CUSTOMER SUPPORT MANAGER (CSM) - Millwood : Job Details

Customer Support ManagerMillwood Inc. Mission - for all who come in contact with Millwood to clearly see the love of Christ in all that we do.Millwood, Inc. demonstrates and encourages industry-leading innovation (with God, all things are possible), service (serving Christ and others), stewardship (caring for our Team, suppliers, customers and resources) and sustainability (preserving God's creation for future generations).We serve as the single-source provider of proven load carrying, securement and damage prevention solutions, management services with or without dedicated facilities, erosion control and lumber products, all founded and built on the gospel of Jesus Christ.Millwood brings an ever-expanding portfolio of products and engineered solutions through its national footprint including over 1,800 dedicated Team members in 41 locations across North America.Millwood is committed to fulfilling its mission and the growth of 1) People, 2) Presence, 3) Products and 4) Profitability for generations of Millwood Team members to come.The Successful CandidateIt is important that the right Team Member for this position be a solid businessperson and understand the value and importance of the role people play in building a successful organization and enhancing organizational performance and value creation. The candidate should have excellent technical skills and unquestioned personal integrity, an extremely strong work ethic and will be someone who appreciates and embraces the culture, Team, mission and values of the Company and its' Associates. The right candidate will need to be a good and genuine person with high Integrity, Trust, Servitude and Discipleship along with excellent business, interpersonal, verbal and written communication skills who understands the responsibilities to the families of Millwood. They must also respect what has been accomplished at the Company and can learn and add their own value and knowledge to further develop people strategies to recruit, train, develop and retain World Class Associates for the Strategic Business Unit and assist in its growth plan and in achieving profitability goals and value creation efforts.LocationThe position is located at the Company's corporate headquarters in Vienna, Ohio. This is an onsite- nonhybrid role with a Monday - Friday 8am-5pm schedule. Reporting RelationshipsThe Customer Support Manager will report directly to the Support Team Manager in the Unit Load Business Unit, and will work closely with all Sales Directors, Regional Sales Managers, Customer Support Managers, and other cross functional team members to support the Sales function for the company and its objectives, missions, and values. Position SummaryThe Customer Support Manager will be responsible for all day-to-day customer interactions, and retention supporting Regional and National Sales teams to meet and exceed established goals, while maintaining business relationships with suppliers and facilitating communications with other internal departments. This includes but is not limited to order placement, basic billable and payable processing, logistics, and reporting. Role and Responsibilities

• Monitor and analyze customer support metrics to identify trends and areas for improvement.
• Collaborate with sales teams to ensure customer feedback is integrated into product development and service offerings
• Act as a point of escalation for complex customer issues, ensuring timely resolution and customer satisfaction
• Respond to incoming calls and emails from current customers
• Field inquiries of prospective customers and enter data in Salesforce
• Daily approval of vendor invoices for payment and timely and accurate invoices to customers
• PO follow up to ensure on time deliveries and prevent future delivery issues.
• Collaborate with internal departments and external customers to resolve discrepancies to include but not limited to aging, credits, debits, etc.
• Establish new customers in Salesforce which includes determining and maintaining appropriate credit levels
• Accept, verify, and process customer purchase orders
• Request pricing from production facilities and/or Sourcing as directed
• Schedule loads and provide purchase orders to production facilities
• Create and maintain inventory items (specification, costs and sales) for all assigned customers
• Process changes to purchase orders (dates, pricing, quantities) and relay information in a timely manner to vendors and customers
• Analyze Buying Pattern Report to identify order lapses, maintain product inventories, and proactively contacting customers for ongoing orders, seasonal fluctuations and advance order planning
• Basic understanding of product knowledge
• Knowledge of Pallet Design System Software
• Ability to utilize Salesforce Software to provide quotes to customers
• Perform other duties as assigned

Skills & Competencies

• Exceptional verbal communication skills, with a formal and conversational English and bilingual with Spanish a plus
• Succinct and clear written communicational skills in English
• Detail-orientated
• Superior organizational skills
• Ability to maintain a professional demeanor
• Ability to be a team player
• Conflict management skills
• Project management skills
• Ability to work independently
• Strong critical thinking, analytical, and problem-solving skills.
• Proficiency in Microsoft Office including Word, Excel and PowerPoint
• Ability to work with cross functional departments
• Ability to conform and adapt to core values and culture

Required Education, Experience, Certification, Licenses, Registration

• Bachelor's degree, or equivalent combination of education and experience
• Microsoft Office Suite
• Proven experience in a customer support role.
• Strong understanding of customer service principles and practices.

Disclaimer:The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be provided to enable individuals with disabilities to perform the functions.This job requires the ability to physically move around the office and manufacturing plant environment. Ability to hear, speak and sit up to 8 hours per day. While performing the duties of the job, the employee is frequently required to use their hands and fingers to handle or feel. The employee is regularly required to stand, walk and reach with hands and arms. Specific vision abilities are required for this job including close and distant vision.The noise level in the office work environment is usually quiet to moderate.