Manager - Customer Service

Position Summary Vallen’s Customer Service Manager oversees customer service activities for small to very small accounts, with supervision responsibilities for all remote and physically present associates. The role includes performing duties personally or delegating to associates. Essential Job Duties and Responsibilities Associate Management Carries out supervisory responsibilities according to company policies and applicable laws. Directly supervises associates: interviewing, hiring, training, planning, assigning, directing work. Appraises performance, rewards and disciplines employees, addresses complaints and resolves problems. Develops associate skills and encourages growth. Provides training on required systems, product and technical competency. Establishes motivating environment and succession planning. Ensures compliance to variable pay plans and conducts annual performance reviews. 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 and quarterly performance reports. Drive digital utilization. Service Resolve customer complaints immediately. Monitor segment performance via daily, weekly, monthly reports. Ensure compliance to service KPI goals. Working Capital Manage company assets appropriately. Manage inventory information flow to purchasing. Ensure adequate and timely billing of customer orders. Resolve accounts receivable disputes timely. Compliance Ensure compliance with all customer contracts and pricing & freight policies. Adhere to company SOPs and internal control standards. Vallen Team Work with Vallen Business Partners to implement strategic initiatives. Enable cross‑functional communication. Job Qualifications Bachelor’s degree from a four‑year college or university. 10+ years inside sales and supervisory experience and/or training, or equivalent combination of education and experience. Direct reports of 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 documentation; write routine reports and correspondence. Effective verbal communication before groups; telephone and in‑person customer interaction; handle difficult situations diplomatically. Problem‑solving in standardized situations with multiple variables. Calculating figures such as discounts, commissions, percentages, areas, volumes; apply basic algebra and geometry. Apply common‑sense understanding to follow written or oral instructions. Entrepreneurial and assertive attitude to achieve company market share and revenue goals. Work Environment & Physical Demands Long periods working on a computer with repetitive key‑boarding. Environment may include manufacturing exposure to dirt, smoke, heat, cold. Safety protection may be required on customer facilities. Overtime hours may be required with little notice. Regular talking and hearing; frequent sitting; occasional standing, walking, and lifting up to 25 lbs. Vision requirements include close vision and color distinction. Benefits at Vallen Medical, Dental, and Vision Insurance (varied coverage options) 401(k) with company match up to 6% of pay (U.S. positions only) Employer‑paid Basic Life Insurance, Short‑Term & Long‑Term Disability, Parental Leave. Health Care and Dependent Care Flexible Spending Accounts. Paid Time Off (Vacation and Sick Days) – 80–160 hours vacation, 40–56 hours sick per year based on seniority. Paid Time Off (Holidays) – 8 scheduled holidays plus 2 floating holidays. Employee Assistance Program, Employee Resource Groups, Tuition Reimbursement, Employee Referral Program, Safety equipment reimbursement, Employee discounts through BenefitHub. Vallen complies with all minimum wage laws. Equal Opportunity Employer – Ethnically and Culturally Diverse/Females/Veterans/Disabled/Sexual Orientation/Gender Identity #J-18808-Ljbffr Vallen USA