Cust Supp Mgt Professional

You will be responsible to drive SPOT growth within the business through direct involvement in the quoting, delivery, billing, and reporting processes. You will have day to day interaction with key members of the service team (FSS, FSS, FSL, SBL, RGM), customers, and suppliers. You will lead continuous improvement initiatives including enhanced use of estimating and mobile tools for digitization.
Our customers value our ability to deliver quotes quickly and efficiently as part of our service delivery.
Key Focus Areas
Spot Quoting

• Obtain parts/subcontractor/special pricing as required
• Creates SPOT quotes in quoting system (CPQ), and prepares estimate for approval (with input from field)
• Generate proposal for review and approval (with input from field)
• Support Field Service Professionals (FSP), Field Service Supervisor’s (FSS) with proposal generation for medium-high complex opportunities.
• Sends proposal to customer and follows up for feedback and their approval / order to proceed

SPOT Delivery

• Completes work order in FX/FSL (w/input from field team)
• Verifies the work order is closed and exported in FX/FSL
• Issues PO’s, mobilizes, schedules subcontractors (w/ input from field)
• Customer setup (if new) including verification of customer information in SAP/FX/FSL
• During project, starts the process of ensuring all material/sub/others costs are processed and transacted to the job prior to closure (including follow up with suppliers to ensure costs are correctly captured)
• Orders, receives, and coordinates all material for the job
• Ensures proper documentation is received, COI/SOV’s/Signed Documents are returned
• Finalizes work order to include all costs, work description, etc. are in.
• Generates work order with dispatch, books RQ as needed (Ensures proper assigned to, customer name, scope, and PO is entered)
• For larger or quoted SPOT jobs, liaise with administration team to complete progress billing
• Ensures 100% completion of work in the field with field staff
• Informs field of work order information, verifies schedule for delivery, communicates schedule to customer

SPOT Close Out and Billing

• Monitors billing reports and unbilled to ensure the job has been correctly processed and billed
• Ensures work order closure and correct action by Business Support Center
• Ensures cash collection and follows up on disputes as needed.
• Checks on satisfaction of job as needed.
• Sends invoices to customer as needed.
• Follows up with customer (when needed) to ensure paperwork/invoice received.

Financial Reporting

• Complete job forecasting (if required) and overall job monitored for cost against the estimate
• Escalate items as needed to FSS / FSL if not tracking to target or estimate
• Report monthly performance of team for spot work including unbilled

Work Digitization

• Support implementation of additional work digitization activities and act as local champion for these initiatives
• Promote and enhance CPQ adoption and use of CPQ mobile across the teams

KPI Achievement

• The role will also positively contribute to our customer satisfaction metric
• Success in this role will be demonstrated through achievement of business financial metrics including SPOT order and margin targets, billing and collection targets

Qualifications, Experience And Knowledge

• Basic project management skills including task prioritization, scheduling, cost management and reporting
• Excellent computer skills including proficiency in MS Office (Word, Excel, and PowerPoint)
• Ability to follow instructions and identify opportunities for improvement
• Good written and oral communication with strong attention to detail
• 3 years’ work experience in professional business environment
• High School Diploma, Bachelor’s degree highly valued

We also value

• Internal sales or account management experience
• Previous customer service experience
• Bachelor’s degree or technical/professional certificate
• Previous technical/installation experience
• Previous industry experience
• Good presentation skills

Additional Information

• JOB ID: HRD195733
• Category: Customer Experience
• Location: 85 Enterprise Blvd., Suite 100,Markham,Ontario,L6G 0B5,Canada

Global (ALL)