Job Description - Customer Service Manager

Business Unit: Houston

Department: Customer Service Manager

FLSA: Exempt

Reports to: GM Scott Carroll

Purpose of the job:

Lead customer service / inside sales team in accordance with our Core Values and supporting our company culture. Fulfill customer requirements by leading an efficient and effective team in a manner conforming to our mission of “creating solutions” for our customers while building long term growth and profitability. Seeks continuous improvement in the operational effectiveness consistent with our vision of “We are committed to improving the lives of our associates, customers and community”. Responsible for ensuring sales growth, meeting gross margin goals, exceeding customer satisfaction, and achieve expense budgets / goals.

Essential functions and responsibilities:

Responsible for meeting quarterly and annual key performance indicators (KPI’s), in addition to all customer transactions which include but not limited to bookings, billings, and service levels. Lead, train, and support customer service associates to meet company objectives within the framework of company policy and guidelines. Support field sales team activities on a day-to-day basis. Identify and communicate new selling opportunities to field sales. Maintain facility, inventory and equipment consistent with good business practices and protection of assets. Responsible for safety of the work environment. Seeks continuous improvement of their technical knowledge of fluid power technology and the products the company sells.

Other duties and responsibilities:

Lead weekly meetings to ensure effective communication and review KPI’s with associates. Continuously seek alternatives that will improve our delivery of products and services to the customer. Seek methods, processes and techniques that reduce our operational costs and improves efficiencies. Lead, train and coach customer service associates to achieve best in class customer service. Assure your local location is operating in compliance with all laws and building codes.

Supervisory responsibilities for the following associates:

Works with Human Resources and senior management to make staffing decisions. Responsible for customer service, warehouse, sales, assembly (if any) and Parker Store (if any) for meeting performance expectations / goals. Conduct formal written reviews of associates at least once per year. Within the review process, provide specific, measurable goals, for each associate to achieve and build on professional competency in the coming year.

Knowledge and skills:

Provides leadership in a team environment. Very reliable, excellent motivator, and good trainer / teacher for internal associates and external customers. Excellent verbal and written communication skills. Has the ability to successfully resolve complex problems for customers, associates and vendors. Five or more years of operations experience in the fluid power distribution business. Strong working knowledge of the company’s business software. A good understanding of general business practices. Attainment of technical / professional certifications as required by the company. Represents Wilson Company in a professional manner and regard.

Fiscal responsibilities:

Proactively participate in budgeting and other financial planning processes. Manage cash in accordance with company standards. Take responsibility for the accuracy of bookings and billings for your location. Assure assets and facilities are protected, properly maintained, accounted, and utilized as directed / employed.

Public contact:

Serves as the location contact representative. Occasionally represent the company on visits to customer and vendor facilities, as well as host customer and vendor visits at your location. Professionally presents self well and with sincerity, high ethics and empathy.

Working conditions and hazards :

The majority of the work is completed in a business office environment. However, the duties will include working in the field and in a warehouse environment. May be required to sit for long periods of time and the work may involve some repetitive motions.

Experience and Education:

Bachelor’s Degree

Five years of industrial distribution experience.

Five years of Fluid Power, Hydraulic and Pneumatic product knowledge and experience.

Ten years management experience.