Mgr, E&R Customer Experience/ Customer Service

Job Description

Job Description

POSTION SUMMARY:

The Inside Sales Manager partners with leadership to build an open environment of proactive communication within the Inside Sales Customer Service Center that allows for flawless execution of strategic objectives to position E&R Industrial as the customer’s first choice. Maintains a strong cross functional network to ensure a personal and seamless customer experience through multiple channels utilizing onsite as well as virtual team members. Accountable for delivering customer service goals, P&L performance, a highly engaged team and to build a culture of Continuous Improvement.

Under the direction, specific duties include:

• Execute the strategic vision that connects customer requirements to operations and delivers on goals and expectations to achieve desired results.
• Build a high-performance team that flawlessly executes on the company’s strategic vision and delivers on the operational objectives.
• Take initiative to develop new techniques and assist with individual and team development.
• Lead projects to provide consistent customer service in alignment with company strategy.
• Partner with internal and external customers in order to identify needs and share information that helps E&R Industrial to provide exceptional service.
• Identify, analyze, organize, and lead operational development opportunities that are scalable within the customer service organization and that enhance the E&R Industrial strategy.
• Partner with other leaders to ensure exceptional service and operational excellence of the regional customer service department and remote workforce.
• Partner with cross-functional teams in disaster recovery, contingency planning and workload balance. Foster a continuous improvement culture by using CI tools and methodologies to make problems visible and generate process improvements required to build standardization and operational excellence within the customer service department.
• Develop and communicate consistent and continuous information about the organizational vision, mission, strategies, values, direction as well as our market strategy and change initiatives.
• Make informed business decisions by analyzing data to maximize service to our customers and partner with workforce management to make scheduling recommendations to meet defined service levels.

PREFERRED EDUCATION & EXPERIENCE:

• 5+ years of experience in customer service or inside sales, with at least 2+ years in a leadership or managerial role.
• Proven experience in the distribution industry, ideally within metalworking, manufacturing, or industrial distribution.
• Knowledge of metalworking products (e.g., cutting tools, abrasives, industrial machinery).
• Familiarity with maintenance, repair, and operations (MRO) products (e.g., hand & power tools, janitorial, safety & PPE).
• Experience managing customer expectations, order fulfillment, and product delivery in a fast-paced, complex environment.
• Prior quoting experience.

SKILLS AND ABILITIES:

• Computer knowledge- Excel, Word, PowerPoint, Outlook.
• Proficiency in using customer service hardware and software and operating and navigating multiple PC-based programs at once.
• Attention to detail and the ability to multi-task
• Use leadership skills to coach and facilitate service improvement, team behavior and to effectively communicate our vision and direction
• Has a solid understanding of the industry, market trends and customer base.

WORK ENVIRONMENT:

• Work conditions are typical of an office environment
• Office job requires ability to lift <25 lbs. and/or rarely work in difficult positions

The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.