Regional Customer Service Manager
Van Meter Industrial - Davenport, IA

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The Regional Customer Service Manager (RCSM) plays a crucial role in supporting our purpose of being our customers’ competitive advantage by providing leadership through coaching and mentoring all administrative, customer service, counter sales, delivery and warehouse employees within the branches in their region. They are expected to be knowledgeable of market and industry trends, competitors, and leading customer strategies. They should have demonstrated leadership ability to create a results-driven, team oriented environment. The RCSM ensures their teams are providing excellent customer service while continually looking for ways to improve the service provided. The RCSM develops and maintains strong supplier and customer relationships to continue to grow profitability and market share. The RCSM sets the example for their team by always displaying a positive attitude and excellent customer service. The RCSM individual promotes and protects our culture, our 5 P’s and our purpose to be our customer’s competitive advantage.

Required Skills Key Responsibilities & Essential Functions
  • Manage sales, day to day operations and distribution and services functions to promote strong customer service and company growth
  • Provide leadership and direction to all administrative, customer service, counter sales, delivery and warehouse employees within the branches in their region
  • Provide coaching, mentoring and performance feedback to enhance employee engagement
  • Create strategic direction and yearly goals for each branch and the respective employees
  • Responsible for leading talent management efforts at each location
  • Coach, develop and support pricing strategies that drive margin improvement
  • Lead customer profitability analysis
  • Explore and determine best practices for all processes within the team
  • Partner with others and strategize on resource sharing across regions/branches
  • Responsible for reviewing and approving branch expenses
  • Assist the Regional Vice President in creating the operational budget for branches
  • Support and drive the adherence to all safety policies for all departments
  • Develop and maintain good warehouse practices, processes and policies
  • Adhere to established metrics for branch inventory such as levels or budget dollars, cycle counts, dead inventory, product mix, etc.
  • Adhere to established metrics for branch delivery and the expense associated
  • Establish a working relationship with both the Fleet Manager and Inventory specialist, understand and support overall company strategies as it relates to these roles and budget set forth
  • Develop and maintain good working relationships with all RCSM’s in the company
  • Maintain good working relationship with all internal support departments
  • Develop and maintain strong customer relationships
  • Develop and maintain strong supplier relationships
  • Develop and maintain good customer service practices, processes and policies
  • Assist in any customer service opportunity and create an ease of doing business
Critical Success Factors:
  • Strong leadership and mentoring skills
  • Strong interpersonal and communication skills
  • Demonstrated business acumen
  • Ability to learn, grow, and adapt to change
  • Lead others with the highest regard for safety, continuous improvement, and cost reduction
  • Strong customer focus orientation
  • Ability to negotiate effectively at a high level and build strong relationships with customers, vendors and suppliers
  • Ability to work collaboratively with all areas in the branch
  • Self motivated with strong problem solving ability
  • Willingness to give and receive constructive feedback
  • Excellent communication and interpersonal skills
  • Ability to analyze workload and establish priorities with time sensitive deadlines
  • Leads by example by always displaying a strong work ethic and a positive attitude
  • Ability to manage multiple tasks simultaneously while meeting deadlines
  • Strong analytical skills and ability to solve problems and develop solutions
  • Execute duties with the highest regard for safety, continuous improvement and cost reduction
  • Excellent customer service orientation
  • Ability to analyze workload and establish priorities with time sensitive deadlines
  • Ability to make sound decisions and seek buy-in from others

Required Experience
  • Four year degree or equivalent experience required
  • Previous leadership experience required; Six or more years preferred
  • Electrical product knowledge is preferred
  • 3-5 years experience in warehouse leadership preferred
  • Previous distribution center experience required
  • Previous experience managing a team of 5 or more preferred
  • Demonstrated project management skills
  • Previous budget ownership responsibilities preferred
*Van Meter is an Equal Opportunity Employer