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Kellermeyer Bergensons Services




Kellermeyer Bergensons Services is hiring a Remote Strategic Account Manager (Healthcare)

Job Title: Strategic Account Manager (SAM)

Department:Strategic Account Management    

Location:US-Intermountain West                                                           

FLSA Classification:Exempt

Reports to: Vice President Strategic Account Managers

Status:Full-time

Compensation: $75-95K+ Commission

Position Summary

The SAM works directly with the Execution Managers (EM) and Vice President Strategic Accounts (SAM VP) to ensure that strategic accounts are successful. This position will work closely with customers, leadership, and internal departments to perform required duties and responsibilities. The SAM is responsible for managing the customer relationship and developing strategic plans to manage customer accounts(s). Also works closely with customers to ensure the service delivery meets customer contracted requirements and ultimately established the confidence and trust that leads to overall customer satisfaction and retention. Analyzes the key performance indicators (KPI’s) as defined by the customer to develop and/or implement action plans for areas that are sub-standard. Grows current business through cross-selling and up-selling.

Essential Duties and Responsibilities

Job responsibilities include but are not limited to:

  • Act as senior point of contact with customers and establishes productive, professional relationships with key personnel in assigned customer accounts
  • Meet assigned sales quota and expectations for profitability for assigned accounts
  • Achieve strategic customer objectives defined by company management
  • Complete strategic customer account plans designed by SAM program leadership
  • Establish proactive, ongoing contact management program with each echelon of the customer organization, including store, district, and regional and headquarter levels of the customer organization
  • Work with and through the company SAM program leadership, field operations, customer service, finance and sales teams to deliver service and growth
  • Conduct Quarterly Business Review (QBR) process with each assigned customer
  • Coordinate the attendees and material to present
  • Submit the QBR agenda, content and report prior to the meeting to SAM program leadership
  • Direct the traffic of information between customer and company operations and other functional departments involved in rollout and account maintenance activities
  • Update customer notes and other information in related CRM/ERM and other databases as needed (e.g. Salesforce); monitor information in systems for proper response and action
  • Review and analyze the weekly Executive reports generated by the Customer Support team address and, or, support, any major concerns or issues in the trends
  • Proactively assess, clarify, and validate customer needs and related performance data on an ongoing basis, and communicate trends, opportunities and progress
  • Be the accountable point person with all rollouts of new business with each assigned customer
  • Coordinate senior management involvement with customer as appropriate
  • Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel
  • Assist the operations team as well as the customer support team in finding new vendors in areas or markets that struggle with vendor coverage
  • Assist in scheduling of customer project work as needed
  • Additional duties and responsibilities as requested by management team

Knowledge, Skills and Competencies

Knowledge:

  • Understanding of operations, components of operations, and account management processes
  • Knowledge of facilities and building maintenance service
  • Strategic planning
  • Sales team management
  • Business to business account management
  • Customer relationship building
  • Business operations and organizational relationships
  • Understanding of operations, components of operations, and account management processes
  • Sales software, CRM/ERP (Salesforce etc.) and related technology
  • Facilities and building maintenance services industry

Skills:

  • Ability to identify and close sales opportunities
  • Strong interpersonal and customer service skills
  • Excellent written and verbal English communication skills
  • Ability to prepare and present oral presentations to leadership and customers
  • Strategic planning and execution
  • Problem solving and conflict management
  • Interpersonal and cross functional relationship building and engagement that result in positive collectively supported positive outcomes
  • Effective time management and multi-tasking skills with exceptional organization skills
  • A self-starter with passion for continual learning and seeking new challenges
  • Ability to work under pressure and perform tasks with strict deadlines
  • Demonstrated problem-solving skills with experience leveraging data to provide business insights and recommendations
  • Methodical driver
  • Ability to travel domestically

Competencies:

  • Customer focus
  • Integrity and trust
  • Interpersonal and political savvy
  • Presentation skills

Educational Qualifications/Job Experience Requirements

Experience Required:

  • 5 years of strategic account management, sales, operation or related field
  • Experience in a business to business environment

Education:

  • Bachelor's degree or equivalent business experience required

Schedule:

  • Regular weekly schedule; weekends or holidays as needed

Travel:50-70%

IND1

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Kellermeyer Bergensons Services is hiring a Remote Bilingual Human Resources Business Partner - Remote

KBS is hiring immediately for a remote Bilingual Human Resources Business Partner. In this critical HR leadership position, the HRBP is the HR Generalist lead for our distribution/logistics division and being the main primary HR contact for the central/western states.

The ideal candidate:

  • Bilingual (Spanish) is required
  • 5+ years HR generalist experience is required
  • Will come form a HR position supporting multiple distribution centers or logistics teams
  • Must have solid HR project management experience and very strong employee relations experience
  • Previous supervisory experience - this position will have 1 direct report.
  • HR Certification preferred

Comp. range: $90 - $95k

After an initial waiting period, those hired into full-time positions are eligible for a competitive benefits package that includes the following:

  • Medical, Dental, and Vision Coverage
  • Short-Term and Long-Term Disability Income
  • Term Life and AD&D Insurance
  • Employee Assistance Program
  • 401k Retirement Plan

Company Overview:

For over 70 years, Kellermeyer Bergensons Services (KBS) has delivered best-in-class property services to major retailers, healthcare, churches, and commercial facilities across the United States. Our core services are janitorial, facilities repair and maintenance, landscape management, and parking lot maintenance services. Kellermeyer Bergensons Services is reliable, cost-effective, and professional. Our property services offerings allow our customers the option to bundle a combination of services or to select single services.

KBS considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, and expression, marital or military status, or based on an individual's status in any group or class protected by applicable federal, state, or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

#LI-Remote

 

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Kellermeyer Bergensons Services is hiring a Remote Trade Services Supervisor (Customer Service)

Job Title: Trade Services Supervisor (Customer Service)

Department:Customer Experience      

Location:Remote               

FLSA Classification:Exempt

Reports to: CustomerExperienceManager

Status:Full-time

 

Position Summary

Directly supervises Customer Service Leads and Call Center Agents (CCSI) to support assigned customer base that is under Trade Services. Works to ensure the established service level agreements (SLA), data integrity and communication are adhered so that customer satisfaction levels are met. Manages issue escalations through resolution. Oversees management of customer project work including the process and engagement with customers and scheduling and delivery coordination with interdepartmental groups and vendors. Trains staff and provides direction on Company policies, procedures and practices. Monitors and addresses performance. Supports the hiring process and coordination of efforts with outsourced call center management, and consistently works with team to evaluate opportunities to streamline and improve workflow. Ensures departmental goals are met or exceeded. 

 

Essential Duties and Responsibilities

Job responsibilities include but are not limited to:

  • Oversee the Trade Service Client requests and processes to ensure timely communication and service execution.
  • Dispatch quote requests to service partners
  • Responsible for maintaining up to date work order status within customer work order management systems
  • Responsible for reconciliation between customer work order system and internal company work order management system
  • Source service partners within current KBS vendor service partner network and locate new service partners outside of this network, to quote and complete trade service work requests from KBS customer(s).
  • Regularly meet with and coach representatives on key company objectives outlined by management
  • Supervise Customer Service Leads and Call Center Agents, including the proactive monitoring and review of key performance indicators (KPI), providing direction and development necessary to ensure a high level of performance against defined/measurable goals
  • Assist in and develop training curriculum for Customer Experience Center Representatives and Leads as needed to ensure team effectiveness
  • Ensure that all company and functional policies, as well as standard operating procedures, are adhered to
  • Serve as an example of effective leadership for Customer Experience Representatives and leads in dealings with other departments, vendors and customers.
  • Manage customer issues as they arise during day-to-day operations
  • Collaborate with other departments to identify procedural issues and trends
  • Analyze compliance and key performance reports, reviews metrics for accuracy, and report trends and results to senior management based on management timelines
  • Report site-level performance to senior management, and calibrate routinely to maintain Quality Assurance
  • Track rollout progress, including vendor management, start dates, and internal team coordination and training
  • Participate in weekly operations and customer conference calls to review key performance indicators, unresolved customer escalations, and account changes
  • Prepare materials for Quarterly Business Reviews, and presents findings to customers, as requested
  • Accountable for weekly reporting, client work order reconciliation, IVR management, chemical and supplies ordering, vendor portal training and AP/AR issue resolution
  • Assist and facilitate mergers and acquisition customer training and coordination
  • Stay abreast of what is working and what is not working and make recommendations to bring greater efficiencies through continuous improvements
  • Accountable for Service Record, Service Orders and Case Records, and make updates, as needed.
  • Prepare and distribute daily and/or weekly customer activity reports to executives, customers, and internal team

 

Additional Duties and Responsibilities

Perform other related duties as required and assigned.

 

Knowledge, Skills and Competencies

Knowledge:

  • Facilities Maintenance industry
  • CustomerExperience operations and management

 

Skills:

  • Training
  • Management of people
  • Interpersonal, listening, and conflict management (EQ)
  • Stress management 
  • Written and oral communication
  • Mathematical, analytical and problem-solving skills
  • Management reporting

 

Competencies:

  • Organizational agility
  • Delegation
  • Conflict management
  • Dealing with ambiguity
  • Action oriented
  • Integrity and trust
  • Customer focus
  • Priority setting
  • Time management

 

Educational Qualifications/Job Experience Requirements

Experience Required:

  • Minimum of five (5) years of supervisory experience to include managing performance and projects and/or multiple priorities
  • Prior Customer Experience team management preferred
  • Advanced experience with Microsoft Office, with an emphasis in Excel Excel (VLOOKUP, Pivot Tables, Graphs, etc.) as well as experience with other business technology applications (SalesForce, NetSuite, etc.)
  • Previous Trade Service category experience
    • Electrical
    • HVAC systems
    • Plumbing
    • Mechanical
    • Janitorial
    • Refrigeration

 

Education:

  • Bachelor’s Degree in Business or related field, or equivalent experience

 

Working Conditions/Physical Requirements

Schedule:

  • Regular weekly schedule; weekends or holidays as needed

 

The working conditions and physical environments described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Physical requirements:

  • Extended periods of work seated at a desk; repetitive hand motions; prolonged use of computer; occasionally lift and carry up to 25 lbs.
  • Ability to speak clearly (use of voice)
  • Vision requirements include close vision, distance vision, moderate peripheral vision, depth perception and ability to adjust focus

 

Environment:

  • Office environment generally mild to moderate conditions including varying temperatures and noise levels conducive to a busy workplace and office equipment
  • Lighting varies based on building requirements and may be adjusted within reason
  • Time constraints and related pressures to complete work are high

 

Travel: n/a

#ZR

#LI-Remote

IND123

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Kellermeyer Bergensons Services is hiring a Remote Customer Service Supervisor (Trade Services)

Job Title: Customer Service Supervisor (Trade Services)

Department:Customer Experience      

Location:Remote or office                

FLSA Classification:Exempt

Reports to: CustomerExperienceManager

Status:Full-time

 

Position Summary

Directly supervises Customer Service Leads and Call Center Agents (CCSI) to support assigned customer base that is under Trade Services. Works to ensure the established service level agreements (SLA), data integrity and communication are adhered so that customer satisfaction levels are met. Manages issue escalations through resolution. Oversees management of customer project work including the process and engagement with customers and scheduling and delivery coordination with interdepartmental groups and vendors. Trains staff and provides direction on Company policies, procedures and practices. Monitors and addresses performance. Supports the hiring process and coordination of efforts with outsourced call center management, and consistently works with team to evaluate opportunities to streamline and improve workflow. Ensures departmental goals are met or exceeded. 

 

Essential Duties and Responsibilities

Job responsibilities include but are not limited to:

  • Oversee the Trade Service Client requests and processes to ensure timely communication and service execution.
  • Dispatch quote requests to service partners
  • Responsible for maintaining up to date work order status within customer work order management systems
  • Responsible for reconciliation between customer work order system and internal company work order management system
  • Source service partners within current KBS vendor service partner network and locate new service partners outside of this network, to quote and complete trade service work requests from KBS customer(s).
  • Regularly meet with and coach representatives on key company objectives outlined by management
  • Supervise Customer Service Leads and Call Center Agents, including the proactive monitoring and review of key performance indicators (KPI), providing direction and development necessary to ensure a high level of performance against defined/measurable goals
  • Assist in and develop training curriculum for Customer Experience Center Representatives and Leads as needed to ensure team effectiveness
  • Ensure that all company and functional policies, as well as standard operating procedures, are adhered to
  • Serve as an example of effective leadership for Customer Experience Representatives and leads in dealings with other departments, vendors and customers.
  • Manage customer issues as they arise during day-to-day operations
  • Collaborate with other departments to identify procedural issues and trends
  • Analyze compliance and key performance reports, reviews metrics for accuracy, and report trends and results to senior management based on management timelines
  • Report site-level performance to senior management, and calibrate routinely to maintain Quality Assurance
  • Track rollout progress, including vendor management, start dates, and internal team coordination and training
  • Participate in weekly operations and customer conference calls to review key performance indicators, unresolved customer escalations, and account changes
  • Prepare materials for Quarterly Business Reviews, and presents findings to customers, as requested
  • Accountable for weekly reporting, client work order reconciliation, IVR management, chemical and supplies ordering, vendor portal training and AP/AR issue resolution
  • Assist and facilitate mergers and acquisition customer training and coordination
  • Stay abreast of what is working and what is not working and make recommendations to bring greater efficiencies through continuous improvements
  • Accountable for Service Record, Service Orders and Case Records, and make updates, as needed.
  • Prepare and distribute daily and/or weekly customer activity reports to executives, customers, and internal team

 

Additional Duties and Responsibilities

Perform other related duties as required and assigned.

 

Knowledge, Skills and Competencies

Knowledge:

  • Facilities Maintenance industry
  • CustomerExperience operations and management

 

Skills:

  • Training
  • Management of people
  • Interpersonal, listening, and conflict management (EQ)
  • Stress management 
  • Written and oral communication
  • Mathematical, analytical and problem-solving skills
  • Management reporting

 

Competencies:

  • Organizational agility
  • Delegation
  • Conflict management
  • Dealing with ambiguity
  • Action oriented
  • Integrity and trust
  • Customer focus
  • Priority setting
  • Time management

 

Educational Qualifications/Job Experience Requirements

Experience Required:

  • Minimum of five (5) years of supervisory experience to include managing performance and projects and/or multiple priorities
  • Prior Customer Experience team management preferred
  • Advanced experience with Microsoft Office, with an emphasis in Excel Excel (VLOOKUP, Pivot Tables, Graphs, etc.) as well as experience with other business technology applications (SalesForce, NetSuite, etc.)
  • Previous Trade Service category experience
    • Electrical
    • HVAC systems
    • Plumbing
    • Mechanical
    • Janitorial
    • Refrigeration

 

Education:

  • Bachelor’s Degree in Business or related field, or equivalent experience

 

Working Conditions/Physical Requirements

Schedule:

  • Regular weekly schedule; weekends or holidays as needed

 

The working conditions and physical environments described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Physical requirements:

  • Extended periods of work seated at a desk; repetitive hand motions; prolonged use of computer; occasionally lift and carry up to 25 lbs.
  • Ability to speak clearly (use of voice)
  • Vision requirements include close vision, distance vision, moderate peripheral vision, depth perception and ability to adjust focus

 

Environment:

  • Office environment generally mild to moderate conditions including varying temperatures and noise levels conducive to a busy workplace and office equipment
  • Lighting varies based on building requirements and may be adjusted within reason
  • Time constraints and related pressures to complete work are high

 

Travel: n/a

#ZR

IND123

#LI-Remote

See more jobs at Kellermeyer Bergensons Services

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Kellermeyer Bergensons Services is hiring a Remote Trade Service Supervisor

Job Title: Trade Service Supervisor

Department:Customer Experience      

Location:Remote or office                

FLSA Classification:Exempt

Reports to: CustomerExperienceManager

Status:Full-time

 

Position Summary

Directly supervises Customer Service Leads and Call Center Agents (CCSI) to support assigned customer base that is under Trade Services. Works to ensure the established service level agreements (SLA), data integrity and communication are adhered so that customer satisfaction levels are met. Manages issue escalations through resolution. Oversees management of customer project work including the process and engagement with customers and scheduling and delivery coordination with interdepartmental groups and vendors. Trains staff and provides direction on Company policies, procedures and practices. Monitors and addresses performance. Supports the hiring process and coordination of efforts with outsourced call center management, and consistently works with team to evaluate opportunities to streamline and improve workflow. Ensures departmental goals are met or exceeded. 

 

Essential Duties and Responsibilities

Job responsibilities include but are not limited to:

  • Oversee the Trade Service Client requests and processes to ensure timely communication and service execution.
  • Dispatch quote requests to service partners
  • Responsible for maintaining up to date work order status within customer work order management systems
  • Responsible for reconciliation between customer work order system and internal company work order management system
  • Source service partners within current KBS vendor service partner network and locate new service partners outside of this network, to quote and complete trade service work requests from KBS customer(s).
  • Regularly meet with and coach representatives on key company objectives outlined by management
  • Supervise Customer Service Leads and Call Center Agents, including the proactive monitoring and review of key performance indicators (KPI), providing direction and development necessary to ensure a high level of performance against defined/measurable goals
  • Assist in and develop training curriculum for Customer Experience Center Representatives and Leads as needed to ensure team effectiveness
  • Ensure that all company and functional policies, as well as standard operating procedures, are adhered to
  • Serve as an example of effective leadership for Customer Experience Representatives and leads in dealings with other departments, vendors and customers.
  • Manage customer issues as they arise during day-to-day operations
  • Collaborate with other departments to identify procedural issues and trends
  • Analyze compliance and key performance reports, reviews metrics for accuracy, and report trends and results to senior management based on management timelines
  • Report site-level performance to senior management, and calibrate routinely to maintain Quality Assurance
  • Track rollout progress, including vendor management, start dates, and internal team coordination and training
  • Participate in weekly operations and customer conference calls to review key performance indicators, unresolved customer escalations, and account changes
  • Prepare materials for Quarterly Business Reviews, and presents findings to customers, as requested
  • Accountable for weekly reporting, client work order reconciliation, IVR management, chemical and supplies ordering, vendor portal training and AP/AR issue resolution
  • Assist and facilitate mergers and acquisition customer training and coordination
  • Stay abreast of what is working and what is not working and make recommendations to bring greater efficiencies through continuous improvements
  • Accountable for Service Record, Service Orders and Case Records, and make updates, as needed.
  • Prepare and distribute daily and/or weekly customer activity reports to executives, customers, and internal team

 

Additional Duties and Responsibilities

Perform other related duties as required and assigned.

 

Knowledge, Skills and Competencies

Knowledge:

  • Facilities Maintenance industry
  • CustomerExperience operations and management

 

Skills:

  • Training
  • Management of people
  • Interpersonal, listening, and conflict management (EQ)
  • Stress management 
  • Written and oral communication
  • Mathematical, analytical and problem-solving skills
  • Management reporting

 

Competencies:

  • Organizational agility
  • Delegation
  • Conflict management
  • Dealing with ambiguity
  • Action oriented
  • Integrity and trust
  • Customer focus
  • Priority setting
  • Time management

 

Educational Qualifications/Job Experience Requirements

Experience Required:

  • Minimum of five (5) years of supervisory experience to include managing performance and projects and/or multiple priorities
  • Prior Customer Experience team management preferred
  • Advanced experience with Microsoft Office, with an emphasis in Excel Excel (VLOOKUP, Pivot Tables, Graphs, etc.) as well as experience with other business technology applications (SalesForce, NetSuite, etc.)
  • Previous Trade Service category experience
    • Electrical
    • HVAC systems
    • Plumbing
    • Mechanical
    • Janitorial
    • Refrigeration

 

Education:

  • Bachelor’s Degree in Business or related field, or equivalent experience

 

Working Conditions/Physical Requirements

Schedule:

  • Regular weekly schedule; weekends or holidays as needed

 

The working conditions and physical environments described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Physical requirements:

  • Extended periods of work seated at a desk; repetitive hand motions; prolonged use of computer; occasionally lift and carry up to 25 lbs.
  • Ability to speak clearly (use of voice)
  • Vision requirements include close vision, distance vision, moderate peripheral vision, depth perception and ability to adjust focus

 

Environment:

  • Office environment generally mild to moderate conditions including varying temperatures and noise levels conducive to a busy workplace and office equipment
  • Lighting varies based on building requirements and may be adjusted within reason
  • Time constraints and related pressures to complete work are high

 

Travel: n/a

#ZR

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