Customer Service Account Manager - (US-CA-San Jose - 95196)

Minimum Education: None
Jobcode: C:138602
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Position Description


I. General Information

Job title: Account Manager
FLSA Status: Exempt
Department: Operations
Reports to: VP of Operations
Location: Northern CA Operations-Vacaville

II. Position Overview/Summary

As a representative for our company, you will take ownership of assigned account. Duties will vary from assisting with customer inquiries to managing employees' onsite to helping maintain long-term customer relationships.

III. Responsibilities and Duties include but are not limited to:
(Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. This list of tasks is illustrative ONLY, and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.)

* Manages the day-to-day operations of the field crews in their performance of contractual and extra-contractual work.
* Ensures the inventory of supplies, materials, and equipment is adequate to meet current and foreseeable requirements.
* Collaborates with the Vice President of Operations to develop and implement plans for the operational infrastructure of systems, processes and personnel designed to accommodate the growth objectives of the company.
* Motivates and leads a high-performance team; provides mentoring.
* Directly manage an on-site 24/7 janitorial cleaning service for employees who clean and care for a biotech campus.
* Be responsible for maintaining and enhancing the relationship with our customers.
* Fosters a success-oriented, accountable environment within the company.
* Work closely with the Vice President of Operations to accomplish the goals and objectives.
* Participates in administering company policies, directing and coordinating all activities to develop and implement long range goals and objectives to meet business and profitability growth objectives.
* Manages policy in the areas of quality, cost reduction, complete and on-time delivery, safety, customer satisfaction, employee relations, visual controls and performance measures.
* Reviews analyses of activities, costs, operations, and forecast data to determine progress toward stated goals and objectives.
* Confers with VP of Operations and other administrative personnel to review achievements and discuss required changes in goals or objectives resulting from current status and conditions.
* Oversees key projects, processes and performance reports, data and analysis.
* Supervise management of in-house personnel.
* Conducts regular training sessions for employees on job procedures and safety.
* Conducts regular meetings with supervisors/management to review ongoing work, procedures, problems, etc.
* Conducts job-site inspections as necessary to ensure company quality standards are maintained.
* Maintains the operating condition and security of all tools and equipment owned, leased, or rented by the company and under his/her control.
* Evaluates the performance of those employees reporting to him/her at least semi-annually based on the standards of performance included in the position description, and discuss the evaluation with the employee.
* Meets with the customer, in person or by telephone, on a regular basis to ensure the customer's needs are being met, and to solicit additional work outside the contract.
* Reviews labor and material charges upon completion of any extra-contractual work performed prior to submission to the VP of Operations for job costing.
* Any other related duty as directed by the Vice President of Operations.

IV. Core Requirements/Qualifications

The ideal candidate will be an independent, self-starter with:
* Bachelor's degree or equivalent; or four to ten years related experience and/or training; or equivalent combination of education and experience, preferably in the janitorial/facilities field.
* Knowledge of proper use of equipment, materials and supplies used in maintenance work.
* Must have excellent internal and external customer service skills.
* Professional demeanor
* Ability to work well with others and motivate people.
* Ability to work individually and as part of a team; an intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills.
* Microsoft Office skills, i.e. Excel, Word, etc.
* Excellent written and verbal communication skills
* Telecommuting is NOT an Option

V. 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.
* Reasonable accommodations may