JOB DESCRIPTION

Purpose

The National Account Manager strengthens customer relationships and enhances the customer experience by providing dedicated support and issue resolution. This role collaborates closely with Customer Support Teams (CST), National Sales, and Local Sales to ensure seamless service delivery and customer satisfaction. The National Account Manager dedicates a significant portion of their time (up to 50%) to building and maintaining relationships with new and existing accounts, focusing on resolving "last mile" issues and ensuring timely and accurate product delivery.

Responsibilities

• Works in collaboration with the VP National Accounts (VP NA), Directors, National Accounts and Merchandising to identify new penetration opportunities and capture lost sales opportunities. Focuses on profitability and strategic case growth.

• Liaises with vendors to maintain strong working relationships, and works through contracts, fill rates, and product options. Coordinates culinary product presentations for customers.

• Coordinates the setup of new items/vendors, obtain logistical quotes, and communicates customer-directed initiatives (organizing new menu items) and promotions.

• Manages inventory level for (focus on proprietary items) by reviewing and addressing slow-moving/obsolete/expiring stock keeping units (SKUs) and communicates with planners about limited-time-offer items and changes in sales patterns.

• Collaborates with pricing team and implements contract pricing, pricing catalogues, rebates, and premium allowances.

• Reviews and rectifies bill-back and contract pricing challenges. Maintains customer pricing catalogues. Works closely with the national pricing team to ensure proper pricing is implemented. Investigates and corrects any pricing questions.

• Coordinates with BT team and Analysts on all data reporting required by the client (e.g. Velocities, Vendor Short, Sub Report).

• Builds and maintains positive relationships with major healthcare chains and hospital groups.

• Manages and maintains Customer Service handbooks.

• Attends customer and industry events as needed.

• Collaboratively support the preparation and participate in requests for information/request for proposals.

• Supports the preparation and participates in contract renewals and negotiations.

• Supports the preparation and delivery of customer Business Reviews focused on identifying opportunities and building alignment with the customers’ goals and key performance indicator (KPI) metrics.

• Participates in onboarding and offboarding of new concepts as well as franchise locations.

• Reviews Short Reports for Franchisees/Inbound Short Reports.

• Review customer allocation requests.

• Communicates contracted proprietary cost updates.

• Supports Credit team in ensuring the client’s accounts are in terms with Sysco on a corporate and site level.

• Participates in promotion planning as the liaison for the customer and the appropriate internal stakeholders.

• Complies with Sysco’s Food Safety Policy and procedures to ensure food safety, quality and legality requirements are met.
   

Skills

• Expertise in customer service management and ability to partner effectively across functional teams.

• Strong organizational and project management skills, including the ability to manage multiple customers simultaneously.

• Ability to thrive in a fast-paced and changing work environment.

• Expert proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

• Ability to quickly learn and utilize existing and new Sysco technologies.

• Demonstrated experience with and working knowledge of Sysco customers (preferred).

• Excellent communication (written and verbal) and interpersonal skills.
   

Education

Bachelor's degree in related discipline or an additional 4 years of relevant experience in lieu of degree

Experience

5+ years of experience

Physical Demands

• Ability to travel by car.

• Ability to sit, stand, and walk for extended periods.

• Ability to use a computer and communicate effectively.
   

Travel Requirements

0-50%

Sysco is committed to Employment Equity. Accommodations during the recruitment process are available upon request for candidates with disabilities.

ADDITIONAL INFORMATION

This Job Requisition was created with the help of AI. AI will not be used to make hiring decisions or who progresses in the Job Application process. If you have any questions, please reach out to our Talent and Acquisition Team.

This Job Requisition is for an existing vacancy.