Customer Service Manager

Customer Service Manager

The Customer Service Manager manages a team responsible for quotation, order workflow and customer service within the Valmont Lighting and Transportation product segment. The Manager is responsible for outstanding internal and external customer and business partner experience.

Essential Functions:

• This position reports to the Senior Manager Project Administration
• Select, onboard, manage, train, motivate, and evaluate team
• Develop and track performance and team goals and provide regular feedback
• Proficient in the processes and procedures of the Traffic and Lighting department order and quotes system
• Manage Project Administrators' workflow directly and indirectly through metrics and maintain stated cycle times for quotes and order processing
• Manage all departmental planning which includes generating a yearly budget, providing alternative solutions to short and long-term departmental problems in terms of staff requirements, system upgrades, evaluation and implementation of new processes and/or procedures
• Recommend and implement solutions that will increase retention of current customers and acquisition of new customers
• Coordinate activities of quotations and customer service as to the documentation and execution of all sales contracts
• Negotiate customer orders and contracts within standard guidelines and objectives to maximize profitability
• Effectively communicate to maintain a close working relationship with other departments to ensure the customer receives outstanding service and support
• Partner with the Engineering and Drafting teams in support of quote and order process management
• Assist engineering in managing drawing/calculation requests to ensure timely and accurate flow of information to meet or exceed customer expectations.
• Deliver resolutions in a prompt, positive and professional manner, resolving any escalated issues
• Establish and maintain relationships between the factory and manufacturing representatives / OEM accounts to ensure each is informed of current pricing and order related policies
• Manage reporting process to oversee accuracy of the team performance and to minimize field problems
• Up to 30% travel, domestically/internationally including overnight stays

Other Important Details about the Role:

• Demonstrates the Valmont core values in their leadership style: Passion, Integrity, Continuous Improvement and Deliver Results.
• Work to continuously improve customer service processes by using lean and agile tools
• Partner with Regional Sales Managers to resolve territorial representative disputes, claims, and requests for changes not limited to but including special commission considerations and boundary matters
• Build rapport with all existing representatives and customers while supporting the efforts of the Regional Sales Managers in the settlement of representative disputes.
• Adapt to shifting priorities, demands and timelines through analytical and problem-solving capabilities

Required Qualifications of Every Candidate:

• Bachelor's degree with 6+ years of relevant experience, Associates Degree with 8+ years of relevant experience or 10+ years of relevant experience
• Proficiency with MS Office
• Excellent communication skills, both verbal and written
• Previous experience handling escalated customer service responses
• Previous leadership experience managing a team with direct and indirect reports
• Analytical experience producing reports, presentations and communications for internal and external customers

Highly Qualified Candidates Will Also Possess These Qualifications:

• Working knowledge of Universe, IFS, Jira, Salesforce
• Knowledge of Valmont product lines and production processes
• Knowledge of specifications, commercial contracts, terms and conditions
• Knowledge of Lean and agile methodologies and ability to apply Lean and agile techniques to problems and processes

Working Environment and Physical Efforts:

Most of the overnight domestic travel, which represents approximately 50% of the year, is within the assigned territory. Work is typically performed in an office or vehicle setting when traveling to meet with customer. The incumbent is regularly required to sit for extended periods of time, as well as talk and listen on the phone and in personal conversations or meetings. Environment is fast paced and demanding most of the time. The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms while working in the office with various files and forms and while working on the computer. The employee must occasionally lift and/or move up to 15 pounds in working with large files, binders, and computer equipment. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Benefits

Valmont offers employees and their families a comprehensive Total Wellbeing benefit package to ensure their individual and family's overall wellness needs are met. Some offerings are dependent upon the role, work schedule, or location and can include the following:

• Healthcare (medical, prescription drugs, dental and vision)
• 401k retirement plan with company match
• Paid time off
• Employer paid life insurance
• Employer paid short-term and long-term disability including maternity leave
• Work Life Support
• Tuition Reimbursement up to $5,250 per year
• Voluntary programs like tobacco cessation, Type 2 diabetes reversal, one-on-one health coaching, mortgage services and more

Valmont does not discriminate against any employee or applicant in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran status, disability or any other characteristic protected by law. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

If you have a disability and require any assistance in filling out the application for employment email EEOCompliance@Valmont.com.