Service & Sales Manager

Mouser • Mansfield, TX

8d

About The Position

This role involves managing a team to achieve customer service and sales objectives. The manager will be responsible for directing the work of multiple employees, making recommendations regarding their performance and status, and developing productive work teams through hiring, training, and performance management. The position requires establishing and maintaining strong relationships with internal teams, suppliers, and customers, resolving complex issues, and driving continuous improvement in sales strategies and processes. The manager will also ensure financial objectives are met, communicate professionally, and support company quality initiatives. Responsibilities may include customer site visits to demonstrate value and discuss service offerings.

Requirements

• Knowledge of Microsoft Office Applications (Excel, PowerPoint, Work and Outlook) at the advanced level
• Experience developing and maintaining productive work teams and providing ongoing performance management
• Strong analytical, problem solving, negotiation, organizational, and teaching skills
• Ability to read, analyze and interpret scientific and technical journals, financial reports and legal documents
• Proficient with writing/creating reports, business correspondence, and presentations
• Excellent verbal and non-verbal communication and telephone etiquette.
• Ability to communicate with people at all levels
• Able and willing to use our telephone headsets
• Detailed and thorough in work habits with multi-tasking ability
• Able to work with minimum supervision and make independent judgments
• Computer Knowledge 80%
• Proof Reading 75%
• Customer Service 80%
• Typing 35wpm
• Acceptable driving record
• Possession of a current, valid driver’s license and current proof of insurance.
• Bachelor’s Degree in any field, or minimum of 3 years prior work experience that is relevant to the team you will manage.
• Internal candidates: Minimum 2 years as a highly performing Mouser Team Lead or Supervisor.
• External candidates: Minimum 3 years as a supervisor or higher-level management position.

Responsibilities

• Direct the work of two or more full-time employees or their equivalent.
• Make suggestions and recommendations for employees regarding performance and change of status, including transfer, advancement, termination, and hiring.
• Accomplish customer service objectives by motivating, training, coaching, and providing detailed guidance to staff through performance management expectations.
• Develop and maintain productive work teams by hiring qualified personnel and managing staff levels and schedules to ensure customer support coverage.
• Perform follow up with staff members through monitoring, appraising, and report analytics on all performance metrics.
• Establish and maintain effective relationships with the Mouser Business Development Team, MFG Reps and Suppliers.
• Assist with special requirements, including sales leads, quotes and expedites.
• Resolve Supplier and/or Customer issues, determine necessary improvements, and help to implement change.
• Coordinate activities with the Mouser Product Management Team to ensure continuity with Suppliers, MFG Reps and Business Development.
• Establish and maintain effective relationships with customer and Suppliers.
• Resolve customer issues, identify customer service trends, determine necessary improvements, and help to implement change.
• Investigate and solve customers’ problems, which may be complex or long-standing concerns.
• Thoroughly investigate and understand customer processes, buying habits, and organizational structure.
• Prepare and complete action plans.
• Suggest and drive continual process and procedure improvement for the entire sales organization.
• Assist Director of Sales or VP of Sales with development of results-oriented sales strategies.
• Ensure customer service financial objectives are met through sales and margin expectations.
• Communicate professionally and clearly with customers and employees by email, phone, and face-to-face.
• Support and participate in company total quality process and lead by example through professionalism, attendance expectations, and flexibility.
• Perform customer site visits when necessary to deliver Mouser’s value and discuss potential process based service offerings.
• Develop and maintain productive work teams by hiring qualified personnel, training, and managing performance.
• Manage teams with integrity, ethical business practices, and in accordance with Mouser policies, procedures, and practices.
• Manage daily operations to meet department and company objectives.
• Work with minimum supervision and make independent judgments.
• Be flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments.
• Initiate, establish and maintain highly effective relationships with internal and external business contacts of various cultures, and at all levels.
• Be extremely confidential and trustworthy.
• Demonstrate knowledge, experience and understanding of critical job function of the team and people management.
• Assist management with development of results oriented strategies.
• Maintain regular attendance at work.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager