CUSTOMER SUPPORT MANAGER (CSM)

Job Description

Job Description

Customer Support Manager

 

Millwood Inc. Mission: For all who come in contact with Millwood to clearly see the love of Christ in all that we do.

Millwood, Inc. demonstrates and encourages industry-leading innovation (with God, all things are possible), service (serving Christ and others), stewardship (caring for our Team, suppliers, customers and resources) and sustainability (preserving God’s creation for future generations).

We serve as the single-source provider of proven load carrying, securement and damage prevention solutions, management services with or without dedicated facilities, erosion control and lumber products, all founded and built on the gospel of Jesus Christ.

Millwood brings an ever-expanding portfolio of products and engineered solutions through its national footprint including over 1,800 dedicated Team members in 41 locations across North America.

Millwood is committed to fulfilling its mission and the growth of 1) People, 2) Presence, 3) Products and 4) Profitability for generations of Millwood Team members to come.

The Successful Candidate

It is important that the right Team Member for this position be a solid businessperson and understand the value and importance of the role people play in building a successful organization and enhancing organizational performance and value creation. The candidate should have excellent technical skills and unquestionable personal integrity, an extremely strong work ethic and will be someone who appreciates and embraces the culture, Team, mission and values of the Company and its Associates. 

The right candidate will need to be a good and genuine person with high Integrity, Trust, Servitude and Discipleship along with excellent business, interpersonal, verbal and written communication skills who understands the responsibilities to the families of Millwood. They must also respect what has been accomplished at the Company and be able to learn and add their own value and knowledge to further develop people strategies to recruit, train, develop and retain World Class Associates for the Strategic Business Unit and assist in its growth plan and in achieving profitability goals and value creation efforts.

Location

The position is located at the Company’s headquarters in Vienna, OH . It is an on-site, non-hybrid role with a Monday – Friday 8:00 a.m. to 5:00 p.m. schedule. 

Reporting Relationships

The Customer Support Manager will report directly to the Customer Service Team Manager, working closely with Sales Directors, Regional Sales Managers, other Customer Support Managers, and other cross-functional teams to support the sales function and uphold the Company’s mission and values.

 

Position Summary

The Customer Support Manager is responsible for managing day-to-day customer interactions and retention, supporting Regional and National Sales Teams in meeting and exceeding goals. They will maintain relationships with suppliers and coordinate with internal departments. Responsibilities include (but not limited to) order placement, costing form entry, billable and payable processing, logistics and reporting. Territories and regions may change assigned.

Role and Responsibilities

• Respond to incoming calls and emails from current customers
• Field inquiries of prospective customers and enter data in Salesforce
• Daily approval of vendor invoices for payment and timely and accurate invoicing to customers
• Establish new customers in Salesforce which includes determining and maintaining appropriate credit levels
• Accept, verify, and process customer purchase orders
• Collaborate with internal departments and external customers to resolve discrepancies to include but not limited to aging, credits, debits, etc.
• Request pricing from production facilities and/or Sourcing as directed
• Schedule loads and provide purchase orders to production facilities
• Create and maintain inventory items (specification, costs and sells) for all assigned customers
• Consistent follow-up with vendors to ensure accurate and on-time deliveries
• Process changes to purchase orders (dates, pricing, quantities) and relay information in a timely manner to vendors and customers
• Analyze Buying Pattern Report to identify order lapses, maintain product inventories, and proactively contacting customers for ongoing orders, seasonal fluctuations and advance order planning
• Basic understanding of product knowledge
• Ability to utilize Salesforce Software to provide quotes to customers
• Enter costing forms for new and updated packaging designs
• Perform other duties as assigned

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Skills & Competencies

• Ability to conform and adapt to core values and culture 
• Succinct and clear written and oral communicational skills in English 
• Detail-oriented.

• Strong math skills
• Analytical and problem-solving skills
• Project management and multitasking capability
• Strong organizational skills
• Exemplary computer skills (Microsoft Office, web research) 
• Experience working with Salesforce CRM
• Professional demeanor
• Personable, presentable, articulate
• Open, cooperative, enthusiastic
• Self-directed with exceptional initiative

 

Required Education, Experience, Certification, Licenses, Registration

• Must have HS diploma or equivalent (Bachelor’s degree preferred)
• Microsoft Office Suite
• Proven experience in a customer support role is required
• Strong understanding of customer service principles and practices

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

 

Physical Demands and Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be provided to enable individuals with disabilities to perform the functions.

This job requires the ability to physically move around the office and manufacturing plant environment. Ability to hear, speak and sit up to 8 hours per day. While performing the duties of the job, the employee is frequently required to use their hands and fingers to handle or feel. The employee is regularly required to stand, walk and reach with hands and arms. Specific vision abilities are required for this job including close and distant vision.

The noise level in the office work environment is usually quiet to moderate