Würth MRO, Safety, & Metalworking · 5 hours ago
Onsite Customer Program Manager
Mobile, AL
Full-time
Onsite
Senior Level
5+ years expWürth MRO, Safety, & Metalworking is seeking an Onsite Customer Program Manager to oversee key customer relationships and drive revenue growth. This leadership role involves managing customer service, order fulfillment, and team performance while collaborating cross-functionally to ensure exceptional service levels.
Hiring Manager
Ellen Soron
Responsibilities
Serve as the primary point of contact for the assigned account, ensuring strong, ongoing relationships with customer stakeholders, beyond purchasing including end users and C-suite
Actively manage customer expectations, addressing inquiries and concerns promptly, and ensuring high levels of customer satisfaction
Establish and maintain a cadence of Quarterly Business Reviews (QBRs) with customers, collaborating with Sales Leadership, to assess performance, discuss key metrics, and identify improvement opportunities
Oversee all customer reporting and forecasting, ensuring accurate and timely communication with both internal teams and customers
Lead the coordination of internal and external communications regarding customer needs, changes in demand, and order fulfillment
Regularly update customers on order status, inventory availability, and delivery timelines
Work closely with Inventory & Category Management and Operations teams to develop and implement strategies that optimize customer order fulfillment, improve gross margins, and support top-line revenue growth
Develop stocking strategies, monitor inventory levels of high-demand or customer-specific items, and ensure alignment with seasonal or non-standard purchasing needs
Ensure proper inventory management to maintain customer service levels and avoid stockouts
Lead all onsite customer IMRs (Inventory Management Representatives) for order delivery and the replenishment of cribs, vending machines, and work area deliveries at all customer locations
Continuously monitor service delivery at each location to ensure that the Wurth MSM commercial account representatives are meeting customer needs and expectations
Track area and account receivable (AR) growth for individual locations, ensuring service levels are consistently maintained
Develop and on-site plan for optimizing the fulfillment process including cross-functional training and emergency preparedness for the on-site team
Manage a sourcing specialist dedicated to fulfilling customer requests for non-stocked items, ensuring timely and accurate product sourcing
Ensure that special customer requests are fulfilled, leveraging internal resources to secure products not readily available in inventory
Lead, mentor, and develop a team of associates, ensuring alignment with organizational goals and promoting a high-performance culture
Oversee recruitment, performance reviews, employee development, and terminations within the program
Foster a collaborative work environment, encouraging innovation and engagement across the team
Promote and drive the Wurth Company Culture throughout the organization, ensuring alignment with the company’s mission and values
Approve T&E (Travel & Expense) expenditures and ensure compliance with internal financial policies
Qualification
Required
Bachelor's degree strongly preferred
5+ years' experience in Industrial Distribution leadership preferred
Proven history of achieving and exceeding sales targets and driving revenue growth
Demonstrated computer and presentation skills
Strong analytical and critical thinking skills, with a proven ability to manage multiple priorities
Excellent verbal and written communication skills, with the ability to present complex information clearly
Proficiency in project management tools and software
High level of professionalism, integrity, and emotional intelligence
Must have a valid driver's license, valid auto insurance coverage, and access to a vehicle
Standard business hours and occasional out of the area and overnight travel may be required
Benefits
Maternity/Paternal leave after 1 year of service
Tuition Reimbursement eligible after 1 year of service
Health benefits and programs - medical, vision, dental, life insurance and more
401(k)
Short term disability
Long term disability
Paid Time Off, accrued per pay period, additional day earned per year of service
10 paid holidays
Company
Würth MRO, Safety, & Metalworking
National distributor of MRO, Safety and Metalworking Supplies, and provider of proven procurement solutions.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Bastian R.
Chief Executive Officer
Michael Stewart
COO Mergers and Acquisitions, VP Business Development
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