Customer Experience Manager

Schaedler Yesco, a family and employee-owned electrical distributor is now hiring for a Customer Experience Manager for our South Central Pennsylvania territory! For 100 years we have been the leader in electrical distribution in Pennsylvania, with additional branches in Ohio and New York. We are proud of our culture, family-like environment, and commitment to our employee-owners and our customers.

As a Schaedler Yesco employee, you would be eligible for:

• Employee Stock Ownership Program (ESOP) - that's right, you would be a true part-owner of the company!
• Opportunities for quarterly and end-of-year bonuses.
• A comprehensive benefits package with dental and vision paid for by the company.
• 401k that matches up to 3.5% on all contributions.
• Year-long opportunities to participate in charitable activities that give back to our communities.
• Employee discounts on items sold at our Counter.

Summary/ Objective: Overall accountability for inside sales team(s) focused on the achievement of key performance goals, providing excellent customer service, and striving for operational efficiency and profitable growth. Develop and implement a strategy based on the organizational vision that will contribute to the achievement of the company’s business objectives and increase customer satisfaction, loyalty, and retention.

Essential Functions:

• Primary responsibility for inside and/or counter sales and profitability performance.
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Provide leadership and team building needed to ensure successful execution of both corporate and branch-level strategies.
• Take ownership of customer issues and follow problems through to a resolution.
• Inform all writers about and execute the current Disciplined Execution Process (DEP) to support corporate goals and initiatives.
• Set branch-level goals and objectives with the Territory Manager to meet optimum performance.
• Collaborate with Marketing and vendors to promote and increase sales and gross margin at the branch level.
• Review writer’s sales and gross profit performance and establish yearly goals for growth.
• Review writer’s Customer Calling Queues to make sure orders are being monitored and customers are being contacted.
• Review of the Bids Past Due for Follow-Up daily report to ensure that an effective bid follow-up strategy is being followed.
• Monitor writers’ participation in the ACD to see if they are meeting required logged-in time goals or that writers are available for required phone coverage.
• Monitor daily Sell Price Override report to identify and reduce needless price reductions.
• Perform a daily review of all orders by writers verifying there are no price, cost, GM, or unit of measure errors and that the writer is soliciting competitive bids where necessary.
• In coordination with the Territory Manager, determine and implement pricing strategies for house accounts.
• Review daily, weekly, and monthly reports and take appropriate corrective or follow-up actions.
• Ensure WOE, MOE, and EDI orders are being addressed, verified, and immediately processed.

Competencies:

• Ability to use your best judgment and full capabilities daily to meet the work assigned to you by your manager(s).
• Ability to communicate effectively both orally and in written mediums.
• Demonstrated ability to provide timely, detailed follow-up to customers, vendors, and SYD employees both subordinate and managerial.
• Demonstrate work behaviors consistent with the company values of Integrity, Profitability, Accountability, and Teamwork, within prescribed boundaries, including company policies, standards, procedures, and any legislative requirements.
• Ability to utilize computers, and programs both Microsoft Office and third-party in nature.
• Excellent time management skills.
• Ability to multi-task and prioritize based on the nature and need of tasks.
• Demonstrated ability to supervise, develop, and lead team members in an inside sales and counter sales environment.
• Basic mathematical skills
• Proven ability to establish and maintain customer, vendor, subordinate, and managerial relationships.

Supervisory Responsibility:

• This is a managerial role, with direct responsibility for subordinate employees in an inside sales and/or counter sales environment.
• This role requires oversight of daily subordinate performance, yearly training requirements, and performance evaluations.
• This role is responsible for the development and execution of corrective and/or disciplinary action, when applicable.

Work Environment:

• This role will be performed within an office environment. The role will require the use of office equipment, such as:
  • Computers
  • Fax machines
  • Telephones; both hardline and cellular

• This role may also require the individual to work within the Counter, a retail-based department. The Counter environment may require direct interaction with customers, vendors, and subordinate employees, as needed.

Mental Demands:

• Ability to apply critical thinking and problem-solving skills to use to provide customer, vendor, and subordinate support.
• Ability to approach goals and tasks with corporate growth, DEP, and values in mind.
• Must be able to adapt to most pressing needs and situations, as they arise.
• Analytical skills will be used to review and interpret sales, bid, and performance-related data.
• Able to use data to formulate strategies and goals designed to meet company sales, GM, growth, and DEP initiatives.

Physical Demands:

• May be required to independently lift items up to 50 pounds.
• This role may require individuals to work in a standing or seated position for prolonged periods.

Travel:

• Travel to and from branch locations, including the corporate office/training center will be required for this position. Individuals in this role will be required to attend company meetings and/or company events that may not be held at the individual’s assigned branch location.

Clearances and Certifications:

• N/A

Education and Experience:

• High School diploma or GED equivalent. Sufficient training and experience to demonstrate the knowledge and abilities listed above.

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.