Regional Customer Service Manager

The Regional Customer Service Manager will be the driving force behind the success of the operations while also working closely with the Regional Sales Management team. This leader will oversee offices across multiple locations ensuring smooth operational support for the business while optimizing performance.

Responsibilities:

• Lead the regional office teams reinforcing compliance with all company policies, procedures, and behavioral expectations.
• Collaborate with office managers and supervisors to implement best practices and standardize processes across locations.
• Act as an escalation point for suppliers, customers, sales agents, office and corporate partners, and employees in terms of issue resolution.
• Foster a collaborative and supportive regional culture where all team members feel valued, engaged, and motivated to excel.
• Provide ongoing coaching and mentorship, offering guidance, feedback, and support. Write and deliver performance reviews for office managers, supervisors, and team members, as well as make annual compensation recommendations for team members across the region.
• Encourage knowledge sharing and cross-functional collaboration across branch teams, fostering a culture of continuous improvement.
• Monitor and assess the performance of all sales offices within the region, analyze operational inefficiencies, develop, and implement data-driven solutions for continuous improvement.
• Partner with Sales leaders to align collective regional vision and goals, driving productivity, accountability, and effective communication between sales agents, branch teams and Corporate.
• Develop and implement strategic plans for the region, setting ambitious yet achievable performance targets, in partnership with divisional and sales leaders.
• Analyze regional reporting data and identify opportunities for growth and/or operational improvement.
• Allocate resources effectively and ensure optimal utilization across sales offices within the region, including backup coverage.
• Support implementation of all new corporate or divisional processes and initiatives.

Requirements:

• Bachelor’s degree in Business Administration, Supply Chain Management, or a related discipline + 5 years of experience required.
• 3+ years of experience managing a team required. Multi-site team management preferred.
• 3+ years of experience in a sales, service, wholesale, or supply chain related role preferred.
• Initial travel upfront to get to know your teams in branches located in MD, NC, VA and AR. Travel following is expected, at least once a quarter, but is expected during times of hiring new team members and/or when supporting business system rollouts/process changes.
• Strong proficiency in Microsoft Word, Excel, Outlook and virtual communication and collaboration tools.
• ERP (Enterprise Resource Planning) system knowledge for core supply chain, manufacturing services, financial and other processes of an organization is required.
• Experience in developing employees and workforce planning.