Lead Account Specialist

Who We Are

Johns Manville is a leading manufacturer and marketer of premium-quality insulation and commercial roofing, along with glass fibers and nonwovens for commercial, industrial and residential applications. Our products are used in a wide variety of industries including building products, aerospace, automotive and transportation, filtration, commercial interiors, waterproofing and wind energy.

A proud member of the Berkshire Hathaway family of companies, we serve customers in more than 80 countries around the globe. We are committed to delivering positive and powerful experiences, because we are successful only when our employees and customers thrive. We are passionate, we care about people, we perform at a superior level, and we protect others and our environments.

Pay Range

$71,000.00-$97,600.00 Annual

This is the base salary pay range that an applicant can expect to make upon hire.   Pay within this range will vary based upon relevant experience, skills, and education among other factors. In addition, this position is eligible for an incentive bonus. 

The Lead Account Specialist will be responsible for applying advanced customer service knowledge to handle key customers with complex needs, acts as a resource and trainer for customer service team, and backs up the Customer Service Manager/Supervisor as needed.

Anticipated deadline to apply: 11/12/24. This deadline is Johns Manville’s good faith estimate of when the application will close.  Johns Manville may extend the deadline and will update this posting promptly if it is extended.  

Your Day-to-Day:

• Provide expert customer service to assigned accounts with complex service needs

• Provide expert knowledge and continuous training for account specialists and entry level sales in all areas of the customer service experience for the team and the customer
• Provide training and onboarding for new account specialists
• Back up the supervisor/Manageror account specialists in the event of an absence or as an additional resource to help in projects as assigned
• Monitor team and individual service metrics weekly and monthly.  Provide weekly report of activities to Manager, Customer Service

• Provide timely direction to employees regarding operational issues as they arise
• Lead ongoing effort to create and maintain documentation of departmental policy and procedures. Communicate changes to team in a timely manner

• May be required to perform other related duties as assigned

What You Bring to the Team:

• High School Diploma plus 5 years of experience OR BA degree and 1 year experience. Plus 3 years JM Account Specialist experience with sustained, exceptional performance. Exhibits expertise in managing accounts and complex problem-solving. Desire to become a people manager.
• Desire to progress into a people management role.
• Exhibits expertise in managing accounts and complex problem-solving
• Strong commercial product and customer knowledge
• Excellent interpersonal, verbal and written communication skills

• Excellent listening skills
• Proficient in Microsoft, Word, Excel, Outlook
• Working knowledge of SAP or ERP systems and SharePoint software
• Fundamental knowledge of accounts receivable concepts for deduction resolution
• Excellent attention to detail

• Strong organizational and prioritization skills
• Proven ability to multi-task
• Ability to work independently and in a team environment
• Strong problem resolution and negotiation skills
• Excellent analytical and decision-making skills with ability to think through complex issues

• Proven relationship building skills with internal and external customers
• May be required to lift, carry, push or pull up to and including 25 pounds
• Minimal travel required (0 – 11 days per year)
• Work environment is typical of an office setting.

Please Keep in Mind

If you do not meet 100% of these requirements, we at JM still want to hear from you. So, if you are interested in the role, we encourage you to apply so we can learn how your skills and talents can contribute to our team.

Benefits

Johns Manville (JM) offers a wide range of benefits to employees. Some are subsidized by the company and others are fully employee-paid. Health benefits include a choice of comprehensive medical plans, a dental plan, vision plan, wellness program and critical illness insurance. JM sponsors a 401(k) plan which includes a sizeable company match. JM offers paid vacation and also provides paid sick and parental leave for eligible employees.

Additionally, Johns Manville provides basic life Insurance, short-term and long-term disability coverage, an employee assistance program, and business travel accident coverage. Supplemental life insurance and accidental death and dismemberment insurance are available as well. The company also offers a variety of tax saving accounts; health spending account, traditional flexible spending account, and a dependent care spending account. JM also offers a tuition reimbursement program for undergraduate and certain graduate programs.

Diversity & Inclusion

Johns Manville believes diversity and inclusion in our workplace is critical for the long-term success of our company. We are committed to retaining, developing and attracting a diverse workforce that fosters an inclusive work environment in which all employees are treated with dignity and respect. This is the right thing to do for our employees, our company and our communities. Our D&I council is composed of employees from locations across North American & Europe who meet regularly and work to promote and foster an environment of inclusion. Born from our D&I council is our network of employee resource groups (ERGs) that are focused on supporting diverse communities in the workplace. Review more about our diversity & inclusion initiatives on JM’s Career page.

Incumbent must be physically able to perform essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

We are proud to be an Equal Opportunity/Affirmative Action employer. We maintain a drug-free workplace and perform pre-employment substance abuse testing.