Manager - Customer Service

Vallen•Belmont, NC

15h•Onsite

About The Position

Vallen’s Customer Service Manager oversees customer service activities for small to very small accounts, with supervision responsibilities for all remote and physically present associates that they have responsibility for.

Requirements

Bachelor's degree (B. A.) from four-year College or University
10+ years inside sales and supervisory experience and/or training
Or equivalent combination of education and experience
Ability to read and interpret documents such as training instructions, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Ability to interface in a customer responsive manner over the telephone and in person.
Able to handle difficult customer situations with diplomacy.
Ability to deal with problems involving several concrete variables in standardized situations.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
The individual must be entrepreneurial and assertive and possess the experience, skills, and attitude to be able to achieve the company’s market share/revenue goals.

Nice To Haves

Direct Reports – 25 to 35 associates
Customer Service Gross Margin – up to $35 million
Total Sales Volume – up to $130 million
On site / storeroom responsibility

Responsibilities

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Directly supervises associates including interviewing, hiring, and training employees; planning, assigning, and directing work.
Appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Develops associate’s skills and encourages growth.
Provide training on required systems.
Provide training for product and all technical competency.
Develop / establish motivating environment.
Develop and deploy succession planning.
Ensure compliance to variable pay plans.
Conduct annual performance of all direct reports.
Manage sales, margin, and productivity budgets and forecasts.
Manage Customer Service staff performance.
Manage pricing matrices and approval of all overrides.
Provide monthly / quarterly performance reports.
Drive digital utilization.
Resolve customer complaints immediately.
Monitor segment performance through working of daily, weekly, monthly required reports.
Ensures compliance to service KPI Goals.
Manage company assets appropriately.
Manage inventory information flow to purchasing.
Ensures adequate and timely billing of customer orders.
Ensures timely resolution of Accounts Receivable disputes.
Ensure all compliance to all customer contracts.
Ensures adherence to all pricing & freight policies.
Ensure compliance to company SOP’s and Internal Control Standards.
Work with Vallen Business Partners to implement strategic initiatives.
Enable cross functional communication.