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Vendor Relations Manager

Company: Retail Options
Location: Greensboro
Posted on: June 24, 2022

Job Description:

United StatesPosition DescriptionWe believe in the importance of diversity and inclusiveness to make us a stronger and better organization. The motivation and passion to support our customers set us apart from othersthat want to be like us. Our company culture is how we interact with each other, with our customers and society as a whole. It is the foundation on which everything else is built. Weembrace new ideas and constantly challenge the status quo - innovation is driven by a willingness to change to stay ahead and find smart ways to create new solutions.Our technology sets the standard - our people make the difference all day every day.Mission/Purpose of JobThe Uptime Support team takes care of their customers across North America by getting them back on the road quickly if they experience a breakdown or need any other type ofassistance. We follow up on the status of the breakdown and negotiate solutions to logistical and technical problems. We strive for customer success, and take problem solving to the nextlevel. Our team is located at the heart of' Uptime Center . Our colleagues have vast backgrounds and experience, and we operate 24/7 365days a year.As the Vendor Relations Manager, you will be a key member of the Uptime Support team. This position reports to the Sr. Manager, Uptime Support Development. The Vendor RelationsManager is responsible for the management of our Preferred Vendor Network (PVN) program. The Vendor Relations Manager is the subject matter expert in vendor policies andprocedures as well as aiding in setting the vision in vendor programs advancement through technology initiatives, vendor data analysis and benchmarking practices. This includes ongoingvendor relationship development opportunities and efficient maintenance of the preferred vendor information. The primary objective of this role is to help reduce customer downtimethrough superb third-party vendor, dealer and internal process coordination support and guidance.Key Responsibilities/AccountabilitiesManage and maintain all facets of the Preferred Vendor Network (PVN)Master Database, including contractsPoint of Interest (POI) Mapping maintenance and enhancementsCertificates of Insurance (COI) monitoring and maintenancePVN Scorecard and reportingPVN Trends analysis and developmentEnhance functionality of PVN through collaboration with the Uptime Center management team and agents to better serve our customers.Identify and source new tow and repair vendors to ensure optimum coverage in all service markets. Negotiate favorable rates for the PVN and ensure proper contracts and ServiceLevel Agreements (SLA's) are in place.Act as primary liaison and program manager with digital Dispatch Platform service provider(s). Train agents relative to any updates regarding technology changes.Provide vendor communications/ updates quarterly to provide OEM product/ process information and updates to enhance vendor performance.Monitor, evaluate and provide ongoing feedback and reporting of vendor performance related to Customer Experience Management (CEM). Review poor performing vendorsmonthly and determine root cause of suboptimal performance. Implement communication plans to advise them of next steps required for improvement and close the loop on actionsrequired.Act as a liaison between corporate field personnel to resolve customer or vendor disputes. Coordinate Goodwill/Write-Off process in a timely manner tominimize risk and exposure to the company.Resolve difficult customer issues and vendor invoicing professionally and expeditiously. Work closely with the payment team to review and negotiate any suspect or disputedrepair/tow invoices to the satisfaction of all involved parties.Perform additional support activities related to customer support when requested, e.g. incoming calls, dispatch, dealer follow ups.Provide expertise and recommendations to the Accounting team to help ensure all communication and administrative requirements are properly followed.Works with Ops Support and Training teams to ensure ISO documentation and process flows, work instructions are current and are reflective of Vendor requirements.Identifies and implements process improvement opportunities (via technology, benchmarking) that will continually raise the efficiency and customer service levels in the businessrelative to vendor management and the dispatch process.Critical CompetenciesRepresent both brands while speaking to customers and vendors with honesty and integrity.Collaborate with Customers and department personnel to ensure alignment and shared vision. Exhibit strong work ethic driven to achieve team goals and customer satisfaction.Innovative problem solving, research, motivational, teambuilding and analytical skills.Possess a strong background and experience in conflict resolution and negotiation.Working knowledge of all systems utilized by Team (CISCO phone system, Case Management system, Microsoft Office applications, Part systems) to perform all required functions.Excellent written and verbal communication skills High energy with ability to work in a fast paced, dynamic, and unstructured environment.Essential Education/Training And CertificatesBA/BS Degree and/or 8-10 years of Truck, Towing, or relevant industry experience required.Dealer/Parts Service Manager experience or 8-10 years industry experience strongly preferred.State Certified Insurance Adjuster License and/or 8-10 years of relevant Insurance and Subrogation industry experience preferred.ASE Certification a plus.

Keywords: Retail Options, Greensboro , Vendor Relations Manager, Executive , Greensboro, North Carolina

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