Requisition ID :21611 Employment Type :Full Time
Job Category :Warehouse/Distribution
Work Location :Holtsville, NY (OEM BU)
BRIEF POSITION SUMMARY: The Sr. Director of Customer Operations is responsible for leading the Account Management, Strategic Accounts Management & Program Management teams. This leader ensures seamless execution across ERP-driven processes, including order entry, VMI and vending replenishment approvals, RMA and credit processing, quoting, and supplier coordination. The role aligns account management and program management teams execution with the broader commercial strategy while driving margin performance, operational efficiency, and a world-class customer experience.
DUTIES AND RESPONSIBILITIES - Lead and develop the Account Management teams responsible for daily customer interaction and transactional execution.
- Lead and develop the Strategic Accounts Management teams responsible for maintaining and growing strategic and OEM inclusion sales accounts.
- Lead and develop the Program Management team to ensure seamless onboarding and implementation of new customer programs, coordinating cross-functional execution across operations, sourcing, and customer teams
- Deliver pricing packages for seller execution and ensure internal processes are followed
- Ensure timely and accurate processing of sales orders, VMI and vending replenishment, RMAs, credits, and RFQs.
- Own pricing strategy and execution for unassigned accounts, including managing price increases and margin performance.
- Qualify and prioritize new opportunities
- Partner cross-functionally with Regional Sales Managers, Business Development, purchasing, sourcing, operations, quality, program management, customer solutions, and VMI teams.
- Drive process improvement initiatives to enhance efficiency, and accuracy that aligns to support the BU's growth initiatives
- Own and manage account transitions between Account Managers
- Recruit, train, and develop team members while enabling decision-making within defined authority.
- Develop and manage KPI systems including service levels, margin, win/loss rates, and response times.
- Identify emerging markets and growth trends
- Participate in cross-functional and divisional projects as required.
- Ownership of departmental work instructions including sign off and approval
- Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
QUALIFICATIONS What You Need: - Bachelor's degree or equivalent experience required.
- Minimum of seven years of experience Industrial Distribution Sales, Sales Management or Quoting experience required.
- Experience in leading teams
- Experience in strategic planning and execution.
- Teambuilding, influencing, conflict resolution and negotiating skills required.
- Planning and Resource Management experience
- Strong knowledge of ERP systems, pricing, sourcing, and cross-functional operations.
- Excellent problem-solving skills.
- Product/Part Nomenclature
Bonus Points If You Have: - Fastener experience
- Strong knowledge of contracting, negotiating, and change management.
- Strong knowledge of structuring sales goals and revenue expectations.
Other Requirements: - A valid driver's license may be required.
- Position requires up to 10% of travel
- This position may require access to International Traffic in Arms Regulations Information ("ITAR") and/or Controlled Unclassified Information ("CUI")
Compensation starting at $123900 - $194700 depending on candidate location and experience.
The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate's relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.
Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.
This job posting will remain open for a minimum of 3 business days from the original posting date or longer as needed to fill the position.
