Insite - Customer Operations Support

HireWise; Macroom; On-site; EUR 36,000 - 54,000; Full time

Job summary

HireWise is working with a leading technical distributor to appoint an Insite - Customer Operations Support for the Macroom site in Cork. The role covers business development, growth, and management of the assigned customer site, overseeing sales, stock, logistics and supplier relationships.

You will lead customer service, run regular reviews with key accounts, manage quotes and cost saving initiatives, and collaborate with Field Sales and suppliers to deliver value and improve service levels.

Qualifications

• Understanding of the MRO market and its drivers.
• Excellent verbal and written communication skills.
• Strong problem solving and customer service orientation.

Responsibilities

• Develop and deliver the contract and services for the assigned customer site.
• Manage quotes preparation and follow-up.
• Build and maintain onsite customer relationships; support supplier collaboration.

Skills

MRO market understanding

Cross-functional collaboration

Excellent communication

IT skills (MS Office)

Tools

Word

Excel

Job description

Our Client is a leading technical specialist distributor of industrial maintenance, repair and overhaul (MRO) products and services and is part of Europe's biggest industrial products distributor, with annual revenue of over €2.2 billion. They are looking to attract an Insite - Customer Operations Support for the overall business development, growth and management of the assigned customer site in Macroom Co Cork.This encompasses profitable sales, cost savings initiatives, customer relationship management, leadership, direction of the Insite operation and any related staff, logistics, stock management and purchasing of items not supplied from local or national distribution centre stock.

Key Responsibilities:

Revenue Generation and Financial Performance:

• Development and delivery of the agreed contract and services.
• Management of preparation and follow up of quotes.
• Conversion and consolidation of available business basket
• Delivery of the value proposition and attainment of agreed cost saving targets.
• Completion of the monthly Insite monthly reports (including scorecards and leakage) and ensuring all relevant functions report onsite activities and opportunities.
• Proactive relationship management with commercial and key accounts and credit control.

Customer relationship management:

• Consistent delivery of agreed levels of customer service.
• Develop onsite relationships by setting and attending regular review meetings,
• Face to face dealings with customers and agreement of strategy with the Field Sales Executive and Key accounts.
• Develop a program for regular site involvement from the technical specialists & key strategic suppliers to enhance reliability performance and achieve cost saving targets set.
• Implement/execute customer specific implementation plans.
• Strive to deliver continuous improvement programs to improve customer service levels.
• Proactive development of process improvement aimed at improving customer service.
• Ad hoc customer service duties on an as-needed basis (e.g. 24 hour call out service) when necessary.
• Establish and integrate yourself into the customer's team.
• Manage customer expectations and any escalations.
• Develop product knowledge and ability to offer technical support across a wide range of MRO products.
• Work with strategic suppliers to bring innovative products to customer applications to offer TCO benefits.

Purchasing, Logistics and Housekeeping:

• Planning and management of stock in line with Customer requirements and company business targets.
• Adherence to company stock management policies - e.g. perpetual inventory schedules.
• Maintain stock in good saleable condition, retaining traceability (where applicable) & Purchasing where ever possible including usage of company Cards.
• Negotiation and management of the purchase of non-stock items to support the consolidation of available basket.
• Proactive management of all customer VMI suppliers to review, monitor and assist in amending stock levels to ensure service is optimised for the Customer

Key Requirements

• An understanding / experience of the MRO market, its drivers and key manufacturers in a range of its products.
• Solid technical background / understanding of one or more relevant product areas.
• Skilled at working effectively with cross functional teams in a matrix organisation.
• Excellent verbal and written communication skills.
• Strong IT skills, including Word, Excel and K8 an advantage
• Strong problem solving skills and a willingness to roll up your sleeves and get the job done.
• Excellent commercial awareness with a clear understanding of all aspects of margin management and cost/benefit analysis etc. Strong knowledge and understanding of specific industry segments.
• Dynamic and energetic team player, possessing a clear passion for people.
• Flexible and takes personal accountability and responsibility for delivering results.
• Customer centric, tenacious and outgoing - comfortable with travelling and high levels of face to face customer interaction.
• Excellent presentation skills and ability to adapt behaviour to the situation, i.e. the boardroom and engineers.