Customer Excellence Manager

Job Description

Summary/Objective

The Customer Excellence Manager will transform our customer service function to a strategic, value-driven department that provides best in class customer service to Holmatro end-user customers, distributor partners, and sales team in ways that support sales growth. The Customer Excellence Manager will initially manage a team of three people whose primary functions are CRM system development, sales reporting, order entry, RMA processing, sales inventory management, and sales contract management. This role will integrate data-driven decision-making, process implementation and optimization, and advanced technology to enhance the customer experience and drive organizational efficiency.

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Excellence and Order Management:

Oversee all aspects of order quoting, entry, and shipping to ensure accuracy, efficiency, and customer satisfaction.

Streamline processes using automation and AI to handle aspects of order entry, repairs, returned materials, warranty claims, CRM updates, and competitor intel

Interface with the supply chain team to set and communicate product category lead times to the sales team.

CRM and ERP Data Management, Analytics, and Reporting:

Implement and manage CRM systems, including data integrity, reporting, and integration with sales and marketing functions.

Leverage data analytics to define, measure, and improve key performance indicators (KPIs).

Provide insights into customer behavior, sales trends, marketing campaigns and operational bottlenecks to drive strategic decision-making and give input into S&OP planning process

Scout competitor intel from a sales and market share perspective, ensuring CRM is up to date

Support sales funnel reporting, lead capture, and sales closure reporting to align with strategic growth targets.

Follow up on Marketing Qualified Leads generated by Holmatro marketing and distribute leads to appropriate internal sales team member or distributor partner

Dealer and Contract Management:

Manage distributor contracts, ensuring timely renewals, adherence to terms and requirements, and distributor incentives and discounts

Administer and enhance the Dealer of Record program, ensuring alignment with sales and operational goals.

Cooperative Purchasing Management:

Manage solicitation, RFP responses, and reporting requirements for cooperative purchasing contracts.

Ensure compliance with cooperative contract terms and maintain strong relationships with purchasing entities

Trial & Evaluation Program Inventory Management:

Responsible for managing trail and evaluation program inventory among distribution partners, end-users, and strategic partners, ensuring that inventory is tracked, feedback is received, and orders and invoices are done in a timely manner.

Process Improvement:

Identify opportunities to streamline and automate customer service processes, reducing manual work and improving productivity.

Collaborate with IT and operations teams to implement system upgrades and integrations, including ERP and CRM systems.

Internal Sales Support:

Oversee the tracking and management of inventory for internal sales teams, ensuring availability and proper utilization of resources.

Collaborates with product management to ensure latest pricing and product portfolio

Consolidating and reporting around sales, order, and lead time KPIs

Leadership and Team Development:

Lead, mentor, and develop the customer service team to adopt a proactive, problem-solving mindset.

Foster a culture of continuous improvement and professional development within the department.

Qualifications:

Education:

Bachelor’s degree in Sales, Marketing, Business Administration, or related field.

Experience:

5+ years of experience in customer service, sales, business development, or a related role in a B2B environment.

Proven experience in managing CRM systems, ERP, and data analytics.

Familiarity with cooperative purchasing processes and contract management.

Skills:

Strong analytical and problem-solving skills, with the ability to interpret data and implement solutions.

Excellent communication and interpersonal skills to interact with cross-functional teams and external stakeholders.

Proficiency in CRM and ERP systems; experience with AI and automation tools is a plus.

Proficiency in MS Office (Excel, World, PowerPoint), Teams, and Teams applications

Strong project management and organizational skills and the ability to prioritize and execute multiple initiatives.

Key Competencies:

Ethical Conduct – Acts with honor in all business dealings.

Strong communication skills – Communicates with all levels of organizations appropriately. Knows when written or verbal dialog is most efficient and effective.

Technical Capacity - Understanding and proficiency in all phases of own work and essential related jobs. Exhibits proficiency with software and other necessary business equipment. Takes a hands on approach to working in role and with team members.

Customer Service skills - Manages difficult or emotional customer situations; Responds quickly, appropriately, and accurately to requests from internal and external customers. Remains calm and respectful when dealing with customers (internal & external). Follows up appropriately

Organizational skills - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans

Active listening skills – Gives full attention to what other people are saying, takes time to understand the points being made, asks questions as appropriate, and does not interrupt at inappropriate times.

Social & Cultural Perceptiveness – Is aware of others' reactions and has empathy towards why people may react in certain ways.

Critical / Data Driven Thinking – Uses data, logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Attention to Detail – Demonstrates accuracy in all matters. Is timely, precise, and efficient with commercial communication and documentation.

Collaboration & Teambuilding - Knows that by working together we make better products. Takes the time to listen to one another and our clients. Does their utmost for a common goal. Contributes to building a positive team spirit.

Business Acumen- Understands the potential business implications of decisions being made.

Negotiation skills – Considers the needs of Holmatro and the customer and brings them together to create solutions that work for all parties.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is largely a sedentary role; however, some physical movement is required. This would require the ability to lift files, boxing goods, bending or standing as necessary.

The employee may be required to demonstrate tool use and attend to the Holmatro booth at trade shows. This can involve lifting and/or moving items over 30 pounds. Light booth construction will require lifting and bending. Standing for long periods of time during tradeshows may also be required.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5:00 p.m. Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 9:00 a.m. to 4:00 p.m.

Travel

This position requires up to 10% travel. Some of the travel may be on the weekends.

AAP/EEO Statement

Holmatro Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.Company Description

Holmatro hydraulic equipment and system solutions are used worldwide in rescue operations and special tactics operations. These types of applications require reliable and safe equipment under all circumstances. To guarantee that Holmatro users can carry out their specialist work in an optimal fashion, we aim to be the best-in-class market leader by deploying pioneering technology.

Holmatro Group, founded in 1967 in the Netherlands, is a leading private company that provides hydraulic equipment and services. More than 380 employees work at the Holmatro Group, which has established its division offices in the Netherlands, the United States and China. From our head office in the Netherlands, we serve all our customers in Europe, the Middle East, Africa, Oceania, East and Southeast Asia, and South America. Our customers in North and Central America are served by our office in the US. From our China office, we are ready to assist our customers on Mainland China and in Hong Kong and Macao.

Full-time