Manager, Strategic Customer Support Teams

Job Description Summary

Manager, Strategic Customer Support Teams

Key Account Service Team Manager provides optimum customer service, daily management of a team of employees, hiring, motivating, coaching, training, and problem solving.

• Manage daily operations through direction to hourly staff to meet all internal and external customer requirements.
• Provide continual evaluation of processes and procedures; suggest methods to improve area operations, efficiency and service to both internal and external customers.
• Provide and administer performance feedback and coaching on a regular basis to each team member.
• Ensure availability to employees for appropriate coaching, counseling, direction and resolution.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Assist on employee relations issues expressed by team members in conjunction with HR Department.
• Create and maintain a high‑quality work environment to motivate team members.
• Deliver disciplinary and/or performance corrective action according to company policy.
• Assist Senior Manager with daily operation of the Key Account Team including development, analyses and implementation of staffing and training needs.
• Work on special or ongoing projects for process improvement.
• Approve payroll time cards for hourly staff.
• Manage all Strategic, National and Key Account customer orders and queries in accordance with Company Policy and Partnership Agreements.
• Manage all customer issues and complaints, routing them appropriately and ensuring timely resolution.
• Communicate effectively with Strategic, National, and Key Account Managers on their customers' activity and requirements.
• Perform other duties assigned by the manager.

• Good working knowledge of the construction and rental industry.
• Previous experience in a customer service and manager role.
• Clear, concise communication skills.
• Effective listening skills.
• Embraces change and acts on suggestions to improve processes and service levels.
• Ability to effectively utilize Sunbelt’s point of sales system (Wynne).
• Strong customer service ethic with a positive approach toward customers’ needs.
• Strong team player and supportive of others.
• Strong organizational skills with attention to detail.

The physical demands of this role require bending, squatting, crouching, reaching, lifting 50 pounds or more, and working indoors/outdoors when required. Reasonable accommodations may be made to comply with applicable laws.

Full‑time employees receive the following benefits:

• Health, Dental and Vision plans
• 401(k) Match
• Volunteer time off
• Short‑term and long‑term disability
• Accident, Life and Travel insurance, and flexible spending
• Tuition Reimbursement Options
• Employee Assistance Program (EAP)
• Length of Service Awards

Paid time off includes 12‑25 vacation days depending on years of service, 5 sick days, 6 holidays, 2 half‑day holidays, 2 floating holidays, 1 inclusion day, and 1 volunteer day.

Base Pay Range: $71,269.00 – $97,995.70.

Sunbelt Rentals is an Equal Opportunity Employer – Minority/Female/Disabled/Veteran and any other protected class.

Sunbelt Rentals supports service members. Veterans encouraged to apply.

Visit  for more information on our benefits and to join our Talent Network.