What are the responsibilities and job description for the Onsite Customer Program Manager position at Würth MRO, Safety, & Metalworking?
Position Summary
The Program Manager, assigned to specific key customers, is a critical leadership role within Wurth MSM, responsible for the overall management, on-site leadership, and performance of key customer relationships, performance and revenue growth. This individual is the sole point of contact for an assigned customer location, working in collaboration with the on-site team and customer, overseeing all aspects of customer service, order fulfillment, and team performance at the customer location – driving revenue activation, growth, and opportunity expansion. The Program Manager will work cross-functionally with all internal teams, to ensure exceptional service levels, revenue growth, profitability, and exceed customer expectations. This is a leadership position with direct reports.
Essential Duties And Responsibilities
Customer Relationship Management:
The Würth Difference
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.
The Program Manager, assigned to specific key customers, is a critical leadership role within Wurth MSM, responsible for the overall management, on-site leadership, and performance of key customer relationships, performance and revenue growth. This individual is the sole point of contact for an assigned customer location, working in collaboration with the on-site team and customer, overseeing all aspects of customer service, order fulfillment, and team performance at the customer location – driving revenue activation, growth, and opportunity expansion. The Program Manager will work cross-functionally with all internal teams, to ensure exceptional service levels, revenue growth, profitability, and exceed customer expectations. This is a leadership position with direct reports.
Essential Duties And Responsibilities
Customer Relationship Management:
- Serve as the primary point of contact for the assigned account, ensuring strong, ongoing relationships with customer stakeholders, beyond purchasing including end users and C-suite.
- Actively manage customer expectations, addressing inquiries and concerns promptly, and ensuring high levels of customer satisfaction.
- Establish and maintain a cadence of Quarterly Business Reviews (QBRs) with customers, collaborating with Sales Leadership, to assess performance, discuss key metrics, and identify improvement opportunities.
- Oversee all customer reporting and forecasting, ensuring accurate and timely communication with both internal teams and customers.
- Lead the coordination of internal and external communications regarding customer needs, changes in demand, and order fulfillment.
- Regularly update customers on order status, inventory availability, and delivery timelines.
- Work closely with Inventory & Category Management and Operations teams to develop and implement strategies that optimize customer order fulfillment, improve gross margins, and support top-line revenue growth.
- Develop stocking strategies, monitor inventory levels of high-demand or customer-specific items, and ensure alignment with seasonal or non-standard purchasing needs.
- Ensure proper inventory management to maintain customer service levels and avoid stockouts.
- Lead all onsite customer IMRs (Inventory Management Representatives) for order delivery and the replenishment of cribs, vending machines, and work area deliveries at all customer locations.
- Continuously monitor service delivery at each location to ensure that the Wurth MSM commercial account representatives are meeting customer needs and expectations.
- Track area and account receivable (AR) growth for individual locations, ensuring service levels are consistently maintained.
- Develop and on-site plan for optimizing the fulfillment process including cross-functional training and emergency preparedness for the on-site team.
- Manage a sourcing specialist dedicated to fulfilling customer requests for non-stocked items, ensuring timely and accurate product sourcing.
- Ensure that special customer requests are fulfilled, leveraging internal resources to secure products not readily available in inventory.
- Lead, mentor, and develop a team of associates, ensuring alignment with organizational goals and promoting a high-performance culture.
- Oversee recruitment, performance reviews, employee development, and terminations within the program.
- Foster a collaborative work environment, encouraging innovation and engagement across the team.
- Promote and drive the Wurth Company Culture throughout the organization, ensuring alignment with the company’s mission and values.
- Approve T&E (Travel & Expense) expenditures and ensure compliance with internal financial policies.
- Bachelor’s degree strongly preferred.
- 5 years' experience in Industrial Distribution leadership preferred.
- Proven history of achieving and exceeding sales targets and driving revenue growth.
- Demonstrated computer and presentation skills.
- Strong analytical and critical thinking skills, with a proven ability to manage multiple priorities.
- Excellent verbal and written communication skills, with the ability to present complex information clearly.
- Proficiency in project management tools and software.
- High level of professionalism, integrity, and emotional intelligence.
- Must have a valid driver’s license, valid auto insurance coverage, and access to a vehicle.
- Standard business hours and occasional out of the area and overnight travel may be required.
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
- 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
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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.