Customer Service Manager- Distributors & Key Accounts

This role encompasses responsibilities that are administrative and logistical, 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, while determining the best methods to respond to basic to moderately complex customer service issues to ensure satisfaction and policy adherence. This position also supports Key Account efficiencies, business development, projects, productivity assessment, process improvement, transition management, and corporate training.

Responsibilities

• Oversee Distributor & Key Account administrative teams by coaching, counseling, planning, monitoring, and appraising job results, including completing annual performance reviews.
• Analyze departmental problems, develop and implement solutions, and improve operations and customer service to drive business growth.
• Lead and influence employees toward successful outcomes while collaborating with Distributor & Key Account Managers, customers, and departments to ensure high service and productivity.
• Proactively recommend and implement process improvement initiatives and delegate assignments as needed.
• Build meaningful customer relationships using top-notch listening skills to troubleshoot and resolve issues within 24 hours.
• Manage difficult customer situations, leveraging relationships and escalating when necessary.
• Interpret Distributor shipping schedule orders and relay information to the assigned sales team member.
• Process daily shipping details within a proprietary system with close attention to detail and timeliness.
• Monitor customer orders and collaborate with teams on shipments, delivery, and resolutions for outstanding concerns.
• Track and monitor orders/deductions for accuracy and compliance with program specifics.
• Compile information for team meeting reports and presentations to assist in decision-making.
• Perform business and process analysis using internal and external data, offering observations and ideas beyond raw numbers.
• Participate in and lead process improvement teams to enhance business processes.
• Produce reports and graphics for internal and external customers.
• Build effective relationships and credibility with external customers and internal operations.
• Lead implementation and follow-up for new Distributor onboarding.
• Serve as a liaison between customers and the Distributor management team.
• Work in a fast-paced environment with strong communication, organization, and attention to detail.
• Exercise honesty, integrity, and respect with all clients and co-workers, maintaining confidentiality and professionalism.
• Demonstrate a positive attitude, accuracy, efficiency, and environmental responsibility.
• Perform 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 exemplary customer service orientation and demonstrated listening skills.
• Self-motivated with a strong work ethic, ability to meet tight deadlines, and deliver stellar customer service.
• Excellent written and oral communication skills.
• Proven ability in creative problem-solving and innovative thinking.
• Ability to effectively resolve conflict and adapt to changes quickly.
• Proven ability to respond positively under high pressure with a high sense of urgency.
• Effective multitasker with goal orientation and 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 deadlines, participate in projects, or accommodate client schedules.

Reasonable accommodations for disability will be provided upon request. Employees who believe a reasonable accommodation is required should contact Human Resources to begin the interactive 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.