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 that they have responsibility for by performing the following duties personally or through delegation to associates.

Essential Job Duties and Responsibilities:  

1. 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

1. 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