Manager, Lubricants Support

Summary

The Manager of Lubricants Support is a key position that interfaces with the sales and operating units of the Lubricants division to proactively and reactively manage lubricant customer needs. The Lubricant Support Manager will plan and coordinate the activities of the Lubricant Support Specialists to maintain and enhance customer experience. This position reports to the General Manager of Lubricants and will work closely with other members of the Sales and Operations teams to ensure customers have what they need to access our lubricant services and products. This is an in-office position located at our Aberdeen WA office.

Key Responsibilities

• Manage and lead a team of 5 Lubricant Support Specialists located across multiple locations, including performance management and career development activities.
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department including inbound phone calls, customer account set up and management.
• Management of a small call center and case queue, VOiP call center system/software and ERP/CRM software.
• Actively participates in day-to-day departmental work task completion including:
• Proactive liaison between the company and its customers to maximize the value of products and services provided.
• Evaluate established customer purchasing trends and support optimization of volume/margin for account profitability.
• Collaborate with assigned sales representatives to assist growth of existing business or acquire new business.
• Provide timely support to lubricant customer inquiries.
• Ensure the necessary resources, training and tools are available to deliver quality customer support.
• Actively explore improvements to and efficiencies in work processes, productivity, profitability and quality of service.
• Ensure the company meets service level agreements and standards.
• Use metrics and systems to review and monitor customer issues, accuracy of reporting and database information, and productivity of the team.
• Act as a next level resource for customer support issue resolution.
• Manage lubricant support projects and initiatives, including integration of acquisitions.
  

Job Requirements

• Bachelor's Degree from four-year college or university; or five to seven years related experience and/or training; or equivalent combination of education and experience.
• Three (3) or more years of leadership or managerial experience strongly preferred.
• Prior experience working in a call center or other customer service center environment strongly preferred.
• Prior experience with product sales and distribution desired.
• Excellent organizational and analytical skills, attention to detail, ability to multitask, and exercise superior judgment to make decisions.
• Team player with ability to interact effectively cross-functionally and with all levels of the organization.
• Strong written and oral communication skills and the ability to do general math calculations (percentages, addition, subtraction).
• A customer service mindset for both internal and external customers.
• Ability to lead a team and deliver results.
• Able to travel by car between local sites in OR and WA up to 10% of the time.
  
  

Benefits

• Competitive pay $75,000 - $100,000 annually, DOE, and bonus potential.
• 401k Plan with dollar-for-dollar company match up to 5%.
• Subsidized Medical/Dental/Vision plans for individual and family coverage.
• Company-paid Short-Term and Long-Term Disability insurance.
• Company-paid Life and AD&D Insurance with buy-up options for individual and family coverage.
• Generous Paid Time Off and paid holidays.
• Employee Fuel Discount program.