Senior Director, Customer Operations & Strategic Programs

MSC Industrial Direct Co.,Inc.; Holtsville, Northern (NY, KY); Hybrid; USD 124,000 - 195,000; Full time

Job summary

MSC Industrial Supply Co. is seeking a Sr. Director of Customer Operations in Holtsville, NY to lead Account Management, Strategic Accounts, and Program Management. You will optimize ERP-driven processes, pricing, quoting, and vendor coordination to drive margin and customer experience.

The role requires seven+ years in industrial distribution sales or related fields, proven leadership, and ERP/pricing expertise. Travel up to 10% and ITAR/CUI considerations may apply.

Qualifications

• Bachelor's degree or equivalent experience required.
• Seven years in Industrial Distribution Sales or Sales Management.
• Experience in leading teams and strategic planning.
• Teambuilding, influencing, conflict resolution and negotiating skills required.
• Planning and resource management experience.
• Strong knowledge of ERP systems, pricing, sourcing, and cross-functional operations.
• Excellent problem-solving skills.
• Product/Part nomenclature.

Responsibilities

• Lead and develop Account Management teams for daily customer interaction and transactional execution.
• Lead and develop Strategic Accounts Management teams for strategic and OEM inclusion sales accounts.
• Lead and develop Program Management team to onboard and implement new customer programs.
• Deliver pricing packages for seller execution and ensure internal processes are followed.
• Ensure timely processing of sales orders, VMI and vending replenishment, RMAs, credits, and RFQs.
• Own pricing strategy and execution for unassigned accounts, including price increases and margin performance.
• Qualify and prioritize new opportunities.
• Partner cross-functionally with Regional Sales Managers, Business Development, purchasing, sourcing, operations, quality, program management, customer solutions, and VMI teams.
• Drive process improvement initiatives to enhance efficiency and accuracy.
• Own and manage account transitions between Account Managers.
• Recruit, train, and develop team members while enabling decision-making within defined authority.
• Develop and manage KPI systems including service levels, margin, win/loss rates, and response times.
• Identify emerging markets and growth trends.
• Participate in cross-functional and divisional projects as required.
• Ownership of departmental work instructions including sign off and approval.
• Foster the MSC culture across the department and company.

Skills

Leadership experience

ERP systems knowledge

Pricing strategy

Strategic planning

Team building

Negotiation

Problem solving

Product nomenclature

Education

Bachelor's degree or equivalent

Tools

ERP software

Job description

MSC Industrial Supply Co. is seeking a Sr. Director of Customer Operations in Holtsville, NY to lead Account Management, Strategic Accounts, and Program Management. You will optimize ERP-driven processes, pricing, quoting, and vendor coordination to drive margin and customer experience.

The role requires seven+ years in industrial distribution sales or related fields, proven leadership, and ERP/pricing expertise. Travel up to 10% and ITAR/CUI considerations may apply.