SunSource and its family of companies represent 200+ locations and 3,000+ employees making up one of North America’s leading value-add industrial distribution companies. We provide customers with products and solutions within Fluid Power, Fluid Process, Fluid Conveyance, General Industrial Components, and Industrial Service & Repair. www.sun-source.com
This role will be responsible for guiding and directing the performance and activities of the district level Customer Service Managers within your region. You will also be responsible your team’s drive toward these critical objectives:
· Maximize customer satisfaction by providing outstanding customer service.
· Maximize contribution margins in each district.
· Exceeding service level goals around on time and error free performance
· Provide leadership around coaching, communication, training, career development.
This role will have responsibility for customer service districts in Houston, Dallas, New Orleans, El Paso, and Phoenix.
Experience, Education and Skills
- 2+ years business or technical degree OR equivalent combination of training and experience.
- 5 or more years in a management or supervisory role with a proven track record of leadership and relationship building.
- Successful track record of handling customer accounts in a manufacturing or distribution environment, with a thorough understanding of the processes and detail of the customer service function.
- Excellent verbal and written communication skills.
- Strong problem solving and decision-making skills.
- Ability to create a collaborative team environment across a wide geography with clear established goals.
- Experience with Infor CRM products, specifically Trend or SX.e is preferred.
Essential Functions
- Facilitate development by providing coaching and training.
- Provide daily supervision and training on overall direction to all district level Customer Service Managers and, in turn, encourage coaching and training to their respective teams.
- Develop thorough knowledge of the SunSource operating system to provide guidance to the customer service team as well as make recommendations for improvements.
- Provide operational and sales support for the local Region/District Sales managers.
- Coordinate local customer service management engagement as a backup for the CSR staff as necessitated by CSR time off.
- Build strong working relationships with various departments to ensure all internal and external customer issues/concerns are resolved within an appropriate time frame.
- Provide reporting and analysis of customer service, operational, and other related key metrics such as On-Time and Error Free performance, Customer Service Productivity (booked lines/orders, invoice $’s etc), Quote Follow up and conversion, Outbound calling and lead generation, and District and SBU level margins and sales goals
We are an Equal Employment Opportunity Employer M/F/V/D. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. eeopost.pdf (dol.gov). WE PARTICIPATE IN E-E-Verify Participation Poster English and Spanish . If you are an individual with a disability and require an accommodation to complete the application process, please contact [email protected] to request reasonable accommodation. Only requests for accommodations in the application process will be returned. Sun-Source | Privacy Policy
