The ideal candidate for this role will be bilingual in Spanish.

This role owns the relationship between Safeguard the Vendor.  They extract and analyze reports and decide which vendors to contact, and drive performance.  The Vendor Account Manager will be expected to lead discussions on the phone and correspond electronically with vendors.

Understanding the root cause of issues for delay is a key requirement; the VAM will determine remediation plans and follow up.  This will include changing the amount of volume a vendor receives, the areas where they receive work, and how they operate their internal processes.  Finally, this role will be responsible for implementing new technology, supply chain, and other processes to improve results.

Responsibilities and Expectations

• Responsible for approximately 200 vendors
• Decide which vendors to contact based on performance and current status of orders
• Troubleshoot & resolve issues discovered in the analysis process
• Lead vendor discussions to work through issues and develop capacity
• Understand Safeguard initiatives and teach vendors as appropriate, includes items such as new mobile initiatives, large process changes, and policies
• Determine the best course of action to deliver on expectations and ensure that performance is met.
• Assign orders to vendors and determine rules for system assignment
• Lead the implementation of work completion such as winterizations or grass
• Deep knowledge of service line to help vendors deal with issues faced
• Lead scorecard calls, develop remediation, and follow-up on plans

Qualifications and Requirements

• Bachelor’s degree or equivalent work experience
• Practical knowledge of statistics and data analytics
• Demonstrates understanding of what customer service means
• Proven follow-up and organizational abilities
• Proven ability to multitask and address escalated issues in a timely manner
• Exceptional interpersonal, oral and written communication skills
• Ability to function in a fast paced, changing environment

Expectations

• Care about People – Team first
• Work Hard and Celebrate Success
• Teach and coach at the detailed level
• Use examples, analysis, and information to support arguments, we don’t work on generalities or without specifics
• Measure results, Recognize and Reward Achievement
• Customer Service = Resolution, we respond to vendors, clients, and each other quickly 24/7 – 365
• Embrace technological changes, and lead change management

www.safeguardproperties.com