Customer Experience Manager

  • Full-time

Company Description

Stellar is committed to exceeding customer expectations in every way.  We are the premier distributor of industrial supplies on the West Coast and beyond.  We serve small, medium and large manufacturers; Federal, State and local municipalities; and commercial construction companies in Washington, Oregon, California, Arizona, Montana, Idaho, Wyoming, North Dakota and now Florida. 

Job Description

The Customer Experience Manager is accountable for all day-to-day operations of the branch and reports directly to the V.P. of Customer Experience. The Customer Experience Manager shall provide inspiration and leadership with integrity and passion; will create a motivational atmosphere of continuous improvement and learning, while setting a good example for their employees to follow; will work with others to develop a branch sales budget and will always act in accordance with our company mission and vision, using all available resources, to meet the branch budgetary commitments.

Essential Functions and Responsibilities

More specifically, it is the responsibility of the Customer Experience Manager to:

1) Manage and supervise Inside Sales and Warehouse staff, including:

a) Hire, train and if necessary terminate the branch’s Customer Service and Warehouse staff, in conjunction with HR.

b) Develop the branch’s Customer Service and Warehouse teams

c) Work continuously to become more efficient in all areas of branch operations, using all available resources to improve our overall service package and the Branch Efficiency Ratio (BER).

d) Evaluate each individual’s performance and laying out specific clear goals for the upcoming year.


2) Branch Inventory

a) Responsible for the integrity of the branch’s inventory, ensuring that proper procedures are followed to maximize inventory accuracy.

b) Communicate regularly with Product Management regarding

i) Over-stock in the Branch

ii) Stock-outs in the Branch

iii) New items or products required in the Branch


3) Sales:

a) Develop effective communication between the branch’s Customer Service, Warehouse, Outside Sales, and Specialists. The Customer Experience Manager will create a cohesive, collaborative environment in which these groups will communicate regularly and effectively, addressing issues promptly and constructively.

b) Support the company and branch sales goals by making sales calls, alone or jointly, in an effort to secure or increase business.  

c) Work directly with the Sales team, Senior Management, and RFP group on developing any significant opportunities in the branch’s service area.


4) Supplier relations:

a) Communicate effectively with supplier partners and their representatives.

b) Stay current with regard to new products, promotions, supplier changes and other matters related to Stellar supplier partners. They will ensure all branch personnel are kept up to date on these matters using communication tools of their choosing. 


5) Community relations:

a) Understand the surrounding area and its industries, customer base, suppliers, and competition

Qualifications

• Excellent leadership ability and experience leading a team

• Strong interpersonal skills with the ability to motivate others

• Superior verbal and written communication skills

• Proven organizational and analytical skills

• Proactive problem solving ability

• Strong financial aptitude

• Results driven mentality

• Strong coaching and employee development skills and experience

• Knowledge of industrial distribution industry is desirable

• Proficient in Microsoft Office

Additional Information

At Stellar Industrial Supply, we offer market competitive compensation, long term incentives, comprehensive benefits including medical, dental, disability, and 401k.

We'd also like all interested parties to complete a personality assessment. We use the Culture Index™. To complete the survey please go to the following URL:

https://ciims.cindexinc.com/job/469606

You’ll need to create a user ID and password. Please select Customer Experience Manager - Upland

Thank you for your interest in Stellar Industrial Supply.