Job Title: National Accounts Representative

Summary

The National Accounts Representative plays a key role in delivering exceptional customer service, maintaining strong vendor and customer relationships, and ensuring timely and accurate handling of work orders, mark-ups, and service coordination. This role requires strong communication, organization, and problem-solving skills. Occasional overtime and business travel may be required. Reports to the Junior National Accounts Manager or National Accounts Manager.

What You'll Bring

• Customer-centric mindset with a passion for building strong relationships.
• Excellent organization and ability to manage multiple priorities.
• Clear, professional verbal and written communication skills.
• Proficiency in Microsoft Office (Excel, Outlook); experience with work order systems such as Microsoft Dynamics Great Plains is a plus.
• Strong problem-solving skills with a proactive, solution-focused approach.
• Analytical capability with understanding of resolution processes, exception management, and markup procedures.
• High attention to detail when reviewing work orders, documents, invoices, exceptions, and inspection reports.

Why Join This Team

• Meaningful work supporting critical systems and national account operations.
• Opportunities for growth, learning, and career development.
• Supportive, collaborative culture focused on innovation, improvement, and operational excellence.

Key Responsibilities

• Build and maintain professional relationships with customers and affiliates.
• Communicate effectively via phone and email to address inquiries, provide updates, and resolve issues.
• Serve as a liaison between customers and vendors to ensure seamless service delivery.
• Oversee the dispatch process for service calls, ensuring timely resource allocation.
• Request and submit proposals for additional repairs or correction of deficiencies.
• Follow up with affiliates on inspection submissions, paperwork, and invoices.
• Review Call Analysis reports and provide work order status updates.
• Monitor exception management queue and mark-up queue daily.
• Review all paperwork for completeness and accuracy, including NTE amounts on customer purchase orders.
• Apply proper mark-ups/pricing for services and inspections before submitting to Accounts Receivable.

Qualifications

• Associate degree or minimum one year of experience in customer service, work order management, or maintenance services.
• Proven ability to manage complex processes and collaborate across teams.
• Detail-oriented with the ability to work in a fast-paced environment.
• Strong ability to handle multiple projects and priorities at once.
• Ability to read and interpret business processes, technical procedures, or county/state regulations.
• Ability to write reports and business correspondence and to present information effectively to leadership, customers, and vendors.

Physical Requirements

• Regularly required to sit, type, handle paperwork, communicate, and listen professionally.
• Occasionally required to stand, walk, reach, stoop, kneel, or crouch.
• May occasionally lift or move up to 25 pounds.
• Vision requirements include close, distance, color, peripheral vision, depth perception, and the ability to adjust focus.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.