MRO Customer and Operations Manager
The MRO Customer and Operations Manager is part of the Centralized Customer Operations Team and acts as the analytical and systems backbone for customer service and sales support on key accounts. This role goes beyond day-to-day account management, pulling data and using our operating systems and the industrial supply portal to spot trends, solve problems, and keep information accurate across the customer base.
The MRO Customer and Operations Manager will navigate cross-functionally across Credit, Inventory, Purchasing & A/R, using system data and reporting to get to the root of customer issues and drive resolution. This person will communicate with customers via telephone and email in the near term and via text and / or web chat in the future. Other duties may be assigned as needed. The successful candidate must be analytical and systems-minded, dependable, able to work well in a team environment, and demonstrate professional maturity.
Key Accountabilities:
- Manage key customer accounts; working with sales associate and customer to ensure orders are placed accurately, assisting with customer service activities such as returns, invoicing, or billing.
- Manage full order process cycle including freight component for customer orders.
- Proactively communicate and develop strong business relations with Customers, Sales, Store Managers, Supply Chain Operations teams, Credit, etc.
- Operational in all Southern Carlson Systems
- Execute web onboarding of current customers in their regions to our B2B platform.
- Make quick decisions and provide resolution on all order exceptions ranging from credit holds to inventory availability and shipping locations.
- Manage backorders, returns, and claims.
- Build and maintain a thorough working knowledge of all existing products and future products.
- Support the industrial supply portal, including working with IT and vendors on software functionality, troubleshooting issues, and maintaining day-to-day system performance.
- Own data clean up and ongoing data maintenance for the industrial supply portal, ensuring product, pricing, and customer information stays accurate and up to date.
Required Skills:
- Possess excellent communication skills both verbal and written.
- Demonstrate strong listening skills, organizational skills with high attention to detail and follow through, primarily providing quick and accurate information to our customers.
- Provide positive solutions to problem resolution – customer solutions orientation.
- Multi-task in a fast-paced environment.
- Work independently and prioritize by setting deadlines and adhering to them as applicable.
- Learn quickly and adapt to change and new technologies.
- Motivated self-starter who is hands-on, gets energized by being part of the solution.
- Preferred Experience:
- 2 years customer service and/or sales experience, ecommerce a plus.
- Proficiency in Excel and Office products is preferred, and basic computer skills are required.
- Minimum of High School Diploma, Associate or Bachelors’ degree preferred, but not required.
- Experience with any ERP system or inventory management system.
- Either have E-Commerce experience or quickly gain workable knowledge of E-Commerce.
WHY YOU’LL LOVE IT HERE
- Competitive base salary and commission plan
- Our collaborative family culture
- Opportunities for career growth
- Competitive benefits package, including: Health, Dental and Vision
- Opportunity to enroll in our 401k program with Company Match
- Paid time off
OUR PROMISE MEANS MORE™
- Respect - We build relationships on trust, collaboration and kindness while taking the time to learn, grow and celebrate wins together.
- Integrity - We go above and beyond to help customers and employees and do what we can to help resolve issues.
- Teamwork – We support and encourage each other while working together to ensure each customer has a top-notch experience.
- Family Environment – We are a nationwide company with small business locations that provides a family-like environment.