Service & Sales Manager

Mouser • Mansfield, TX

10d • Onsite

About The Position

This role is responsible for managing a team of employees to achieve customer service objectives. The manager will motivate, train, and coach staff, manage performance, and ensure adequate customer support coverage. They will also establish and maintain relationships with internal teams, suppliers, and customers, resolving issues and driving process improvements. The position involves understanding customer needs, developing sales strategies, and ensuring financial objectives are met. Communication, professionalism, and flexibility are key, with occasional customer site visits required.

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. Able to communicate with people at all levels
• Able and willing to use 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 and ability to provide current, valid driver’s license and current proof of insurance.
• Develops and maintains productive work teams by hiring qualified personnel, training, and managing performance.
• Manages teams with integrity, ethical business practices, and in accordance with Mouser policies, procedures, and practices.
• Customarily and regularly directs the work of two or more full-time employees or their equivalent.
• Makes suggestions and recommendations for these employees regarding performance, including hiring, transfer, advancement, and termination.
• Manages daily operations to meet department and company objectives.
• Works with minimum supervision and makes independent judgments.
• Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments.
• Initiates, establishes and maintains highly effective relationships with internal and external business contacts of various cultures, and at all levels.
• Extremely confidential and trustworthy.
• Demonstrates knowledge, experience and understanding of critical job function of the team and people management.
• Assists management with development of results oriented strategies.
• Regular attendance at work is an essential part of the job.

Nice To Haves

• 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 regarding employee performance and status changes (transfer, advancement, termination, hiring).
• Motivate, train, coach, and provide guidance to staff through performance management.
• Hire qualified personnel and manage staff levels and schedules to ensure customer support coverage.
• Monitor, appraise, and report on staff 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 implement change.
• Coordinate activities with the Mouser Product Management Team to ensure continuity with Suppliers, MFG Reps, and Business Development.
• Investigate and solve complex or long-standing customer problems.
• 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.
• Perform customer site visits when necessary to deliver Mouser’s value and discuss potential process-based service offerings.

Benefits

• competitive pay
• benefits
• business casual dress environment
• state-of-the-art facility

What This Job Offers

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