Regional Customer Support Manager

2 weeks ago

Vienna, United States Millwood, Inc. Packaging Supplies & Equipment Full time

Summary: As a Regional Customer Support Manager, you will be responsible for all day-to-day customer interactions, and retention supporting Regional and National Sales teams to meet and exceed established goals; while maintaining business relationships with suppliers and facilitating communications with other internal departments. This includes but is not limited to sourcing order, order placement, basic billable and payable processing, logistics, and reporting.


Respond to incoming calls and emails from current customers

Field inquiries of prospective customers and enter data in Salesforce

Daily approval of vendor invoices for payment and timely and accurate invoicing to customers

Establish new customers in Salesforce which includes determining and maintaining appropriate credit levels.

Accept, verify, and process customer purchase orders

Collaborate with internal departments and external customers to resolve discrepancies to include but not limited to aging, credits, debits, etc.

Request pricing from production facilities and/or Sourcing as directed

Schedule loads and provide purchase orders to production facilities

Create and maintain inventory items (specification, costs and sells) for all assigned customers

Consistent follow-up with vendors to ensure accurate and on-time deliveries

Process changes to purchase orders (dates, pricing, quantities) and relay information in a timely manner to vendors and customers

Analyze Buying Pattern Report to identify order lapses, maintain product inventories, and proactively contacting customers for ongoing orders, seasonal fluctuations and advance order planning Generating and implementing efficient sourcing and category management strategies.

Expectation of learning the Pallet Design Software, and becoming fluent to be a subject matter expert.

Prompt and quick turnaround of pricing to Regional Sales Managers, based on the parameters set by the Regional Sales Manager and/or customer.

Maintain current pricing by material and region for comparison of regions.

Maintain Salesforce for quoting prices, specs, and vendor records. Update notes in vendor records to upload vendor capabilities.

Be first point of contact for vendor issues.

Analyzing procurement data such as cost analysis reporting, benchmarking spend, costs of procurement and suggest methods to decrease expenditure.

Advanced understanding of product knowledge.

Ability to utilize Salesforce Software to provide quotes to customers.

Perform other duties as assigned.

This is a non-remote/non-hybrid role, and will need to be in the Vienna Corporate Offices.

Quarterly travel to customer and plant sites required.


Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.


Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.


Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.


Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office Suite and spreadsheet software.


Education/Experience:

GED or High School diploma required. Bachelor’s degree, equivalent, or equivalent combination of education and experience preferred.


Knowledge, Skills, and Other Abilities:

Time management skills

Oral and written communication skills

Analytical and problem solving skills

Strong consulting skills


Physical Demands:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the team member is regularly required to sit, use hands, and talk or hear. The team member is frequently required to stand and walk. The team member is occasionally required to stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to see color.


Valid and current drivers license, with a clean driving record, and ability to rent a car is required.


Work Environment:

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The noise level varies based on the work environment.

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