Manager of Customer Service & Collections

Manager of Customer Service and CollectionsThe 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.Key ResponsibilitiesCustomer Service and Collections Management: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.Team Leadership and Development: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.Process Improvement: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.Key Performance Indicators (KPIs):Manage KPIs for both service and collections.Build requirements for key KPIs for dashboards and reports (Power BI).Office Management:Liaison with building management for security access, holidays, closings etc.General office communications holidays, weather tracking and WFH decisionsManage local office contacts/contracts for vendors (FedEx, Att&T)P-Card/Invoice processing for vendorsCoordinate office eventsCoordination Support for Trade Show Events:Merchandise ordering.Shipping and tracking materials for shows.Qualifications10+ years of experience in Supply Chain and Logistic industriesBachelor's degreeMBA – Operations ManagementExperience managing teamsExcellent verbal and written communication skills, including solid working relationships with customers and partnersStrong organizational skills with a strong attention to detail and ability to multitaskStrong interpersonal skillsProcess-oriented with a passion for developing best practicesSolid computer skills, including Word, PowerPoint and ExcelFollowing receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.