Inside Sales and Customer Service Manager
1 month ago
Title: Inside Sales and Customer Service Manager
Reports to : Vice President of Sales & Business Development
Job Purpose : Responsible for managing the Inside Sales team across all plants and providing clear communication to support customer satisfaction.
Scope: Phoenix Stamping Group’s manufacturing operations currently consists of four manufacturing facilities and 250+ personnel
Location: Atlanta, GA or Fort Worth, TX
Key Responsibilities and Accountabilities :
Plan, implement, and manage customer support function to provide exceptional customer service:
Contribute to the evaluation and development of operational strategy and performance in conjunction with the sales and management teams.
Work closely with Vice President of Sales & Business Development to manage important new accounts and coordinate the management and growth of existing accounts.
Manage, provide guidance, and delegate the following responsibilities within the Inside Sales team (including, but not limited to):
Data Entry (i.e., customer orders, shipping documents, invoices, credits, etc.).
Customer related documents management (i.e. customer maintenance, customer purchase orders, customer pricing and associated price lists, customer cross reference, etc.).
Customer order related freight management including ordering and coordinating.
Management and maintenance of scrap process across the business.
Coach and evaluate current team members to existing tier structure on a consistent cadence.
Ensure all daily shipments and invoicing are completed in a timely manner.
Review, analyze, and support root cause corrective action (RCCA) efforts associated with any issues and exceptions impacting customer satisfaction (ex: OTD).
Compile, understand, and improve relevant Sales, Inventory, and Operational Planning (SIOP) reports as it relates to shipments and backlog.
Ownership of customer pricing updates in systems.
Proactively review and communicate status of customer open order reports and shipment reports.
Evaluate changes in stocking quantities based on customer demand and/or forecasts and work with functional groups to update downstream.
Lead daily cross-functional meeting (DPW) and communicate any shortages and/or missed shipments to the sales and management teams.
Facilitate and communicate priority changes both internally and externally.
Understand, manage, and identify opportunities to reduce applicable costs including freight.
Develop extensive product and market knowledge to support customers and train the Inside Sales team.
Maintain, update & create standard work instructions (SWI) where appropriate.
Coordinate training of new hires in accordance with training documents and Standard Work Instructions.
Work with AR to reconcile any invoicing issues.
Operate within Company Parameters:
Champion continuous improvement efforts through knowledge and awareness, training, and process improvement.
Maintains an organized, clean, and safe work area using 6S guidelines and participates in audits as required.
Liaise with other functional groups and departments to support operational capabilities, changes, and improvements and to communicate timelines and deliverables to complete projects on time.
Ensure activities meet and integrate with organizational requirements for quality management, health and safety, legal stipulations, environmental policies and general duty of care.
Execute all responsibilities according to lawful and ethical standards as established by company policies and procedures.
Key Measures of Success:
On Time Delivery (OTD)
Gross Sales to Budget
Gross Margin
6S Audit
Inventory Turns
Qualifications:
Bachelor’s degree or equivalent work experience
Previous Sales experience preferred
Minimum of 4 years of management experience, preferably in a manufacturing environment
Knowledge of manufacturing methods and logistics administration required
Knowledge of stamping, cold-heading, machining, or fabrication preferred
Excellent verbal and written communication skills
Experience in Microsoft Office Suite
Must be willing and able to travel ~40% of time
Team player who enjoys challenging situations
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