Summary

The primary mission of this position is to provide leadership to the company’s customer service/Inside Sales management team.  Provide direction to the team to meet and exceed individual and functional business unit sales goals.   The Customer Service – Operations manager is responsible for the management, implementation and compliance with all departmental procedures in order to maintain the highest degree of efficiency and excellent customer service.

Responsibilities – Customer Service Teams

• Provides daily management and training on overall direction to all CSR and Support associates within the company.
• Develops thorough knowledge of the Carotek P21 operating system to provide guidance to CSR team as well as make recommendations for improvements.
• Provides operational and sales support for the local Carotek Division Managers
• Provides input for the yearly operating plan
• Reviews and manages current initiatives as assigned by Carotek management
• Provides proactive communications with all divisions to ensure all internal and external customer issues/concerns are resolved within an appropriate time frame. In addition, fill the role as the management contact for the Sunsource CSM team. These initiatives include but are not limited to:
  • Pricing Policies and programs
  • Credit
  • Purchasing team regarding operational efficiencies
  • HR
  • Accounting regarding efficiencies, reporting from P21
• Develops daily/weekly reviews of all reports relating to Customer Service
• Assist functional group managers in annual performance reviews and merit increases for CSR teams
• Assist CSR’s and functional group managers for customer disputes

Responsibilities - Operations

• Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations
• Works with members of the Information Technology department to ensure that all operational systems are continuously evaluated for proper operation, relevance, and utilization
• Selects and maintains accounting systems, order management systems, e-commerce infrastructure and databases ensuring the company is migrated toward technology offerings that will generate higher efficiency and enhanced reporting and tracking capabilities
• Works with management team and pricing manager to assist in developing reporting from P21 ERP for sales, CSR’s, gross margins, pricing deviations, credits, open orders, monthly invoicing futures, expediting reports and others as needed
• Oversees all company telecommunication systems and support

• Interacts regularly with executive team and department heads to ensure that company’s operational priorities are aligned with total company direction
• Investigates and introduces process improvement measures and presents suggestions to executive team for consideration
• Managing Vendors and working with IT for all office equipment - Computers, printers, copiers, furniture etc
• Security Systems - keys, codes, alarms, police
• Portals – setups, maintenance, daily operation
• Commissions – monthly audit, P21 structure
• Participates in vendor negotiations to ensure product relevance and cost-efficiency
• Recommends and implements techniques to improve productivity, increase efficiencies, reduce costs and maintain up-to-date practices

General Education and Experience:

Education – Bachelor’s degree with a minimum of 3-5 years’ experience in a distribution or industrial environment. 

Experience – At least 3 years of experience in a supervisory role and the equivalent of two years’ experience in inside sales dealing with technical products.  Experience within the fluid power industry will be integral for quick success in this position.  Experience with distribution/manufacturing operating systems and Microsoft software.

Skills and Knowledge - Strong verbal and written communication skills. Strong problem solving and decision making skills.  Analytical and capable of capturing and organizing information that assists with decision making. Ability to provide strong motivational support and work with cross-functional team integral to the success.   Must be willing to travel.

Physical Demands - Ability to sit for long periods of time (up to 8 hours) utilizing a telephone, computer, computer screen, and keyboard. 

Core Competencies:

Coaching: Works to improve and reinforce performance of others. Facilitates their skill development by providing clear, behaviorally specific performance feedback and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem.

Competitive: To outperform others who are selling goods or services in the same market.

Customer Focus: Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer. (“Customers” can be co-workers, peers or management as well as external consumers of a service such as students, parents, or community members.)

Energy/Drive for Results: Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence.  Shows a passion for improving the delivery of services with a commitment to continuous improvement.  Consistently maintaining a high activity or productivity level and potentially sustaining long working hours.

Individual Leadership / Influence: Using appropriate interpersonal styles and methods to inspire and guide individuals (subordinates, peers, and superiors) toward goal achievement; modifying behavior to accommodate tasks, situations, and individuals involved.

Positive Outlook: Promotes and contributes to the idea of a positive prospect for the future of a company. Shares success freely with subordinates, peers and superiors. Offers ideas for improvement of the company professionally and as a means for making the company GREAT!

Problem Solving / Analytical Thinking: Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and calling on other references and resources as necessary.