The Manager of Business Unit leads the customer management team, driving customer success through strategic planning, process optimization, and operational execution. This role bridges Executive Leadership and Inside Sales, overseeing team operations, mentoring staff, and aligning processes with company objectives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
•Achieves all KPI’s related to this position
•Manage a Customer Support and Service team
•Manages and Directs work of functional team, including hiring, corrective action, performance appraisals and pay review, budget and processes.
•Ability to lead and motivate a large team, manage performance, and foster a collaborative and productive work environment in accordance to Wurth basic principles.
•Implement training programs to ensure staff are equipped with necessary skills and knowledge, including new employee onboarding.
•Manage workforce planning, staffing, and labor relations to meet operational requirements.
•Communicate daily with team members to proactively address concerns
•Collaborate with the team to identify, research, and resolve customer issues.
•Works with Outside Sales on Quotes and New Opportunities
•Participates in Internal RAILs
•Works with Outside Sales preparation of Wurth Business Reviews
•Control margining to maintain and meet company profitability objectives
•Coordinates projects within the department and in collaboration with other departments
•Oversight of the ECN process
JOB DESCRIPTION
•Ability to perform the duties of those who report to the Business Unit Manager
•Provides backup and support to the team as needed
•Always represents the company professionally
•Ensure complete customer satisfaction is being met by the team
•Performs other duties, as assigned
QUALIFICATIONS, SKILLS & ABILITIES
• Bachelor’s Degree Preferred. High school diploma/GED
• Minimum 3-5 years customer service or related experience is required
• Intermediate to Advanced experience in Microsoft Outlook, Word and PowerPoint
• Intermediate to Advanced Excel skills
• SAP/P21 skills are advantageous
• Must be able to read and analyze customer purchase orders, drawings and vendor-supplied reference material
•Ability to work cross functionally to achieve required goals
•Proficiency in Microsoft Excel, PowerPoint, and SAP/P21 (preferred).
•Data entry, quote support, record management, researching activities, logistics (communication with warehouse), shipment scheduling, etc. via defined processes
•Ability to communicate professionally through written, oral, or other forms of communication
•Ability to analyze data to make decisions that drive positive impact
•Ability to lead and direct, both cross-functionally (peers in other departments) and within the
organization, across multiple geographies.
•Ability to work with mathematical concepts and solve mathematical equations as related to logistics and supply chain
•Demonstrates breadth and depth of product knowledge to position and map Wurth Industry North America product offerings to align with the customer’s business objectives and initiatives
• Ability to provide solutions to escalated internal or external issues
• Ability to provide a variety of instructions furnished through written, oral, excel, or other forms required
•Excellent judgement and decision-making skills
•Strategic thinker; uses creative and innovative problem solving in many types of diverse situations.
•Basic technical understanding of fasteners & industrial hardware
•Travel as needed (5-10% estimate)
•Capable of establishing credibility, respect and trust from internal colleagues and external customers
The Würth Difference:
- Proactive supply chain solutions customized to your business, your industry
- Industrial products and services delivered with prompt, personal attention
- Inventory management solutions that keep your production line moving smoothly
- Complete program support from initial design, to implementation, training, to ongoing analysis
Why Würth:
- 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
- Additional benefits 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
EEOC STATEMENT:
The Wurth Industry North America group of companies are Equal Opportunity Employers and do not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, genetic trait or predisposition, carrier status, citizenship, veteran or military status, and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. Wurth will consider qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws. #LI-SJ1
Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- High school diploma or GED
- Bachelor's degree
- Minimum 3-5 years customer service or related experience
- Intermediate to advanced skills in Microsoft Outlook, Word, PowerPoint
- Intermediate to advanced Microsoft Excel skills
- SAP/P21 skills
- Ability to read and analyze customer purchase orders, drawings, and vendor reference material
- Experience with data entry, quote support, record management, researching, logistics communication, and shipment scheduling via defined processes
- Ability to lead, mentor, manage performance, and direct a customer support/service team
- Ability to analyze data and make decisions that drive positive impact
- Ability to work cross-functionally and across multiple geographies
- Basic technical understanding of fasteners and industrial hardware
- Excellent judgment, decision-making, and strategic problem-solving skills
What We Do
We are part of the Würth Group of companies, the largest of its kind with over $13 billion in sales and 80,000 employees worldwide! All over the world, more than three million customers trust in the products and service of Würth. Competence, quality and closeness to the customer are the foundation of our business. Wurth USA Inc. was founded in 1969 in Monsey, New York as WURTH Fastener Corporation, with only 1 internal employee and 2 sales representatives. Today, our sales force is 300 strong with 80 internal employees, each committed to our continued growth through the success of our customers. Our distribution network provides national coverage from three locations in NJ, FL, and NV. All orders are shipped within 24 hours of receipt at a 99% fill rate. Our commitment to customers is demonstrated through first class service and the highest quality product available to the market. We do this through: • Listening to our customers and partners and committing ourselves to continuous improvements that result in higher levels of client satisfaction. • Providing employees with the most comprehensive training programs within our industry • Helping customers become more efficient and profitable • Empowering our employees to continually find new methods in running our business better • Maintaining and increasing a responsible commitment to environmental and regulatory guidelines
