LeMar Sales & Customer Service Manager

Job Title
Business Unit
Department
Reports To
Sales and Customer
Service Manager
CTB Midwest - LeMar
Sales
Plant Manager
BU Location
BU Acceptance
Approved By:
Date Approved
Des Moines, IA
N. Kiederlen
M. St. John
10/4/2023
Overall Purpose: Why the Job Exists & What You Will Do:
This position is a critical member of the Des Moines LeMar Leadership Team and specifically leads the maintenance and growth of customer accounts and relationships. This will be accomplished by leading the sales team in their efforts to provide high quality service in their interactions and deliverables to customers which include but are not limited to quotes, product solutions, and Customer Service. All of this will be done to provide high-quality structural products for our customers in an ethical, focused, and professional manner.
Essential Job Functions & Expected Outcomes: Your Accountabilities in the Role
Design Process & Project Management
Lead the coordination and preparation of solution-based product quotes for structural products which are produced by BGS Des Moines (which includes but is not limited to: towers, catwalks, and temp storage), while ensuring all customer wants, needs and expectations are met and/or exceeded.
Lead the communication and collaboration with the engineering team on complex quote requests to ensure the required specs and information is accurate and aligns with the customer request.
Ensure the utilization of available reports and other tools to track and follow up on outstanding quotes, timely, often, and effectively.
Actively and aggressively works within a team atmosphere to generate sales leads and grow the business in coordination with operations and other business leaders.
Update and maintain a working short-term and long-term sales forecasts.
Communicate with operations all customer credit issues that would prevent production/shipment of projects in a timely and effective manner.
Responsible for customer adherence to all critical project dates and deadlines.
Sales and Customer Support
Actively communicates with customers as the lead point of contact for all needs which includes but is not limited to technical questions, shipments, warranties, product counts, deadlines, and approvals.
Leads the maintenance and growth of relationships with customers by providing proactive communication and status updates on pending/active quotes, orders, and shipments timely and effectively.
In coordination with the sales team, actively travels to trade shows, industry events and customer locations to network and build long-term relationships with customers.
Partner with the CTB credit team to monitor customer credit, order intake, flow, and load.
Own the tracking and reporting of all OCE processes as related to external customers.
Leadership and Supervision
Own, lead, and coordinate the SIOP process within the BGS Des Moines location.
Work closely with BGS Controller and BGS Des Moines on pricing, discounts, and margins.
Proactively work to develop and grow the Brock dealership network through aggressive, unique, and out of the box thinking. Ensures a smooth process for all customers into the Brock network.
Works with BGS leadership to maintain and update Brock dealer requirements specific to BGS Des Moines.
Develops and owns the BGS Des Moines monthly and annual sales targets.
In coordination with the Plant Manager and other leadership, ensure that the goals, vision and plans of BGS Des Moines, Brock Grain Systems, and CTB, Inc are achieved and a focal point of all decisions.
Ensure a robust succession plan is in place to prevent any gaps in knowledge, ability and training.
Work closely with all other department leaders to ensure a seamless value stream is maintained throughout the entire process, from Quote to Ship.
Authorities Related
Determine pricing for customer projects within the quote process and parameters provided.
Hiring, Firing and/or other Disciplinary Actions
Remove and/or place employee on a project
Authorize and oversee training in specific area
The job criteria may include other duties, responsibilities and activities, which may change or be assigned at any item with or without notice.
Position Requirements:
Education: Undergraduate degree in applicable field is preferred; a working knowledge of CAD systems and some grain industry experience is required; or equivalent combination.
Experience:
5+ experience within sales specifically within large and/or structural design and/or grain industry.
Certification(s):
N/A
Functional Skills:
Strong mechanical aptitude, with preferably structural equipment or large equipment; ability to read construction drawings or blueprints is a requirement for this role; solid problem-solving skills, with a strong attention to detail, and an ability to plan, prioritize and organize information effectively; ability to recommend solutions and provide guidance to customers on technical questions, the order process, status updates, with timely follow up, in person or over the phone.
Technology Aptitude/Skills
: Ability to utilize the Microsoft Suite with intermediate skill specifically within Excel is required. Ability to utilize and/or learn to utilize QuoteWerks, ERP software (AS400 or Oracle), and CAD software.
Language Skills: Ability to read, write, and communicate in English.
Leadership/Behaviors: Strategic, collaborative, inclusive, creative, innovative, customer focused and passionate; Excellent interpersonal, networking, and “team building” skills with strong organizational and motivational ability.
Culture Match Behaviors: Ethical and respectful, open communication, can initiate dialog to help find solutions, team player, can-do attitude, can respectfully share information to help develop and adhere to best practices.
Core Values that Apply to All Positions:
Integrity in all things
Customers are why we exist
Profitability is a must
Excellence in all we do
People make the difference
Equipment Used:
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
.
Direct and Indirect Reports
Direct Reports – Up to 3+
Indirect Reports – None
Physical Requirements to Perform Essential Functions:
Ability to sit at desk for 5+ hours per day
Ability to operate keyboard and view computer screen for majority of day 6-7 hours
Ability to write ideas/information in a logical flow for 5+ hours per day
Ability to read and respond on an on-going basis daily due to nature of the work, throughout the day
Ability to communicate with others via phone, in-person, and computer on-going
Ability to listen to customers, problem-solve, and respond accordingly
Ability to instruct and/or operate basic hand or power tools
Ability to sit, stand, walk, bend, reach, kneel, squat, twist, push, pull, stoop, crouch, and carry items frequently
Ability to climb Grain Bins & Catwalks with heights of up to 150 ft (with safety gear) may also be required on occasion for troubleshooting and problem solving while on-site
Environmental Conditions & Travel:
The employee is primarily exposed to a normal office environment with moderate noise. The employee is occasionally required to wear suitable Personal Protective Equipment while visiting manufacturing departments or client locations.
This position may face inclement weather conditions when traveling.
Travel: Up to 15% may be required.
I have reviewed and understand the above job description. I understand that the company may change this job description as it deems necessary and at its discretion. I also understand that a copy of this job description is available to me through request to my manager or Human Resources department.
Employee Name (Print)
Employee Signature
Date
Bachelor's Degree