Manager, Export Services

General Purpose

Provide direct supervisory leadership to the assigned export services team for the execution of varying export services related duties in accordance with established standard operating procedures under minimal supervision. The primary objective of this role is leadership of the CCSR (customer-facing export specialist) team to accurately execute the responsibilities and expectations of their functions.

• Provide continual support in the growth of skill set of the customer-facing export team through training activities by coordinating and conducting training as well as the onboarding training plan for new export team members
• Lead performance management activities which include but are not limited to mentoring and coaching the export team, helping direct reports develop and execute their goals, conducting performance reviews, conducting hiring/retention activities, and assigning back up roles within team
• Maintain export SOPs as well as supervise the continual update of individual customer SOPs
• Lead through CI initiatives on current processes to help improve the export department
• Conduct metrics maintenance which includes monitoring key export KPI’s and taking necessary corrective action, reviewing key metrics with the team, and leading RCA and continuous improvement initiatives
• Work with sales operation and the Order Entry team to take accountability for quick entry of Sales Force opportunities and order execution
• Lead the team through troubleshooting of issues and prioritization of critical items as needed
• Act as first point of escalation on complaints for the export specialist to get solution from other stakeholders (i.e., plant QA.) when complaints are not being moved along timely
• Act as the first point of contact to key contact for stakeholders (sales, credit, accounting, operations, etc.,) prior to escalation
• Coordinate account assignment through CSR determination table for export specialists and the accounts that they manage
• Collaborate with appropriate stakeholders within our internal business groups as needed to effectively manage export specialist and export order management activities that may need resolution
• Accounting, International Trade Compliance, Plant Operations, SAP/IT and Master Data, Internal Freight Forwarding, and Domestic Logistics, S&OP, Plant Ops
• Work collaboratively with corporate credit department to resolve issues regarding credit holds, short payments, etc.; verify credit status before processing orders, generate Proforma invoices if necessary, and run open balance reports
• Provide back up to the direct reports in the office while they are out to ensure a seamless experience for the customers
• Have accountability in making sure all export opportunities within Sales Force are quickly converted from opportunities to sales orders, while taking steps to work through the team and proactively move orders through the Export OTC lifecycle expeditiously. Tactics for execution include:
• Monitor which opportunities are late while working with appropriate stakeholders to move it ahead (sales personal, sales ops, order management,)
• Monitor purchase opportunities in Salesforce or offers for progression, and follow up if approvals aren’t recorded in a timely manner
• Manage KPI around order entry / look for CI opportunities to improve upon these KPIs
• Run the critical team operational / execution reports and provide support through leadership to direct reports to get these reports executed as needed. Assist direct reports in updating these orders as needed to help move orders into next month timely. These reports include but are not limited to Orders past Due, Shipped not invoiced, and Export OE Team | Closed-Won | SAP Entry
• May also manage assigned accounts and high degree of involvement with key customers
• The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required

Education and Experience

• Undergraduate degree in business or international business, logistics, supply chain…