• Customer Relations Field Manager I - Avendra

    Location US-CA-San Francisco
    Posted Date 2 months ago(11/22/2019 4:01 PM)
    ID
    271756
    Category
    Customer Service
    Employment Type
    Fulltime-Regular
  • Overview

    Aramark (NYSE: ARMK) proudly serves the world’s leading educational institutions, Fortune 500 companies, world champion sports teams, prominent healthcare providers, iconic destinations and cultural attractions, and numerous municipalities in 19 countries around the world. Our 280,000 team members deliver innovative experiences and services in food, facilities management and uniforms to millions of people every day. We strive to create a better world by making a positive impact on people and the planet, including commitments to engage our employees; empower healthy consumers; build local communities; source ethically, inclusively and responsibly; operate efficiently; and reduce waste. Aramark is recognized as a Best Place to Work by the Human Rights Campaign (LGBTQ), DiversityInc, Black Enterprise and the Disability Equality Index. Learn more at www.aramark.com or connect with us on Facebook and Twitter.

     

    Description

    Position Summary.   The Field Support & Customer Relations (FSCR) Manager maintains positive relationships with all Avendra customers, as well as local vendors, for a specified geographic area.  The FSCR Manager is responsible for increasing customer satisfaction and program participation, solving problems, and implementing new programs with as ultimate goal to become a Trusted Advisor for our customers. The territory is for the San Francisco and Sacramento, CA areas.

     

    Primary Responsibilities

    • Maintain strong relationships with customers, e.g. hotels, golf clubs, restaurants, in a specified geographic area (territory)
      • Ensure execution of Avendra’s strategic value proposition for the Client (headquarter) at the customer level (end-user) as per the Client Plan
      • Encourage changes of customer’s behavior; present value of Avendra supply chain resources in a consultative fashion; work with customer on converting from existing suppliers to Avendra Contracted Suppliers
      • Be an advocate for the customers during contracting initiatives by balancing the overarching contracting philosophy and the customer service needs
    • Build and maintain local supplier relationships
      • Collaborate with the Regional SSCM Director to monitor supplier performance and hold vendors accountable on behalf of territory customers
      • Identify opportunities to grow Spend through new suppliers and/or new categories of suppliers
    • Manage the process along with the Avendra HQ Implementation team for new Customer roll-out meetings, including customer/supplier conference calls, kick-off meetings and follow-up processes
    • Analyze customer activity, satisfaction and utilization of programs; identify non-participation and potential causes. Maximize participation with approved Avendra suppliers
      • Monitor success of newly rolled-out Customers for Spend ramp up and overall program satisfaction; work with the accounts where opportunities exist
    • Document FSCR/Customer/Supplier communication in eRM, to include comprehensive call reports based on customer visits, e.g. people met with, discussion topics, savings identified, other information uncovered and thank you letters to Customers

     

    Secondary Responsibilities

    • As appropriate, manage the accounts which are assigned to you as the Account Manager, i.e. single units, and/or smaller Clients
    • Provide internal support to other Avendra teams:
      • Regional SSCM: ensure alignment and support of any local contracting initiatives, e.g. RFATs, contract renewals, new initiatives
      • Quality Assurance: ensure alignment and utilize this resource as needed
      • Sales: participate, as needed, in complex Discoveries where local knowledge is required

     

    Primary Competencies  

    • Functional/Technical Skills
    • Planning and Organization
    • Problem Solving & Analytical Skills
    • Relationship Building
    • Influencing Others (P3 and above)
    • Business Acumen (P3 and above)

     

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

     

    Work Environment.  This job operates in an office setting.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

     

    Physical Demands. This is largely a sedentary role with some light lifting of files possibly needed. 

    Qualifications

    Role Requirements

    • Strong interpersonal and customer service skills; good presentation skills
    • Ability to bring customer and supplier together to demonstrate Avendra value proposition
    • Solid purchasing program, supply chain knowledge and/or hotel experience to be credible with customers and vendors
    • Strong analytical skills
    • Excellent problem resolution skills
    • The ability to work independently with a flexible schedule; being able to prioritize multiple projects and requirements to include customer visits, follow-up work, formal documentation of the accomplishments and internal support requests
    • Demonstrated knowledge of the Lodging/Hospitality industry

     

    Overnight Travel Requirements.  Type: All modes of transportation, percentage 25-50%, length: 1-2 nights

     

    Years of Relevant Experience.   8-10 years of experience

     

    Education Requirements.   BS/BA in relevant field or equivalent years' experience  

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