Customer Care Manager

Stanley Black & Decker•Walnut, CA

10d•Onsite

About The Position

As a Customer Care Manager, you’ll be part of our Nelson Stud Welding, Engineered Fastening team working as an on-site employee. You’ll be responsible for leading and overseeing the day-to-day functional operations of five regional distribution centers under the direction of the Regional Sales Manager. This role requires a strong leader who is willing to wear multiple hats, enjoys working in a fast-paced environment, and is not afraid to get their hands dirty. The position involves developing processes and procedures for regional customer care activities, executing requests for quotation, handling the expediting of customer and inventory orders, and ensuring total customer satisfaction by promptly and efficiently reacting to customer requirements within established company guidelines. Distribution responsibilities include negotiating freight rates and managing inventory, as well as administering and ordering inventory for regional locations. The role also involves the administration of the regional rental fleet, processing customer returns, requests for credit, and resolving credit problems. Maintaining prompt communication with customers and company personnel, coordinating with outside vendors for services, price, delivery, and issuing purchase orders, and administering and analyzing daily cycle counting are also key aspects of this position. Additionally, you will supervise the regional warehouse operations teams and assist with training personnel.

Requirements

Bachelor’s Degree Preferred, or equivalent combination of education & experience.
4 years of Management and/or Inside Sales related experience and/or training.
Strong Leadership Capabilities.

Nice To Haves

Experience in Construction, Fasteners, or Welding industries will be helpful for this position.

Responsibilities

Responsible for leading and overseeing the day-to-day functional operations of five regional distribution centers under the direction of the Regional Sales Manager.
Develop processes and procedures for regional customer care activities.
Execute requests for quotation from customers and prospects, according to the Regional Manager's guidelines.
Handle effectively the expediting of customer and inventory orders.
Provide total customer satisfaction by promptly and efficiently reacting to customer requirements, while working within established company guidelines.
Distribution responsibilities such as negotiating freight rates and managing inventory.
Analyze, administer, and order inventory for the regional locations.
Administration of the regional rental fleet.
Process customer returns, requests for credit, and resolving credit problems.
Maintain prompt communication with customers and company personnel.
Coordinate with outside vendors for services, price, delivery, and the issuance of purchase orders.
Administer and analyze daily cycle counting.
Supervise the regional warehouse operations teams and assist with training personnel.