Manage and lead a department of up to 40 customer service and sales professionals that support domestic and international sales of parts and aftermarket services. Oversee more than $90 million in annual sales transactions, ensuring proper documentation, recordkeeping, and compliance. Manage and implement contractual commitments, sales promotions, and cross-selling initiatives. Administer customer account records, discount structures, and return and credit transactions. Maintain good working relationships with purchasing, warehouse, logistics, and accounting teams to ensure timely and proper fulfillment of customer orders. Implement Lean Management practices and lead projects related to the evolution and improvement of the business. Value stream owner of aftermarket sales policies, practices, and processes. Be a relentless advocate for the customer in all aspects of business processes and change management.
Manage call center phone queues, ensuring proper staffing and tools to achieve target service level performance.
Provide input and direction on customer-facing tools such as price lists, sales documents, policies, web sites, promotions, and e-commerce.
Maintain tools and information needed for timely and accurate response to a wide variety of customer inquiries.
Ensure that the performance of call center team members results in industry leading service.
Ensure processes are in place for the accurate and timely management of customer orders (entry, maintenance, credits, and product returns).
Support cross-selling initiatives.
Advocate for international sales, ensuring support for documentation, shipment consolidation, and fill rate performance.
Cost and Productivity
Submit operational budgets and manage department costs within established guidelines.
Ensure processes are in place to optimize inventory and invoicing.
Establish and manage to key productivity measures.
Operate and manage the department under the covenants of Lean Management.
Deploy visual management techniques and tools.
Actively teach and implement the concepts of Lean Management.
Identify and sponsor improvement events.
Maintain staffing plans that support business objectives and optimize the use of personnel resources.
Requisition, hire, and train new Team Members.
Mentor, develop, and evaluate talent.
Manage with a servant leadership mindset
Establish mid and long range visions for future state improvements and evolution of the department.
Anticipate the advancement of business and market conditions and strategize options for managing change.
Propose and implement sales policies and procedures aimed at improving service and cost.
Understand what impacts the total cost to serve and drive initiatives aimed at improving efficiency.
B.S. Degree or Equivalent Experience
5 or more years Sales Management or Customer Service Experience
Business-to-Business Customer Service Experience
Personnel Management and Operational Budgeting Experience
Transactional Expertise Related to Order Management and Fulfillment
Call Center Operations and Management experience
Ability to lead, mentor and develop others
Experience supporting Lean Management techniques and practices
Practical knowledge in the areas of Sarbanes-Oxley, export compliance, and auditing protocols
MS Office experience
Experience using AS400 Data 3 and Oracle ERP Systems, Avaya/CMS Software- Oracle ERP System
Understanding of the aerial industry
- Ownership of tactical implementation of price lists, forecasting tools, and inventory reports.
- Gather, compile, and analyze data supporting pricing, inventory, and forecasting
Reports and Metrics
- Evaluate and assign personnel resources to optimize all functional areas
- Interview, hire, and training of new Team Members
- Provide on-going performance metrics in support of customer service functions, including call center, sales transactions, and
- Support both inside and outside sales teams with ad-hoc queries and reports as needed, including customer-specific information
Monster - 14 months ago
Terex is a "T-Rex" when it comes to making a variety of cranes, aerial platforms, and construction and materials processing...