Position Summary
The Commercial Account Specialist will be responsible for managing and growing a portfolio of commercial clients remotely. Your primary goal will be to build strong relationships, understand client needs, and deliver tailored solutions to drive business growth and retention, all from a desk-based environment. This role combines sales, service, and strategy in a fast-paced and collaborative setting. The ideal candidate will have excellent communication skills, a strong customer service orientation, and a deep understanding of commercial account management.
Core Duties / Key Responsibilities
•Manage a portfolio of commercial accounts via phone, email, and online meetings.
•Maintain and grow revenue by identifying upsell and cross-sell opportunities.
•Set up and maintain accurate and up-to-date customer records in CRM systems.
•Develop a deep understanding of commercial customer needs and provide tailored product/service solution recommendations.
•Act as the main point of contact for a portfolio of large commercial customers and support with queries/issues, ensuring timely resolution and high customer satisfaction.
•Manage retention for a portfolio of smaller/lower value commercial customers, ensuring their continued satisfaction and loyalty.
•Maintain accurate and up-to-date records in CRM systems.
•Collaborate with internal teams (e.g., marketing, commercial sales, operations,) to ensure commercial customer needs are met and to support with lead generation efforts.
•Meet or exceed monthly KPI and retention targets.
•Handle inbound new customer inquiry calls from commercial prospects, capture requirements, and qualify leads before passing them to the national commercial sales team.
•Fulfill outbound call campaigns aimed at growth and expansion of commercial accounts.
•Manage documentation and compliance with company policies, process invoices, and maintain accurate client records.
Position Qualifications
Experience/Education
Required Education: Bachelor's degree, or equivalent work experience in Business, Marketing, or a related field
Required Work Experience:
•4+ years of proven work experience in account management, commercial customer service, or related specialty
Required Knowledge/Skills/Abilities
Microsoft Applications: Moderate to advanced functionality (in particular, Word, Excel and Outlook)
Additional Technology: Exceptional phone skills and computer literacy
Travel: Daily travel to work site
Communication: Exceptional verbal and written communication skills required
Additional Requirements:
•Proven experience in account management, sales, or customer service, ideally in a B2B or commercial environment.
•Excellent communication and relationship-building skills.
•Strong negotiation and influencing abilities.
•Self-motivated, target-driven, and comfortable working independently.
•Proficiency in using CRM software and Microsoft Office Suite.
•Ability to manage multiple accounts and priorities in a dynamic environment.
•Commercial awareness and problem-solving mindset.
•Must be able to work independently and effectively manage time.
•Proven experience managing commercial accounts, preferably in a similar industry.
•Experience negotiating contracts with commercial customers.
•Experience managing projects, including planning, execution, and follow-up.
•Experience conducting market research and analyzing industry trends.
•Ability to develop strong customer relationships and handle customer service issues effectively.
•Strong organizational skills and attention to detail.
•Good problem solving and decision-making skills.
•Ability to maintain stability under pressure and be flexible and willing to modify plans when necessary.
•Ability to be a positive representative of the Company both internally and externally.
•Ability to work with respect and cooperation at all times with fellow employees and customers.
•Must be committed to working safely at all times.
•Complete all PERC and other online training in a timely manner.
•Regular attendance at the worksite is required.
Physical/Working Requirements
The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be available to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is:
•This position requires you to work from an office environment;
•Prolonged sitting at a desk and working on a computer;
•Stoop, kneel, crouch, or crawl or otherwise reach into confined spaces;
•Communicate with and exchange information verbally and in writing;
•Move about in an office environment;
•The noise level in the work environment is usually moderate
Scope
Total Organization Employees: ~ 900
Total Organization States: 21
This job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide the employee with a general sense of the responsibilities and expectations of his/her position. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. As the nature of business demands change so, too, may the essential functions of this position.
DCC Propane is an equal opportunity employer. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, age, national origin, gender, gender identity, sexual orientation, marital status, veteran status, military status or disability status.