Customer Relations Manager (On-site in Billings, MT)

Description:

Customer Relations Manager

Location: Billings, MT

Who We Are:

A&I Distributors is a rapidly growing, family and employee-owned, well established wholesale oil distributor, with nearly one hundred years of history and partnerships with some of the largest oil companies in the world. These partnerships, along with unmatched service to our customers, have enabled the company to grow to one of the premier oil distributors in the nation; a long way from our humble beginnings in 1924.

Role Summary:

The Customer Relations Manager is responsible for driving sales growth, managing customer relationships, ensuring exceptional customer service, and leading the inside sales function. This position serves as a key point of contact for customers, supports sales initiatives, resolves customer concerns, and works closely with multiple departments to ensure a positive customer experience while achieving company sales objectives.

Hours: Minimum 40 hours per week, M-F 8 am to 5 pm with one hour lunch

Location: On Site - Boise

Compensation: DOE

Benefit Package:

• PTO (After one year)
• Paid Sick Time (after 90 days)
• Holiday Pay
• Health & Dental Insurance
• 401k
• Profit Sharing/ESOP
• Life and Disability Insurance
• Employee Discount

Essential Duties and Responsibilities

Sales Management

• Develop and maintain strong relationships with existing customers.
• Identify opportunities to increase sales and expand customer accounts.
• Generate and follow up on sales leads.
• Prepare and present quotes, proposals, and pricing information.
• Monitor sales performance and achieve established sales goals.
• Collaborate with outside sales representatives and other departments to maximize sales opportunities.
• Maintain accurate customer records and sales activity within company systems.

Customer Relations

• Serve as the primary contact for customer inquiries, concerns, and requests.
• Ensure prompt and professional resolution of customer issues.
• Build long-term customer relationships through consistent communication and follow-up.
• Monitor customer satisfaction and identify opportunities for service improvement.
• Manage escalated customer concerns and coordinate resolutions with appropriate departments.

Team Leadership and Administration

• Supervise and support inside sales and customer service team members, as applicable.
• Provide training, coaching, and performance feedback to staff.
• Develop and implement customer service and sales best practices.
• Monitor key performance indicators (KPIs) and prepare management reports.
• Assist in developing departmental goals, procedures, and continuous improvement initiatives.

Operational Support

• Coordinate customer orders, delivery schedules, and account requirements.
• Ensure compliance with company policies and procedures.
• Work closely with the Outside Sales Team, Warehouses, Purchasing, Finance, Human Resources, and other departments to support customer needs.
• Maintain confidentiality of sensitive customer and company information.

Work Environment

• Office-based environment (non-remote).
• Regular phone interaction with customers, vendors, and employees.
• May require occasional overtime based on business needs.

Performance Expectations

• Achieve established sales and customer retention goals.
• Maintain high levels of customer satisfaction.
• Accurately manage customer accounts and sales activities.
• Demonstrate leadership, professionalism, and a commitment to company values.

Requirements:

Qualifications

• Bachelor's degree in Business, Marketing, Sales, or a related field preferred.
• Minimum of 3-5 years of sales, customer service, or account management experience.
• Previous supervisory or leadership experience preferred.
• Strong customer relationship management and problem-solving skills.
• Experience with CRM systems and Microsoft Office applications.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.

Knowledge, Skills, and Abilities

• Leadership and team development skills.
• Sales forecasting and account management knowledge.
• Customer-focused mindset.
• Strong negotiation and interpersonal skills.
• Ability to analyze sales and customer service metrics.
• Professional judgment and decision-making abilities.
• Ability to maintain positive working relationships with customers, vendors, and employees.

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