Sr. Director, Customer Operations - OEM

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

BUILD A BETTER CAREER WITH MSC

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

Requisition ID :21611

Employment Type :Full Time

Job Category :Warehouse/Distribution

Work Location :Holtsville, NY (OEM BU)

BRIEF POSITION SUMMARY:

The Sr. Director of Customer Operations is responsible for leading the Account Management, Strategic Accounts Management & Program Management teams. This leader ensures seamless execution across ERP-driven processes, including order entry, VMI and vending replenishment approvals, RMA and credit processing, quoting, and supplier coordination. The role aligns account management and program management teams execution with the broader commercial strategy while driving margin performance, operational efficiency, and a world-class customer experience.

DUTIES AND RESPONSIBILITIES

• Lead and develop the Account Management teams responsible for daily customer interaction and transactional execution.
• Lead and develop the Strategic Accounts Management teams responsible for maintaining and growing strategic and OEM inclusion sales accounts.
• Lead and develop the Program Management team to ensure seamless onboarding and implementation of new customer programs, coordinating cross-functional execution across operations, sourcing, and customer teams
• Deliver pricing packages for seller execution and ensure internal processes are followed
• Ensure timely and accurate processing of sales orders, VMI and vending replenishment, RMAs, credits, and RFQs.
• Own pricing strategy and execution for unassigned accounts, including managing 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 that aligns to support the BU's growth initiatives
• 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
• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.

QUALIFICATIONS

What You Need:

• Bachelor's degree or equivalent experience required.
• Minimum of seven years of experience Industrial Distribution Sales, Sales Management or Quoting experience required.
• Experience in leading teams
• Experience in strategic planning and execution.
• 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

Bonus Points If You Have:

• Fastener experience
• Strong knowledge of contracting, negotiating, and change management.
• Strong knowledge of structuring sales goals and revenue expectations.

Other Requirements:

• A valid driver's license may be required.
• Position requires up to 10% of travel
• This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”)

Compensation starting at $123900 - $194700 depending on candidate location and experience.

The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate's relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.

Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.

This job posting will remain open for a minimum of 3 business days from the original posting date or longer as needed to fill the position.

WHY MSC?

People. Collaboration. Insight. That's how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 80+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.

OUR COMMITMENT TO YOU

Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. Visit our page for a better look at our extensive benefits: Your Future Benefits.

You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able. These circles are open to all associates and are designed to promote awareness, collaboration, and respect.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.

Please note that MSC uses electronic monitoring and system logs in its workplace, including monitoring of Company-provided systems and collaboration tools, as permitted by applicable law.