COMPANY SUMMARY

Industrial Specialties LLC has been serving the southern plains for 40 years. With offices located in Oklahoma City, OK and Duncan, OK, ISI is a hydraulic and pneumatic equipment specialist, providing our clients with a wide range of services and products they rely upon to keep their businesses flourishing. Established in 1979, Industrial Specialties LLC is a one-stop shop for state-of-the-art parts and equipment from Parker Hannifin and many other respected brands. 

With customers in Drilling, Completions, Oilfield Services, Transportation and Disposal, the oil & gas industry is very important to us. However, we also serve customers in Agribusiness, Food Processing, Water and Beverage Bottling, Forestry, Manufacturing, Mining, Chemical Processing, Power Generation, Waste Disposal and the ever expanding Wind Energy markets as well.

ISI is part of the Sonepar family of operating companies, consisting of the finest locally managed electrical and industrial distributors throughout the United States.  Sonepar is the world leader in electrical distribution with global leadership in the B-to-B distribution of electrical, industrial, and safety products, services and solutions.  

JOB DESCRIPTION

This position reports to the VP of Corporate Operations and works closely with the Regional Branch Manager. This individual is responsible for the strategic management of customer service operations. This position will be responsible for overall management of sales administration, technical assistance, and pricing.

JOB RESPONSIBILITIES

• Manage a team of Customer Service and Retail Associates
• Achieve customer service KPI’s (Key Performance Indicators). In relation to On Time Delivery, Margin Integrity, Missed Phone Calls, Open Order Reports, Invoice Exceptions.
• Prepare and complete action plans, productivity, resolve problems, and identify customer service standards.
• Management of vendor on sale rebates and pricing structure in ERP system.
• Enter orders for complex customers and accept ownership of orders from cradle to grave.
• Analyze sales and margin daily.
• Comfortable with computer applications to make system improvements and collaborate to make change.
• Determine customer service requirements by maintaining contact with customer, coordinating contact information on communication map.
• Improve Customer Service practices by studying, evaluate and re-designing processes, establishing communication service metrics, monitoring and analyzing results and implementing changes
• Works with cross functional teams on a daily basis; Director of Business Development, Field Sales Managers, Procurement.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

JOB QUALIFICATIONS

• 3+ years of Supervisory Experience in a similar role
• Preferred Bachelor’s Degree in related field of Business, Accounting
• Proficiency with Microsoft Office Suite; especially Excel
• Excellent interpersonal, problem-solving and leadership skills.
• Advanced conflict resolution skills.
• Ability to stay calm in stressful situations and meet strict goals.
• Ability to multitask and stay organized.
• Business management and analysis expertise.
• Strong grasp on the company’s products, services, and customer service policies

EOE/M/F/DISABILITY/VETERAN

Required Skills Required Experience

PERSONALITY/ATTITUDE REQUIREMENTS

• Able to project Dollywood’s image by being genuinely friendly and caring and by taking pride in their work.
• Must be self-motivated and disciplined.
• Must be able to prioritize and complete work assignments on a timely basis.
• Must maintain strict confidentiality and judgment regarding privileged information.
• Must display and live out our Lead with Love principles by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated.
• Must be willing to constantly improve.
• Must have professional appearance with good personal hygiene.
• Must promote and support a “team” work environment by cooperating and helping co-workers.
• Must adapt to changes easily.
• Must tolerate a fast-paced, hectic environment.
• Must show appreciation to others.
• Must be sensitive to the needs of our Guests and feel empowered to take action to meet their needs within company guidelines.
• Willing to work in any assigned area of our properties and perform other functions as assigned.
• Must be able to remain attentive and alert.

ESSENTIAL FUNCTIONS NECESSARY TO PERFORM JOB DUTIES

• Able to display and live out our Lead with Love principles by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated.
• Able to hear, see and speak.
• Able to speak, read and write English.
• Able to smile and make eye contact to make a friendly impression when greeting guests, vendors and other employees.
• Must have manual dexterity necessary to complete all job duties.
• Able to sit and/or stand for long/short periods.
• Able to maintain good personal hygiene.
• Able to get along with other employees to work out problems and resolve conflicts.
• Able to comprehend instructions and retain information.
• Able to maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays.
• Able to tolerate a fast-paced, hectic environment.
• Able to be flexible to handle frequent changes in priorities.
• Able to prioritize tasks and complete assignments on time.
• Able to lift 30 lbs. to 50 lbs.
• Able to wear a full body safety harness and climb up to a 200 foot lift in order to perform inspections, conduct ride evaluations and host training.
• Able to climb evacuation steps and maintain good balance.
• Able to operate/drive company vehicles and have a valid driver’s license with proof of auto liability insurance.
• Able to ride all rides/attractions which require a physical ride through inspection.
• Able to wear all PPE as required.
• Able to tolerate all chemicals/detergents utilized in the area.
• Able to be subjected to periodic random drug screening as outlined by company policy.
• Able to understand and apply basic math skills for use in budgets, schedules, time sheets, balancing ticket sales, and credit card receipts.
• Able to operate a variety of office equipment, sales equipment and ride operation equipment.
• Able to use computers, prepare schedules, budgets, training documents Able to speak clearly in order to operate a two-way radio.
• Able to bend/twist and turn to complete all job functions.
• Able to push/pull to complete all job functions.
• Able to bend and stoop.
• Able to tolerate temperatures from 0 to 140 degrees Fahrenheit
• Able to work outdoors.