Customer Service and Purchasing Manager

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Our Customer Service & Purchasing Representatives are Real Experts, providing exceptional service and product knowledge to our woodworking professional customers. We supply hardware, but we sell the by-product of our values - our service. We like to refer to our service as Genuine Hardware Hospitality, because our customer service team is ready, reliable and provides personalized support to our customers.

We are seeking a dedicated and experienced Customer Service and Purchasing Manager to join our dynamic team. This key role combines the two critical functions of Customer Service and Purchasing. One team at Charles McMurray Co. is responsible for both functions to ensure that customers receive the highest quality of service and that our inventory meets market demands. The ideal candidate will demonstrate strong leadership qualities, effectively manage a team of customer service representatives, and liaise with suppliers to optimize our purchasing efforts. This position requires a proactive and strategic thinker who can manage multiple priorities and provide solutions to enhance customer experience while controlling costs. If you are passionate about delivering exceptional customer service and possess strong negotiating and buying skills, this role could be a great fit for you!

Duties and Responsibilities

Purchasing Management:

• Vendor Negotiations: Negotiate the best deals possible. Thoughtfully, strategically, and methodically approach our vendor relationships to maximize value to CMC and our customers. Train the buyers to actively support CMC's purchasing goals.
• Product Selection: Research, manage and move new products through the creation and promotion process. Vigilantly discontinue products that do not sell.
• Procurement: Track and manage all procurement to buy in the most efficient, cost-effective ways from the best source.
• Inventory Management: Review purchasing reports and purchasing metrics to align our inventory with company goals of service levels, turns, total inventory, etc.
• Pricing: Oversee Pricing Specialist; and effective price implementations.
• Coordinate with the sales team to understand purchasing and product needs and optimize supply chain solutions.

Customer Service:

• Manage the workflow and oversee the processing of all customer orders, calls, needs, etc.
• Training: Train staff to effectively manage customer relationships and support our mission to be the most convenient place for our customers to do business. Examples of topics are professionalism, product knowledge, dispute resolution, de-escalation, organization.
• Support the Customer Service and Sales team with quotes, returns, customer relations, etc.
• Resolve customer issues and complaints in a timely and professional manner.
• Product Knowledge: Become an expert on our products to best serve customers and train the team.

General Management

• Provide leadership to the department. Develop the purchasing and customer service skills of direct reports.
• Forecast and maintain staffing levels necessary to accomplish company goals.
• Develop and execute near and longer-term vision & strategies for the department; set goals and supporting individual assistant manager goals aligned with company objectives.
• Evaluate department performance. Track key metrics across the department, providing regular reports on performance and taking action on areas of opportunity and/or in need of improvement. Examples include: failed calls, order entry errors, call efficiency, bid turnaround, phone etiquette, etc.
• Work cross-functionally with other departments to ensure customer satisfaction.

Qualifications Include:

• Bachelor's degree in business administration, supply chain management, or a related field.
• A minimum of 5 years of experience in purchasing or supply chain management, with at least two years managing others.
• Strong negotiation skills with a proven track record of successful supplier agreements.
• Excellent analytical skills with the ability to interpret data and market trends.
• Familiarity with procurement software and tools to effectively manage a supply chain.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Team leadership and performance management skills.
• Ability to effectively manage remote employees.

Requires monthly travel to Phoenix and Sacramento branches.

Compensation

$110,000-150,000 annual salary, plus bonus program eligibility

Pay dependent upon candidate's unique set of qualifications.

We have great benefits too! The company offers medical, dental, vision, 401k with company match and a profit sharing plan. Additionally, all employees are eligible for a quarterly incentive bonus program. We have generous holiday, floating holiday, vacation as well as sick leave benefits. We offer many events throughout the year for employees including Christmas breakfast with Santa for employees and families, quarterly luncheons, sales luncheons, baseball games, bowling tournaments and other get-togethers.

Working conditions

Office work environment. Company headquarters also includes a warehouse setting.

Physical requirements

Able to do the essential functions of office position. This includes bending, stooping, kneeling and repetitive functions related to standard office - desk role.

Direct reports

Customer Service & Purchasing Agents, Pricing Specialist, Assistant Manager of Customer Service

Accommodations

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Charles McMurray Co. is an equal employment opportunity employer.

Job Type: Full-time

Pay: $110,000.00 - $150,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person