Customer Service Manager- Distributors & Key Accounts

Location: Nottingham, PA

About the Role

This role encompasses responsibilities that are administrative and logistical in nature, including coordination of Distributor shipping through confirmation and receipt of shipment, coaching customers, and addressing potential customer issues urgently. The individual will work cross-functionally, providing insights into Distributor Sales and customers. This position determines the best methods to respond to basic to moderately complex customer service issues to ensure satisfaction and adherence to policies. It also supports Key Account efficiencies, business development, projects, productivity assessment, process improvement, transition management, and corporate training.

Responsibilities

• Supervisory Oversight:
  • Oversees Distributor & Key Account administrative teams by coaching, counseling, planning, monitoring, and appraising job results.
  • Completes annual performance review appraisals.
  • Analyzes departmental problems, develops solutions, and helps increase business growth by improving operations and customer service.
  • Leads and positively influences employees toward successful outcomes.
  • Collaborates with Distributor & Key Account Managers, customers, and departments to ensure high customer service and productivity.
  • Proactively recommends and implements process improvement initiatives.
  • Delegates assignments as needed.
• Customer Service:
  • Builds meaningful relationships with customers and cross-functional teams to troubleshoot and resolve issues within 24 hours.
  • Manages difficult customer situations, leveraging relationships and escalating when necessary.
  • Interprets Distributor shipping schedule orders and relays information to the assigned sales team member.
• Administrative, Logistical, and Operations Management:
  • Processes daily shipping details within a proprietary system with close attention to detail and timeliness.
  • Monitors customer orders and collaborates with teams on shipments, delivery, and resolutions for outstanding concerns.
  • Tracks and monitors orders/deductions for accuracy and compliance with program specifics.
  • Compiles information for team meeting reports and presentations to assist in decision-making.
  • Performs business and process analysis using internal and external data, offering observations and ideas.
  • Participates in process improvement teams to enhance business processes, often taking a lead role.
  • Produces reports and graphics for internal and external customers.
  • Builds effective relationships and credibility with external customers and internal operations.
  • Leads implementation and follow-up for new Distributor onboarding.
  • Acts as a liaison between customers and the Distributor management team.
  • Works in a fast-paced environment with strong communication, organization, and attention to detail.
• Exercises honesty, integrity, and respect with all clients and co-workers.
• Maintains confidentiality of business information and data.
• Demonstrates a professional appearance, positive attitude, and effective communication.
• Works with accuracy, efficiency, and attention to detail.
• Respects the work environment and promotes sustainability.
• Exercises initiative to learn new skills and assist co-workers.
• Performs other related duties, special projects, and functions as required.

Requirements

• Associate degree and a minimum of 2 years of relevant sales and management experience preferred.
• Courteous with an exemplary customer service orientation and demonstrated listening skills.
• Self-motivated with a strong work ethic, ability to work within tight deadlines, and attention to detail.
• Excellent written and oral communication skills.
• Proven ability in creative problem-solving and innovative thinking.
• Ability to effectively resolve conflict.
• Demonstrates flexibility to adapt to changes quickly and think conceptually.
• Proven ability to respond positively under high pressure with a high sense of urgency.
• Effective multi-tasker and goal-oriented with a sales mindset.
• Knowledge of Microsoft Office and ability to learn industry-specific software.
• Experience with D365 Management or equivalent ERP systems.
• Professional work experience in Distributors and/or Key Accounts.
• Profound knowledge of customs documentation and clearance industry.
• 2+ years of work experience in Customer Service.
• Successfully completed an apprenticeship as an office management assistant or equivalent educational experience.
• Experience coordinating outbound and inbound shipments with carriers and customers.

Physical Requirements and Work Environment

• Performs work in an office environment.
• Remains sedentary for moderate to extended periods.
• Required to use a computer monitor, keyboard, and mouse for extended periods.
• Ability to lift up to 20 pounds on occasion.
• Occasionally works irregular hours to meet department deadlines, participate in projects, and accommodate client schedules.

Reasonable accommodations for disability: Any employee who believes a reasonable accommodation is required for purposes of federal or state disability law is required to contact Human Resources to begin the interactive exchange process.

Schedule

Monday-Friday, 40+ hours a week.

Benefits

• Medical, dental, hearing, and vision insurance.
• Opportunity to contribute to a 401k with a company match.
• Paid vacation, holiday, and sick time.
• Paid Employee referral program.
• Long-term disability, life insurance, accident, hospital, and critical illness indemnity plans.
• Legal plans.
• EAP services.
• Tuition reimbursement.

Benefits start the first of the month following 30 days of service (unless otherwise noted in plan description). Herr’s is a 5-time Well Workplace Award winner.