Customer Service Manager
About The Position
Lead and manage an important customer service operation for a 120+ year privately held family business. Huyett is a manufacturer and master distributor of industrial fasteners and is looking for a culture-driven inside sales operations leader. Our Houston operation is a vital and strategic part of an aggressive go-to-market strategy encompassing e-commerce fulfillment, local Will Call, as well as supply chain support for oil & gas partners, original equipment manufacturing, and wide variety of retail distributors across North America. Huyett is a family-owned, privately held company with a Culture of Excellence fostered by a capable team of professional servant leaders. The ideal candidate will have a high level of energy and sense of urgency to accomplish Company goals and implement significant change within the organization. This role reports to the Sales Operations Manager and will be assigned to developing our Houston-based Sales Operations Group, including Customer Service, Key Accounts, and Will-Call Counter Sales teams.
Requirements
- 5+ years in sales or customer service management experience; preferably in a manufacturing or distribution environment.
- 5+ years of experience with managing work teams and developing individual team members.
- Experience in industrial distribution, fastener, or power transmission segments preferred.
- Experience in multi-channel management or channel development is preferred.
- Outstanding leadership, coaching, and organizational development skills.
- Excellent written and verbal communication skills.
- Stellar research/trouble-shooting skill with the ability to concisely present findings.
- Familiarity and experience with Enterprise Resource Planning (ERP), Data Analysis, and/or Data Visualization software.
- Bachelor’s degree in Business, Marketing, Communications, or other business-oriented discipline preferred.
Responsibilities
- Manage and direct the efforts of the Houston-based Customer Service Team, Will-Call Sales Team, and Key Accounts Team.
- Monitor KPI’s for all team members on a continual basis.
- Quote large volume orders, line expansions, and other strategic/special customer inquiries, ensuring mutual benefit and overall business success.
- Consult and liaise inter-departmentally to evaluate and troubleshoot product, pricing, and contract information in order to ensure customers are serviced in an accurate, complete, and timely manner.
- Utilize, review, and develop data analysis/reporting tools for tracking success.
- Identify and communicate business opportunities as applicable.
- Review and analyze business trends and sales activities and report findings to other Company personnel as appropriate.
- Foster an environment of trust and credibility while developing a business partnership with internal and external customers.
Benefits
- Eligibility for 3 Performance-Based Bonuses per year.
- Triannual profit-sharing bonuses on top of regular pay.
- Great culture with supportive teammates.
- Supportive managerial feedback.
- 401(k), with a generous employer match and a year-one full vestment.
- Full benefits, including free health insurance option for non-tobacco users.
- Generous paid-time-off policies, including paid holidays, bereavement, and parental leave.
- Comprehensive on-boarding training program.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
