<p>Job Summary</p><p>Permanent Hire Opportunity</p><p>This position supports customer service, dispatch, and inside sales departments. It manages personnel and serves as the main contact for high-volume retail partners, specialized distributors, and contractors regarding inquiries, issues, order processing, and delivery scheduling. The ideal candidate ensures high-volume retail inventory remains in-stock, handles complex logistics, and resolves order discrepancies efficiently. This role is responsible for supporting and demonstrating core values such as integrity, safety, respect, customer focus, quality, innovation, and financial success.</p><ul><li><strong>Sales Partner Management</strong>: Manage the end-to-end order process for large, high-volume customers, utilizing electronic data interchange systems, vendor portals, and direct communication to ensure seamless order processing and compliance with customer requirements.</li><li>Oversee the entry, tracking, and fulfillment of high-volume orders. Coordinate with production and logistics teams to prioritize production and manage shipping schedules to meet scheduled delivery dates.</li><li>Proactively monitor inventory levels and work with sales/production teams to avoid stockouts at customer locations and job sites. Communicate potential delays or shortages immediately to customers, peers, and senior management.</li><li>Review and manage delivery notes to reflect loading changes and inventory shortages.</li><li>Manage, research, and resolve inquiries or complaints on products, orders, invoicing, and pricing.</li><li>Work with sales teams to coordinate customer requests and provide superior customer service.</li><li>Maintain customer complaints and regularly log information into customer relationship management systems.</li><li>Responsible for accurate setup and processing of customer rebates and royalties on a monthly, quarterly, and annual basis.</li><li>Assist with preparing pricing materials and managing location pricing structure with sales teams.</li><li>Prepare and enter yearly and off-cycle pricing increases into enterprise systems.</li><li>Maintain positive, long-term relationships with buyers and branch managers.</li><li>Assist in managing all processes including sales orders and change-orders received from customers, inside sales coordinators, and sales representatives.</li><li>Assist in setting up sales orders, terms, payers, and preliminary lien data in enterprise systems for initial orders.</li><li>Hire, train, and mentor a team of customer service representatives to handle high-volume inquiries, order entry, and customer complaints.</li><li>Set expectations, coach, train, instruct, discipline, hold accountable, and offer guidance to all direct reports.</li><li>Manage customer service, dispatch, and inside sales personnel across multiple locations.</li><li>Analyze, record, and assess customer service metrics (e.g., on-time in-full rates, order accuracy). Prepare weekly and monthly reports on performance to identify areas for improvement.</li><li>Conduct performance reviews for direct reports and advise on year-end performance reviews for all personnel via human resources information systems.</li><li>Monitor and approve employee actions in human resources systems in a timely manner.</li><li>Responsible for running time data audit reports of recorded time and errors, and track attendance via payroll systems.</li><li>Complete monthly audit packages for customer service.</li></ul>

<p>Qualifications & Requirements</p><ul><li><strong>Leadership</strong>: Strong leadership skills to motivate a team in a fast-paced, high-stress environment.</li><li><strong>Education and Experience</strong>: Associate degree or equivalent from a two-year college or technical school with emphasis in manufacturing preferred; or five years of customer service experience and/or training in relevant industries; or equivalent combination of education and experience.</li><li><strong>Communication Ability</strong>: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, customers, co-workers, and vendors. Strong appreciation and focus on attention to detail is required.</li><li><strong>Math Ability</strong>: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.</li><li><strong>Reasoning Ability</strong>: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.</li><li><strong>Computer Skills</strong>: Must be able to operate a personal computer plus related software and other various standard office machines and equipment necessary to complete duties. Experienced in enterprise resource planning systems and office productivity software (specifically spreadsheet tools for data analysis).</li><li>Valid driver’s license required.</li><li>Regular attendance is required.</li><li><strong>Physical Demands</strong>: Frequently required to use hands to finger, handle, or feel; reach with hands and arms; talk and listen; stand, walk, and sit. Occasionally required to bend at the waist; lift and/or move up to 35 pounds. Up to 10% travel time required.</li><li><strong>Work Environment</strong>: Office environment with moderate noise. Plant environment with loud noise, moving machinery, dusty, and dirty conditions. Outdoor weather conditions. Extreme temperatures. Wear mandatory and/or other appropriate personal protective equipment.</li></ul><p><br></p>

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