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Field Support & Customer Relations Manager - Avendra (DC/Maryland)

Rockville, MD

  • Retail & Customer Service

  • Salaried

Job Description

The Field Support & Customer Relations (FSCR) Manager maintains positive relationships with all Avendra customers and local vendors for a specified geographic area.  The FSCR Manager is responsible for increasing customer satisfaction, program participation, solving problems, and implementing new programs with the ultimate goal of becoming a Trusted Advisor for our customers. 
Position Reports to Director of FSCR  

Job Responsibilities

Primary Responsibilities
•    Provide strategic supply chain consultative business reviews to executive teams at customer locations in their territory
o    Comfort level analyzing and strategically presenting reports and program information at the executive level
•    Maintain strong relationships with customers, e.g. hotels, golf clubs, restaurants, in a specified geographic area (territory)
o    Ensure execution of Avendra’s strategic value proposition for the Client (headquarters) and at the customer level (end-user) as per the Client Plan
o    Encourage change of customer’s behavior to drive positive results; present value of Avendra supply chain resources in a consultative fashion; work with customer on converting from existing suppliers to Avendra Contracted Suppliers
o    Be an advocate for the customers during contracting initiatives by balancing the overarching contracting philosophy and the customer’s service needs
•    Build and maintain local supplier relationships
o    Collaborate with the Regional SSCM Director to monitor supplier performance and hold vendors accountable on behalf of customers
o    Identify opportunities to grow Spend through new suppliers and/or new categories of suppliers
•    Manage the process, along with the Avendra HQ Implementation team, for new Customer roll-out meetings, including customer/supplier conference calls, kick-off meetings, and follow-up process
o    Monitor success of newly rolled-out Customers for Spend ramp up and overall program satisfaction; work with the customers where alignment opportunities exist
•    Analyze customer activity, satisfaction, and utilization of programs; identify non-participation and potential causes. Maximize participation with approved Avendra suppliers
•    Document FSCR/Customer/Supplier communication in eRM, including comprehensive call reports based on customer visits (e.g. leaders met with, discussion topics, savings identified, other action items)
Secondary Responsibilities 
•    As appropriate, manage the accounts which are assigned to you as the Account Manager, i.e. single units, and/or smaller Clients 
•    Provide internal support to other Avendra teams:
o    Regional SSCM: ensure alignment and support of any local contracting initiatives, e.g. RFATs, contract renewals, new initiatives
o    Quality Assurance: ensure alignment and utilize this resource as needed
o    Sales: participate, as needed, in complex Discoveries where local knowledge is required
Primary Competencies  
•    Functional/Technical Skills
•    Planning and Organization
•    Problem Solving & Analytical Skills
•    Relationship Building
•    Influencing Others (P3 and above)
•    Business Acumen (P3 and above)
Other Duties.  Please note this role description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required for this job.  Duties, responsibilities, and activities may change at any time with or without notice.
Work Environment.  This job operates in an office/home office setting and requires customer meetings.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 


Overnight Travel Requirements.  Type: All modes of transportation, percentage 25-50%, length: 1-2 nights
Years of Relevant Experience.   8-10 years of experience
Education Requirements.   BS/BA in relevant field or equivalent years' experience  


About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at or connect with us on FacebookInstagram and Twitter.

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