
  • Able to accurately estimate small move and install projects to determine manpower, trucks and equipment necessary to complete the tasks required.
  • Able to enter data into the Corovan Order Entry System and be able to perform planning & dispatch functions if necessary.
  • Has an understanding of space planning fundamentals and building code.
  • Able to conduct a customer pre-move meeting, post destination signage and communicate all standard move and install protocol to the customers.
  • Familiar with laboratory moving including packing of lab equipment, fine tune and detail work, PC disconnect and reconnect and must possess good customer service skills.
  • Familiar with the O&I (Office & Industrial) move process and understand the move labeling and directional signage.

EDUCATION and/or EXPERIENCE:

• Bachelor’s Degree in Project Management or Business Administration; and/or (6) six years related experience and/or training; or equivalent combination of education and experience.
• Valid California driver’s license is required.
• Valid driving record that meets the company’s insurance carrier’s requirements.
• Advanced in Microsoft applications, including Word, Excel and PowerPoint is required.
• Must have two (2) years of warehouse experience using various moving equipment and its proper usage such as dollies, carts, pads, straps, pallet jacks, forklifts, ramps, lift gates, and all specialty equipment including but not limited to roll-a-lifts, Genie lifts safe jacks, and J bars.
• Demonstration of experience providing leadership or guidance to other employees in heavy volume employee environment.

PRIMARY LOCATION:

San Jose branch, but ability to travel throughout Santa Clara County as needed.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individuals are required to be able to sit or stand for long periods as needed throughout the day.

• Walking: May require walking primarily on a level surface but may include walking on uneven or inclined surfaces for lengthy periods throughout the day, often up and down stairs.
• Handling: Seizes, helps or works with hands.
• Lifting: Proper lifting techniques required. May include lifting up to 50 pounds and pushing or pulling up to 125 pounds throughout the day. May also include climbing or descending stairs while carrying goods up to 50 pounds.
• Reaching: Extends hands and arms in any direction, reaching above shoulder heights, below the waist or lifting as required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)