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We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."
To facilitate and support in the execution of global framework & mandated global contracts with International Key Account Customer’s by ensuring execution is mobilised & tracked internally & in line with the customer’s expectations. This is completed by working with National Account teams in markets and direct contact with key stakeholders in the business and customer.
In conjunction with the Global Account Directors of Global Accounts, build long-term customer relationships, identifying solutions and service enhancement opportunities (including sales) thereby contributing to the reduction of customer contracts and decrease of terminations.
PRINCIPAL DUTIES & RESPONSIBILITIES
Account Relationship
Support the Global Account Director (GAD) to ensure relationships are maintained, managed, developed across all existing and potential customers.
Supporting the GAD, drives the execution of framework agreements through the KA network in all markets to achieve the Global Accounts goals and objectives.
Tracking of the implementation of Global Account Frameworks & mandated contracts
Support GAD and for regional / global customers, develop proposals, negotiate terms and conditions, and implement contractual agreements with accountability for delivering strong financial results.
In conjunction with relevant functions, support the completion and submission tenders for Global Key Accounts.
Develop a deep understanding of customer needs in priority sectors and their specialty area of practice.
Development & maintenance of SFDC site to ensure visibility of Global Accounts opportunities and pipeline.
Manage incoming customer queries for all Regional & global accounts (where applicable) and provide timely resolution in accordance with Service level agreements (call backs, new sites, coordination of installations and removals, invoice queries including Pest Control & one off jobs. All in collaboration with key contacts in markets).
Support and when agreed with the Global Account Dirctor’s lead the global customer business review documentation using applicable systems to ensure review documentation can also be shared with customers
First point of contact for global customers in contract maintenance phase (escalated service issues, non compliance to SLA/KPIs etc as per the defined escalation process)
Co-ordination and management of Global Account leads from initiatives such as GFSI
In conjunction with Markets, plan for installations and removals as required by new or existing accounts, ensuring key stakeholders are kept informed (e.g. key customer contact in relations to procurement, facilities managers, quality teams, internal team etc)
Liaise with Key Customer contact and countries for installations and removals
Collect Key Customer contractual information to ensure data accuracy of IKA contractual portfolio and jobbing revenue
Work with manager and customer to review transition re installation and/or removal
Finalise weighting of KPIs and reporting requirements
Liaise with Country Technical Managers ensuring quality audit requirements are being met or through country KA teams where applicable
Ensure accurate maintenance of all records relating to Key Accounts are maintained and up to date
Assist with the preparation of tenders and proposals
Service Delivery
Establish effective communication strategies with the divisions to aid the retention of Key Accounts and foster a culture of cooperation.
Regular, timely and constructive communication with customers.
With selected customers, provide face to face account management services as determined by manager
Work with customers in increasing their understanding and knowledge of products and services available to them and promote appropriate solutions outlining their features and benefits.
Proactively identify sales opportunities with existing customers.
Conduct quarterly reviews as required in conjunction with VP
Develop and maintain long term customer relationships
Ensure customer queries are managed and appropriate resolutions implemented
Reporting
Produce accurate and timely reporting that focus on all relevant aspects of Global Accounts:
Customer schedule reports as required
Completion of monthly capability reports
Collaborates and liaises with IKA Sales Operations team on customer reporting (financial, trends, obstacles etc)
In conjunction with finance & sales operations facilitation of rebates on applicable accounts aligned to the VP/Account owner
Team Contribution
Proactively support the business to achieve targets and deliverables
Create and support a culture of continuous improvement relating to the Customer Services Team as a whole through constant participation and involvement in team meetings, projects and sales promotions
REQUIRED EXPERIENCE
Bachelors Degree in Business or related discipline or equivalent years of applicable job experience.
Demonstrated competence in Microsoft Office Packages (Word, PowerPoint, Excel – preferably at intermediate level)
3+ years within the customer service industry with a focus in B2B telephone and/or face to face in a fast paced corporate environment.
2+ years administrative experience in a services or sales environment
COMPETENCIES REQUIRED
Deliver Results
Demonstrates understanding of what high performance looks like in their area of the business.
Sets challenging goals for self and others
Seeks feedback from others in order to plan performance improvement to achieve goals.
Develops clear and realistic targets and plans for self and others, to ensure optimum delivery of specific objectives.
Strives to overcome perceived obstacles.
Challenges established ways of doing things to achieve goals more effectively.
Act Commercially
Uses understanding of trends and patterns in business data to develop business plans, actions or processes.
Researches the competitive environment to identify opportunities and threats.
Uses financial and business information to identify key activities that are linked to high performance.
Reviews the business processes and activities in order to seek improvement.
Makes tough business decisions in light of customer and commercial requirements.
Manage Self
Shows awareness of both positive and negative impact on others and how this affects outcomes
Adapts behaviour to positively affect outcomes
Expresses a belief that they and colleagues possess the capability to resolve challenging issues
Asks for feedback from others and uses this to plan development
Is resolute in sticking to decisions that are beneficial to the business, even if they are not popular
Coach and Develop
Provides specific positive and balanced feedback for developmental purposes.
Gives negative feedback in behavioural rather than personal terms.
Provide suggestions to others on how to tackle areas for development.
Uses the information from the Performance Development Review to identify strengths and areas for development for others.
Celebrates success.
Work With Others
Seeks input and opinions from others to help make a specific decision.
Builds and maintains positive relationships in the team by valuing others’ contribution and experience
Demonstrates willingness to learn from others’ experience and contribution.
Works in partnership with others to achieve individual and team objectives.
Takes initiative to resolve conflict through listening to all parties.
Display Leadership
Overall, creates the environment that enables the team to perform at its best (e.g. engaging others in the vision, providing appropriate structure, getting the right people, keeping up morale).
Effectively delegates responsibility, providing support as required.
Demands high levels of performance, quality of service, and holds people to account by ensuring targets are met.
Is recognised as the natural ‘go to’ person.
Develops relationships across the teams and inspires others to achieve results.
Why Choose Us?
A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.
Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.
Click here to read more about our Total Rewards Program which includes:
Professional and Personal Growth
Multiple avenues to grow your career
Training and development programs available
Tuition Reimbursement benefits (for FT Colleagues)
Health and Wellness
Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
Savings and Retirement
Work-Life Balance
Vacation days & sick days
Company-paid holidays & floating holidays
A company mindset that prioritizes health, safety, and flexibility
We are looking for individuals who want to make a difference where our customers live and work. Is that you?
This company is a Drug Free workplace.
Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities.
Know Your Rights - Workplace Discrimination is Illegal
Pay Transparency - Nondiscrimination Provision
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