Manager - Customer Service

Position Summary:   

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 by performing the following duties personally or through delegation to associates.

Essential Job Duties and Responsibilities:    

1. Associate Management
   • 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

1. Performance
   • Sales
     • 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
   • Service
     • Resolve customer complaints immediately
     • Monitor segment performance through working of daily, weekly, monthly required reports
     • Ensures compliance to service KPI Goals
     •  
   • Working Capital
     • 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
   • Compliance
     • Ensure all compliance to all customer contracts
     • Ensures adherence to all pricing & freight policies
     • Ensure compliance to company SOP’s and Internal Control Standards
   • Vallen Team
     • Work with Vallen Business Partners to implement strategic initiatives
     • Enable cross functional communication

Job Qualifications: 

• 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
• 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
• 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. Ability to deal with problems involving several concrete variables in standardized situations.
• 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.

Work Environment & Physical Demands:

• Long periods of time working on a computer and performing repetitive key-boarding activities.
• Work may be in a manufacturing environment and could have exposure to dirt, smoke, heat, cold, etc.
• Safety protection may be required while in the customer's facility (hand, foot, and eye or other as dictated by the customer's safety protocols).
• Overtime hours may be required with little advanced notice.
• While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to sit. The employee is occasionally required to stand and walk. The employee may be required to occasionally lift and/or move up to 25 lbs. Specific vision abilities required by this job include close vision, ability to adjust focus, and may require the ability to distinguish color.