Partner Experience Concierge

Our mission is to be a trusted workplace for team members to be their whole selves at work. A company that people love and positively impacts the lives of all whom we touch.

At Interstate Batteries, you have the chance to be excellent at work and excellent at life. We know that professional success depends on personal wellbeing. That's why we want to enrich your life with the tools and services you need to succeed in every area of your life. Join us!

Purpose of Job:

The Partner Experience Concierge serves as a high-touch liaison between the company and its Distributor and Office Manager (OM) network. This role is responsible for resolving receivable and process issues, coordinating internal case management, and enhancing the overall partner experience.

Job Components:

Distributor Support & Escalation Management

• Serve as the final escalation point of contact for escalated, complex, or high-impact distributor issues and cases.

• Track and manage distributor escalations through resolution, maintaining accountability and consistent follow-up, including Service Now cases.

• Make real-time decisions in high-impact distributor escalations, including financial adjustments and policy deviations, without direct supervisory input.

• Review historical case records, coordinate with action owners, and ensure distributors are informed at each stage.

• Represent the company in negotiating resolutions with partners on high-dollar or brand-impacting concerns.

• Exercises discretion in applying or modifying standard procedures to fit unusual distributor needs or field circumstances.

• Conduct quarterly check-ins with Distributors and Office Managers to proactively identify support needs.

• Identify trends and propose process improvements to reduce repeat issues.

• Respond to distributor inquiries via the ServiceNow portal and follow up until closure.

Aging Receivables & Reconciliation

• Partner with Office Managers to investigate and resolve unpaid tickets and Accounts Receivable (AR) discrepancies.

• Prepare aging and reconciliation analysis, determine next steps (e.g., National Account Customer (NAC) routing, distributor follow-up, return).

• Resolves non-standard account reconciliation discrepancies by evaluating contractual agreements, determining root causes, and recommending financial corrections without supervisory approval.

• Identify and mitigate risk exposure related to receivables, returns, and partner dissatisfaction by applying informed judgment in the absence of complete data or guidelines.

• Use SAP, AIM, IBAPP, and advanced Excel tools (e.g., VLOOKUP, multi-tab functions) to research invoice/payment status.

• Provide training to Office Managers on common processing errors and suggest corrective actions.

• Collaborate with AR on larger write-off recommendations and mitigate non-collection risks.

• Act as the final decision-maker for unique receivable or reconciliation cases that fall outside standard protocol

Support Link & Partner Engagement

• Co-chair monthly Office Manager and Steering Committee meetings to foster community and alignment, which includes meeting content, communication, and follow-ups.

• Develop and archive meeting materials (e.g., PowerPoint, Q&A documentation, attendance tracking).

• Maintain up-to-date contact lists and ensure consistent communications across the Office Manager network.

Cross-Functional Coordination

• Collaborate with internal teams (e.g., NAC, AR, Pricing) to resolve partner issues and payment roadblocks.

• Create and contribute to Best Business Practices (BBPs) and process documentation.

• Create policy recommendations based on patterns of distributor feedback and present to leadership for operational change.

• Lead distributor data collection initiatives and track progress.

• Maintain up-to-date SOP documentation, issue trackers, and trend analysis.

• Manage and distribute Office Managers lists, trackers, and resource documents as needed.

• Align with Learning & Development and Distributor Support teams to ensure consistent SharePoint content and training resources.

• Mentor Tier 1 and Tier 2 support specialists to improve overall support effectiveness.

Qualifications:

• 3+ years of experience in partner support, customer success, or operational coordination roles.

• Bachelors degree in Business, Communications, or related field preferred .

• Proven ability to manage complex escalations with empathy and professionalism.

• Strong communication, coordination, and follow-up skills across internal and external stakeholders.

• Strong organizational skills with the ability to manage multiple priorities and deadlines under direct to moderate supervision.

• Strong troubleshooting and analytical skills, high attention to detail, with the ability to manage competing priorities.

• Highly self-motivated and independent.

• Ability to consider different possibilities and make independent decisions based on experience to resolve issues effectively.

• Proficiency in Microsoft Office Suite, advanced Excel (VLOOKUP, pivot tables), and collaboration tools (e.g., Microsoft Teams).

• Experience with SAP, ServiceNow, and shared platforms (AIM, IBAPP) strongly preferred .

• Ability to work under pressure and prioritize effectively,

Scope Data:

• Act as a resource to junior team members.

• Apply independent thought, originality, and reasoning to provide input on decisions.

• Exercise discretion in allocating resources efficiently to assist support activities.

• Exemplify Interstates Purpose and Values.

• Works cross-functionally with Finance, Supply Chain, and Operations.

• Supports Distributorship management and office staff.

Work Environment:

• Ability to use a computer for prolonged periods of time.

• Ability to sustain posture in a seated position for prolonged periods of time.

• Regular physical activity includes manual handling, verbal communication, and auditory tasks.

• Specific vision requirements include close vision, depth perception, and the ability to adjust focus.

Note: We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

Interstate Batteries provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Interstate Batteries complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Interstate Batteries expressly prohibits unlawful discrimination on the basis of age, race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, medical condition, genetic information, national origin, ancestry, disability (mental and physical), marital status, military status, veteran status, citizenship or any other characteristic protected under applicable local, state or federal law.