Provides exceptional service and daily support to designated clients on programs, products, services and initiativesOversees and supervises team responses to client, internal departments, field team, dealerships, and end-customers (which includes phone calls and emails in accordance with established SLAs) to resolve open inquiriesPrepares and analyzes SLA reports and provides feedback on patterns, aged tickets, and overall SLA performanceDocuments processes and recommends process improvementsOffer day-to-day coaching and guidance to Account Specialist I & II’sPrepare scheduled and ad-hoc reporting/presentations to client and internal teams on ticket processing and successes/areas of opportunity (identify patterns for Account Specialists as well as field team members)Manages marketing material orders for designated clientAssisted with designated clients/field team phone calls and emails, working with various departments throughout the organization to manage the resolution of client questions, project deliverables and escalations. - Monitored responses to program related and process inquiries from clients, dealers and consumers and from other internal departments.- Served as a lead with various departments to reconcile escalated claims, cancellations and accounting issues.- Assisted Account Manager(s) to lead new product, form and pricing launches.- Reviewed and documented information on products and kept the Account Management, sales team, and other department managers updated with latest information on the company’s products and internal/external processes.- Initiated, managed and executed system set-up for new clients/accounts/incentives/overrides.- Took lead on escalated reconciliation and disbursement efforts of incentive payments, overrides and additional monetary programs.