DRT Mfg. Co. is a leader in the metal packaging industry, focusing on supporting the production of beverage and food ends, through system and part sales and service. The metal packaging market is forecasted to grow significantly over the next several years because brand owners continue to choose infinitely recyclable metal packaging solutions over plastic or glass.

We are currently seeking a candidate for our Sales Operations Director

SUMMARY:

The Sales Operations – Director will be responsible for implementing and executing consistent systems and procedures to achieve high levels of customer satisfaction by leading the Customer Service Department. The Customer Service department will be responsible for entering and managing customer orders, customer communication on delivery date expectations, pricing implementation, and ensuring overall success to our customers by supporting their day-to-day needs. This role will require cross-functional collaboration with R&D, Commercial, Manufacturing, Quality, and Supply Chain to meet the requirements for both our internal and external customers. S/he will manage a group of 1 – 3 customer service representatives and others (to be named as business growth justifies additional support).

This position reports to the Vice President – Sales/Marketing, MPS and Precision, will be based in Dayton, OH.

ESSENTIAL DUTIES AND RESPONSIBILITIES - Other duties may be assigned.

Management responsibilities for the Customer Service Department to include performance management, recruiting, succession planning, goal setting, and employee development.
Improve and implement systems and procedures to allow the commercial team to sell more efficiently, while ensuring orders are placed at the appropriate price and lead-time, as agreed upon within the business.
Standardize work processes to allow customer service team to be scalable to support additional business demand and do so in an efficient manner.
Assist with customer value proposals, participate in customer quarterly reviews, business team meetings, and attend customer visits when appropriate.
Participates and provides input on pricing, payment term negotiations, and ensures orders that are entered meet business objectives.
Understands and regularly reviews product costs and profitability, partners with Finance, looks for improvements.
Prioritize and support customer’s business continuity plans regarding logistics and strategic inventory positions.
Lead, develop, and manage Systems logistics and strategic freight forwarder relationships.
Work with Supply Chain Manager to properly measure and report critical metrics/scorecard. Establish the necessary corrective actions to drive continuous improvement on departmental key performance indicators (KPI’s).
Manage Available to Promise (ATP) process for all orders made within MPS segment.
Manage global capacity and drive team to place orders on plants where cost and lead-times are most efficient.
Measure and implement the necessary corrective actions to maintain current customer interfacing service level metric goals for invoice accuracy and on time & in full (OTIF) delivery. This will include accurate order entry/date changes and reason coding.
Identify and lead internal and external system and process improvement initiatives required for both Customer Service and the business.
Responsible to oversee & manage new system implementation.
Manage the vendor managed inventory (VMI) contractor/supply process and consignment arrangements where applicable.
Perform regular audits to ensure compliance to department and Corporate SOP’s and regulations. This will include daily manual override reports, as well as the annual physical inventory process.
Manage the billing adjustment and returns approval process and verify timely execution of required debit/credit memos.
Work with commercial team to utilize full functionality of CRM within Customer Service and Sales team.
Participate in Top 10 credit/collections monthly meeting and lead invoice discrepancy investigations within the IS team
Respond to escalated inquiries and/or complaints regarding the organization’s products and/or services, pricing, delivery dates, adjustments, and other account management functions.
Performs other duties as assigned.

POSITION REQUIREMENTS

Formal Education

Bachelor’s degree

Knowledge and Experience

Required: Minimum 10 years of inside sales and/or supply chain experience in a distribution or manufacturing setting.
Experience using Baan, SAP, or other integrated order entry system preferred.
Experience in Microsoft Office (Excel, Word, PowerPoint).
Solid understanding of inventory management and scheduling preferred

Technical/Skill Requirements and Personal Attributes

Excellent verbal and written communication skills.
Initiates action - takes prompt action to accomplish objectives; takes action to achieve goals beyond what is required; proactive.
Demonstrated record of high performance - produces individual and team results, frequently meets or exceeds personal goals.
Work ethic - sets high standards of performance for self; assumes responsibility and accountability for successfully completing assignments or tasks
Ability to manage multiple tasks, projects and priorities involving external/internal customers, peers, and senior management.
Adaptability - maintains effectiveness when experiencing changes in work.
Stress Tolerance - maintaining stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and to the organization.
Excellent prioritization, goal setting, planning & organizational skills.
Team player with excellent interpersonal skills.
General knowledge of basic accounting principles.

Travel Requirements

20%+

COMPETENCIES

Aligning Performance For Success

Focusing and managing individual performance by helping others set performance goals/objectives, and then tracking results and continually evaluating performance effectiveness. Aligning Performance for Success supports our business drivers of Building a High-Performance Culture and Increasing Global Focus.

Leading A Culture Of Trust & Integrity

Fostering a work environment that encourages people to act with integrity and treat each other and their ideas with respect; creating and protecting a high-trust environment by setting an example, advocating for others when faced with challenges, removing barriers, and rewarding others for demonstrating behaviors that cultivate trust. Leading a Culture of Trust and Integrity supports our business driver of Building a High-Performance Culture.

Decision Making

Identifying and understanding challenges and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with facts and optimizes probable consequences. Decision Making supports our business driver of Driving Efficiency.

Customer Focus

Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value. Customer Focus supports our business driver of Increasing Financial Performance.

Communication

Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others. Communication supports our business drivers of Building a High-Performance Culture, Increasing Financial Performance, Increasing Global Focus, Executing a Competitive Strategy and Driving Efficiency.

DRT Holdings, LLC

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