Customer Account Management Supervisor

Overview

Stewart & Stevenson is Now Hiring a Customer Account Management Supervisor at 10750 Telge Road Houston, TX 77095.

The Customer Account Management Supervisor is responsible for leading and supporting the Customer Account Management function to ensure assigned customer accounts, dealers, and distributors receive accurate, timely, and professional service throughout the full customer order lifecycle.

This position provides day-to-day supervision, workflow prioritization, coaching, and escalation support for Customer Account Managers while partnering with Sales, Project Management, Operations, Engineering, Supply Chain, Quality, and other internal teams to resolve customer issues, improve processes, and support business objectives.

This role supports sales growth, operational effectiveness, customer satisfaction, quality of work, and continuous improvement through proactive leadership, professional communication, and strong attention to detail.

Responsibilities



* Supervise, coach, and develop Customer Account Managers supporting assigned customers, dealers, and distributors.


* Support onboarding, training, mentoring, process guidance, work quality reviews, and employee development for product knowledge, systems, communication expectations, and internal processes.


* Set daily priorities and ensure inquiries, quotes, orders, warranty claims, complaints, and escalations are handled accurately and on time.


* Serve as escalation point for complex customer issues, order discrepancies, warranty concerns, and service matters.


* Monitor accounts to identify risks, trends, service gaps, and improvement opportunities.


* Ensure accurate quotation preparation within approved pricing and negotiation guidelines, accurate records are maintained in ERP and related business systems.


* Oversee order management, documentation accuracy, configuration review, delivery follow-up, and customer communication.


* Coordinate with internal departments to resolve issues, remove roadblocks, and support timely execution.


* Oversee warranty claims to ensure proper review, documentation, communication, and resolution.


* Review warranty trends, root causes, corrective actions, and replacement activity to support improvement.


* Provide leadership updates on escalations, account risks, warranty activity, staffing, workload, and partner with leadership to improve procedures, reporting tools, communication standards, and performance metrics.


* Promote accountability, professional communication, consistent documentation standards, and effective team performance through coaching, policy adherence, and staffing support.


* Perform other duties and projects as assigned.

Qualifications



* Strong leadership skills with the ability to coach, prioritize, and hold team members accountable.


* Excellent verbal and written communication skills with customers, dealers, distributors, internal teams, and leadershi...