Manager - Customer Service

Benefits at Vallen Medical, Dental, and Vision Insurance Medical, Dental, and Vision Insurance for Single, Employee + Spouse or Children, and Family Coverage 401(k) with discretionary company match of $0.50 on the $1.00 up to 6% of pay (U.S. positions only) Employer-paid Basic Life Insurance for Employee, Spouse, and Dependents Employer-paid Short-Term and Long-Term Disability Benefits and Parental Leave (and any leave required under federal, state, and local laws) Health Care and Dependent Care Flexible Spending Accounts Paid Time Off (Vacation and Sick Days): 80-160 hours of vacation time based on seniority, accrued monthly and prorated from date of hire. 40-56 hours of sick time per year based on seniority and advanced upon hire. Paid Time Off (Holidays): 8 scheduled holidays plus 2 floating holidays Employee Assistance Program Employee Resource Groups for networking and team building Tuition Reimbursement Program Employee Referral Program Safety shoe and safety glasses reimbursement (based on position) Employee discounts through BenefitHub Vallen complies with all minimum wage laws Position Summary Vallen's Customer Service Manager oversees customer service activities for small to very small accounts, with supervisory 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 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 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. Equal Opportunity Employer - Ethnically and Culturally Diverse/Females/Veterans/Disabled/Sexual Orientation/Gender Identity #J-18808-Ljbffr Vallen Distribution