Summary

The Regional Account Coordinator (RAC) will play a critical role in supporting the success of their assigned territory and ensuring the smooth operations of logistics. This position requires a proactive individual who excels in communication, problem-solving, customer service, and is ready to take ownership of the accounts they manage. Face-to-face interaction with both clients and driving staff on a regular basis is critical to the role. Candidates must be currently located in the Boston, MA area in order to be considered for the role. This role will travel regularly to Lowell, Roslindale, and Walpole for client visits.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Support Territory Operations:
  • Assist the Regional Account Manager in overseeing and coordinating activities within the assigned territory to ensure effective operations and high performance.
  • Regular visits onsite at Client locations to maintain effective visibility required.
  • Staying in regular communication with all driving staff on a regular basis to ensure operations run effectively.
• Account Ownership:
  • Take full ownership of the accounts assigned, ensuring customer needs are met, driving satisfaction and retention.
• Customer Interaction:
  • Serve as a primary point of contact for clients, addressing inquiries, resolving issues, and ensuring a high level of customer satisfaction.
• Driver Coordination:
  • Collaborate with drivers to ensure adherence to schedules and operational standards, providing guidance and support as needed.
• App Utilization:
  • Ensure that drivers are effectively using the driver application, offering training and assistance to promote adherence to processes.
• Invoicing Management:
  • Assist in the invoicing process by ensuring accuracy and timely communication of any route changes or adjustments to clients and drivers.
• Performance Monitoring:
  • Track and report on driver performance metrics, providing insights and recommendations to the Regional Account Manager for improvement.
• Communication:
  • Maintain clear and consistent communication with team members, drivers, and clients to foster strong working relationships and effective operations.
• Business Reviews:
  • Collaborate with the Client Service team to prepare for business reviews, contributing data and insights on account performance and customer feedback.

• Maintains the confidentiality of information processed.
  • Performs other duties and responsibilities as requested or required.
  • Follows company policies and procedures.

Qualifications

Requires a High School Diploma or equivalent required. Bachelor’s or associate degree preferred. 3-5 years’ experience in logistics, customer service, or related field required. PBM or healthcare knowledge is helpful. Basic Microsoft Outlook, Project, Excel, Word, and Power Point skills required. CRM experience a plus.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong communication and interpersonal skills.
• Ability to work collaboratively in a team environment.
• Proficiency in logistics management software and Microsoft Office Suite.
• Excellent organizational skills and attention to detail.
• Problem-solving mindset with the ability to manage multiple tasks simultaneously.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “Occasionally” means up to 1/3 of working time, “regularly” means between 1/3 and 2/3 of working time, and “frequently” means 2/3 and more working time.)

While performing the duties of this job, the employee is frequently required to sit, talk, or hear and use hands to handle, or touch objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend, or reach above the shoulders. The employee would rarely need to lift to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

This role is a hybrid position with frequent travel expectations within the U.S. estimated at 75% per year. The emphasis is on travel for impact. Due to the nature of operations, hours of work flexibility is required to maintain a high level of client service to support a 24/7 operation.

The above statement reflects the general details necessary to describe the principal functions of the occupation and shall not be construed as a detailed description of all the work that may be inherent in the occupation.

EEO Statement

SPS Health, LLC, and all its affiliates, are equal opportunity employers committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. The Company makes hiring decisions based solely on qualifications, merit, and business needs at the time.