BS/BA in Industrial Distribution or related field preferred
5+ years of sales and service experience in the industry
Strong knowledge of Industrial Valves and related services
Proficient in Sales Order systems and MS Office
Demonstrated leadership and supervisory skills
Responsibilities
Supervise and train service support personnel for order entry and invoicing
Conduct performance reviews and provide coaching to staff
Mentor Service Admin on Oracle system and pricing procedures
Recommend and maintain work processes for superior customer service
Monitor order accuracy and timeliness of invoicing
Participate in hiring and training of Service Admin staff
Analyze service experiences to recommend best practices
Benefits
Opportunities for professional development and training
Supportive work environment fostering teamwork
Exposure to key customer interactions and negotiations
Potential for career advancement within the organization
Flexible travel opportunities between sites
Full Job Description
Duties and Responsibilities:
Supervise, develop, and train service support personnel to meet respective job expectations related to order entry and invoicing. Coach the Service Administrative staff to achieve high performance.
Author and conduct periodic performance reviews.
Mentor and assist Service Admin in the proper utilization of the Oracle system (Prism) and respective price book to correctly enter and invoice Repair Orders.
Recommend and maintain work process procedures to ensure superior customer service. Monitor procedures to ensure on-time delivery and customer satisfaction. Analyze service experiences and successes from one account or event and recommend best practices.
Directly supervise staff, maintaining consistency and accuracy of orders and adherence to timeliness of invoicing.
Participate in the interviewing, hiring, and training programs for Service Admin.
Interface with other involved parties to assure customer satisfaction.
Track Team productivity reporting in order to systematically assess individual performance and team capacity.
Provide weekly analysis of "shipped, not invoiced" orders; drive improved revenue recognition
Effectively utilize RFGen dashboard and available Prism reporting to assess status, workload, capacity, and productivity; Assign personnel accordingly.
Must be able to travel between sites as needed
May attend meeting with key customers, assisting Outside Sales with maintaining relationships and negotiating deals.
QUALIFICATIONS:
Education/Knowledge:
BS/BA degree in Industrial Distribution or related degree, or equivalent combination of education and experience preferred.
Strong knowledge of Industrial Valves and sales/services preferred.
Experience/Skills:
5 + years sales and service experience in industry served and working with same or similar products; a combination of education and experience will be accepted.
COMPETENCIES:
Solid leadership skills that exhibit confidence in self and others; inspires and motivates others to perform well.
Strong ability to supervise people including, engagement, motivating, coaching and leading Service Associate staff.
Demonstrates strong self-management skills to include a high degree of professionalism, planning (the ability to organize and manage multiple priorities), and sound judgment; Strong display of initiative and innovation.
Strong Customer service skills exhibited in the ability to manage and meet client expectations;
Strong communications to include oral, written, presentation, and listening skills.
Good analytical, negotiating, and problem-solving skills required.
Strong interpersonal skills and the ability to lead and be part of the team.
Good business acumen.
Approaches leadership role with understanding of doing it right for the Company, the employees and the customer. Highest ethical standards.
Strong supporter of the organization's goals and objectives.
Strong Computer skill proficiency with Sales Order system, MS Office and other computer tools and programs.
