Manager of Customer Relations and Credit & Collections

Marmon Holdings, Inc.•Houston, TX

2d•Hybrid

About The Position

The Manager of Customer Service and Collections, based in Houston, TX, will lead the activities of the customer service and collections team to maintain and enhance customer relationships and meet organizational and operational objectives. They are responsible for overall effectiveness through continuous improvement and innovation. The successful candidate will be detail oriented, system savvy and possess a strong desire to learn. This role will also oversee the general management of the office. Hybrid position in the office 3 days a week.

Requirements

10+ years of experience in Supply Chain and Logistic industries
Bachelor's degree
MBA – Operations Management
Experience managing teams
Excellent verbal and written communication skills, including solid working relationships with customers and partners
Strong organizational skills with a strong attention to detail and ability to multitask
Strong interpersonal skills
Process-oriented with a passion for developing best practices
Solid computer skills, including Word, PowerPoint and Excel

Responsibilities

Organize and manage the customer service team to handle incoming inquiries from external and internal customers.
Identify opportunities to deliver more comprehensive service offerings to customers.
Oversee the contracts process and ensure timely response to customers working with the contracts team.
Manage internal credit reviews and coordinate approvals with relevant stakeholders.
Manage, coach, and develop customer service and collections employees.
Define roles and responsibilities within the team to enhance customer relationships and support the sales team.
Set and manage annual objectives and performance of the team.
Review operational processes related to customer service and collections while identifying opportunities for improvements.
Coordinate and manage customer service projects and initiatives.
Collaborate with cross-functional teams, including marketing, finance and IT for process improvement initiatives.
Manage KPIs for both service and collections.
Build requirements for key KPIs for dashboards and reports (Power BI).
Liaison with building management for security access, holidays, closings etc.
General office communications holidays, weather tracking and WFH decisions
Manage local office contacts/contracts for vendors (FedEx, Att&T)
P-Card/Invoice processing for vendors
Coordinate office events
Merchandise ordering.
Shipping and tracking materials for shows.