Customer Agreement Manager

Summary

NuCO2 is a national provider of beverage-grade CO2 to the foodservice and hospitality industry. The Customer Agreement Manager works remotely with new and existing customers to renew, maintain, and refresh contract agreements, manage customer data and account linkages, save at-risk business, add equipment, and support sales administration.

Responsibilities

• Refreshing/resigning customer contract agreements
• Renew existing customers in the final year before evergreen status
• Renew existing customers in evergreen or without a current contract agreement
• Renew acquired customer agreements
• Modify agreements based on usage changes
• Clean up all customer data to support fulfillment activities
• Managing account linkage for new owners and chain store transfers
• Renew agreement with new owners
• Refresh/correct linkage of stores between “company” and “franchisee” status
• Update/correct key chain store data to support fulfillment activities. (Ex. billing)
• Forward/communicate key information to internal clients (Operations, Sales representatives, billing, collections, etc.)
• Saving current customer agreements
• Work with disgruntled customers to resolve problems and save business
• Work with internal functional heads to follow-up on agreed customer actions and problem repairs
• Think proactively using business findings to troubleshoot future potential problems and correct before business is lost or threatened
• Adding Equipment to customer agreements
• Assist customers who are in need of additional equipment from our product assortment with an emphasis on life safety equipment
• Ability to upsell where applicable and bundle equipment options
• Administration
• Follow all selling rules related to new equipment additions and contract renewals
• Seek opportunities in every customer interaction to upsell new products and services
• Manage caseload and ensure cases are updated with notes and emails as applicable
• Use of Formstack to send out and manage contracts that need to be signed by customer
• Create contract packages for processing according to contract administrator rules
• Remain current with customer interactions via email and phone
• Daily, weekly, monthly reporting as required to support performance management routines

Skills

• Operate with a safety-first mindset in every activity and job duty
• Read, analyze, and interpret business letters, instructions, and communications of all types
• Ability to read and understand regulatory codes
• Ability to negotiate effectively in order to present a positive outcome for the customer and the business
• Ability to craft verbal and written communications to precisely convey with external and internal customers
• Effectively present information to individuals and small groups over the telephone and face to face
• Proficient computer skills. MS office – Word, Excel, and PowerPoint
• Impeccable follow-up and organizational skills
• Ability to work on multiple initiatives at once
• Possess a strong customer service sense
• Intense ability to sweat the details to achieve superior follow-up
• A drive to win, with winning defined as delivery of personal and business objectives while maintaining satisfied, happy customers with each engagement
• Previous sales experience required
• High School Diploma required
• Inside sales experience preferred
• Customer Service, restaurant, hospitality experience a plus
• Associate or bachelor's degree in business, Sales, or Marketing preferred

Qualifications

Must Haves

• Operate with a safety-first mindset in every activity and job duty
• Read, analyze, and interpret business letters, instructions, and communications of all types
• Ability to read and understand regulatory codes
• Ability to negotiate effectively in order to present a positive outcome for the customer and the business
• Ability to craft verbal and written communications to precisely convey with external and internal customers
• Effectively present information to individuals and small groups over the telephone and face to face
• Proficient computer skills. MS office – Word, Excel, and PowerPoint
• Impeccable follow-up and organizational skills
• Ability to work on multiple initiatives at once
• Possess a strong customer service sense
• Intense ability to sweat the details to achieve superior follow-up
• A drive to win, with winning defined as delivery of personal and business objectives while maintaining satisfied, happy customers with each engagement
• Previous sales experience required
• High School Diploma required

Nice to Haves

• inside sales experience preferred
• Customer Service, restaurant, hospitality experience a plus
• Associate or bachelor's degree in business, Sales, or Marketing preferred

Benefits

• Commission
• Remote position
• Medical, dental, vision and prescription coverage
• Matching 401K savings
• Paid time off
• Tuition reimbursement
• Health, dental, disability, and life insurance
• Paid holidays and vacation
• 401(k)-retirement plan
• Employee discounts
• Opportunities for educational and professional development