Summary

The Strategic Accounts Administrator shall manage all administrative requirements of the contracts with key accounts as identified by the business. Such requirements include, but are not limited to, ensuring preventative maintenance services are performed in accordance with the Customer’s PM schedule; submitting accurate documentation; coordinating remedial repairs; supporting in the collection of accounts receivables; coordinating service with subcontractors and branch offices; invoicing including all intercompany and subcontractor billing; and meeting deadlines to ensure successful KPI reporting by the client. This role will serve as the primary point of contact for the client’s administrative team to deliver an exceptional Customer Experience.

What You’ll Do – The Role (Responsibilities)

Primary responsibilities:

• Continuous proactive communication with the customer.

• Collaboration with colleagues to obtain and deliver service reports to the Customer, confirming completion of services in a timely manner.

• Quality assurance in the final invoicing stage with high degree of attention to detail.

• Facilitating smooth transactions though proper pre-approval, purchase orders, and payment means. Assist in collecting receivables as required by the business.

• Ensuring Customer portals and vendor operating systems are kept up to date, including timely and accurate submission of any/all required documentation.

• Fostering annual contract revenue growth.

Job Duties:

• Handle all aspects of executing the national account portfolio, ensuring proper documentation

of all records.

• Serve as the primary point of contact for the Customer’s administrative team, ensuring

continuous and proactive communication.

• Participate in regular meetings with staff from all branches to ensure customer satisfaction and

foster cooperation.

• Ensure Customer portals and vendor operating systems are properly maintained and kept up to

date through timely submission of any/all required documentation.

• Track all work in progress and ensure timely completion by all branches in adherence with the

service agreement.

• Track the completion of safety, SOW or MOP documentation as required. Follow-up with

Service Managers as required to ensure timely submission to the Customer.

• Handle all correspondence with subcontractors and branch offices including scheduling service

and obtaining purchase orders, reports, and invoices in a timely manner.

• Ensure that all recommended repairs are quoted by the service sales team and approved by the

Customer prior to proceeding with any additional work. All approved major and minor repairs

shall then be scheduled and executed in a timely manner.

• Promptly escalate any customer concerns to the appropriate Service Sales Manager and

National Service Support Manager.

• Accurately document any noteworthy information relayed by the technician e.g., parts required,

cable lengths, number of techs required for execution, or any other special requirements for

future reference, if not already identified/recorded by the Service Manager.

• Invoicing responsibility for specified national accounts including all intercompany and

subcontractor billing. Continuously monitor Smartlists to ensure all completed work orders for

CHP and specified national accounts are invoiced within 72hours of the work performed. Prior to

submitting the invoice:

a. Verify the accuracy of all work orders ensuring applied hours, labour rates, and parts are

billed correctly.

b. Edit and revise resolution notes as needed to ensure the wording on the invoice is

Customer facing and all internal communication is removed.

c. Follow-up with Technicians as needed for any supporting documentation that may be

required for submission alongside the invoice.

d. Ensure all related company documents are accurate, professional, spell checked, and

aesthetically pleasing for the Customer.

e. Ensure that the invoiced value is accurate compared with contract or preferred rates as

per the service agreement.

f. Process invoices and forward to our Customers by e-mail or portal submission, adjusting

invoices as needed with required credits.

g. Ensure metrics set in place with monthly goals are achieved.

• Facilitate smooth transactions though proper pre-approvals, purchase orders, and payment

means.

• Support the accounts receivable team in collecting payment as required.
• Seek new business with the clients and work with the sales team to explore these potential

opportunities.

• Prepare and submit internal reports as required to ensure thorough management analysis by

various branches and departments, as required.

• Other tasks and duties as deemed necessary and relevant by management

What You Need (Requirements)

• 5+ years administrative support experience.

• Ability to manage competing priorities.

• Proficiency in Microsoft Office Suite.

• Ability to troubleshoot basic questions of a technical nature.

• Time management, accountability, and dependability.

• Excellent communication, verbal and written.

• Excellent problem solving, negotiation, and decision-making skills.

• Excellent organizational skills with strong multi-tasking capabilities.

Working Conditions

• Manual dexterity required to use desktop computer and peripherals.

• Busy office environment with frequent interruptions

• Extended periods of sitting

• Overtime as required