Key Account Advocate Bunn-O-Matic Corporation - 3.0 Springfield, IL Job Details Full-time $19 - $21 an hour 4 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Parental leave Vision insurance 401(k) matching Qualifications Multitasking High school diploma or GED Attention to detail Organizational skills Account management Full Job Description Perform hyper-care for new or key BUNNserve Service Accounts.

DUTIES AND RESPONSIBILITIES

Act as single point of contact for designated customers. Follow up on customer requests for service updates. Track status of BUNNserve Work Orders (WOs) from Dispatch to Completion to drive compliance with BUNNserve Service Level Agreements (SLAs). Constantly monitor aging WOs and take corrective action as necessary. Contact technicians and service providers via phone and email to obtain ETAs and call status. Interface with Call Center, Dispatchers, BUNN Field Service (FSMs) and Regional Service Managers (RSMs) to assign and reassign resources as required to meet SLAs. Manage and update WOs in service management system. Manage concession and NTE approvals with technicians and customers. Develop and run call status reports in service management system. Enter and manage parts orders in service management system and SAP. Track equipment and parts deliveries. Escalate parts availability issues and high usage patterns to Parts Team. Enter Service Incident Reports to escalate service outages to FSMs and RSMs as appropriate. Escalate recurring service issues and provide backing data to demonstrate: Additional field resource needs Van parts adjustment needs Systemic issues Technician or service provider performance issues Technician training needs Provide weekly reporting to management to include: Average time to arrival Average time to resolution First visit fix rate % of WOs meeting or exceeding SLAs Work cross-functionally with Project Team, Dispatch Team, Field Support Team, Invoicing Team, Parts Team and other BUNN functional areas to ensure that customer requirements are clearly defined and understood.

QUALIFICATIONS

High school diploma or equivalent required. Ability to work on-site at our Global Headquarters in Springfield, IL. Must have strong organization skills and ability to manage multiple tasks concurrently in a very fast-paced environment. Must be willing to take ownership of customer needs and consistently follow through to completion. Must maintain attention to detail and have the ability to react to unanticipated demands. Excellent communication skills; ability to make decisions and work independently. Associates Degree or equivalent experience in service or business environment with a focus on account management. Customer service background with experience using Excel, Word, SAP and Sales Force.

Job Type:

Full-time Pay:

$19.00 - $21.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Parental leave Vision insurance Application Question(s): Do you have any family members who are currently working or have previously worked for BUNN? (If so, who?) This position would require working on-site at our Global Headquarters. This position is not remote. Are you able to commit to working in the office in Springfield, IL? What is your desired salary/hourly rate? What motivates you to consider a career or job change now?

Education:

High school or equivalent (Required)

Work Location:

In person