Summary
The Commercial Manager -Performance Materials-America will be responsible for leading the commercial execution of PM Customer Support Specialists for assigned region and market. This role will lead and motivate a team of Customer Support Specialists and will work closely with sales professionals to ensure sustained, profitable growth.
The Manager leads a team of Customer Support Specialists to create high satisfaction and customer growth. His/her primary responsibility is to lead the CSS organization to meet/exceed sales revenue, profitability, and budgetary objectives by leveraging people management, enterprise sales and customer relationship skills. The leader will be hands-on with an aptitude for detail in an environment that is granular in nature and collaborative in a cross functional sales environment. In addition, the Commercial Manager will have direct responsibility for assigned accounts and will manage these customers to grow their business with Materion.
You Will Have the Opportunity To:
Lead, coach and train the PM America’s Customer Support team ensuring they are working effectively to meet customer needs. Grows Materion by leading the team in the development, implementation and continuous improvement of business processes within quotation and order management.
Meet sales, new business opportunity and profitability goals for assigned accounts. Commercial Manager is responsible for quotation and lead follow up in assigned territory. Commercial Manager is responsible for delivering customer sales forecasts
Support Customer Support team to resolve issues both internally (Quality, Legal, Sales, Planning/Production, Operations) and externally (customer).
Ensures Customer Support Specialists understand & execute general customer services policy and procedures
Coordinates new and ongoing organizational training of Customer Support Specialists in the areas of PM products, business systems and customer satisfaction
Monitor key performance metrics to evaluate team productivity and customer satisfaction, driving continuous process improvements
EssentialQualifications/Capabilities
Undergraduate degree in business, engineering or technical field.
Minimum of 8 years professional experience in sales, customer support, marketing or a technical field
Preferred Experience
Knowledge, Skills and Abilities
Strong aptitude for problem prevention, identification and resolution
Creative problem solver; takes initiative to prevent reoccurrence.
Exemplary interpersonal skills in dealing with customers and team members
Highly motivated with a positive, energized approach; eager to lead and drive improvement
Strong communicator, collaborator and negotiator
Excellent communication skills, both written and verbal
Demonstrated excellence leading across matrixed organizations through both direct leadership and persuasion.
Knowledge of CRM (MPower) and SAP preferred
Critical Competencies for Success
ENGAGE: Create receptivity with current and potential customers
DISCOVER: Drive a level of dialogue with our customers that stimulates mutual understanding
BUILD VALUE: Bring value to customers as a trusted advisor
ADVANCE: Drive high gain, mutual commitment with customers
TECHNICAL KNOWLEDGE: Understands Materion’s products and applications in customer’s solutions
