Service Center Manager

Job Purpose 

Create an environment that inspires and engages the Service Center team to deliver results; Accountable for the successful execution of safe and efficient Service Center operations, business strategy, customer service, and consistent compliance with MRC procedures and controls. 

Essential Duties and Responsibilities

Individual must be able to perform the essential duties with or without reasonable accommodation. 

• Engage employees in understanding, ownership, and compliance with all safety guidelines; drive a rigorous approach to the identification and correction of hazards, evaluation of risks, and implementation of prevention and control measures.

• Ensure all required incident reporting is performed in a timely manner using appropriate process; Oversee the implementation of corrective measures arising from incident investigation and hazard reports.

• Prepare the Service Center cost budget and monitor expenditures to ensure compliance.

• Monitor work-flows throughout the Service Center to ensure timely accomplishment of service, warehouse and logistics duties.

• Track KPI’s that measure inside sales and warehouse efficiency and the quality and timeliness of customer service. Take action to drive continuous improvement and address shortfalls.

• Ensure cycle count programs are executed according to plan.

• Lead employees to anticipate and solve problems and plan for workload changes.

• Motivate and challenge employees and encourage growth and development; Promote strengths; address weaknesses. 

• Set clear expectations and measure results. Communicate consistently. Provide timely, candid feedback and hold people accountable.

• Identify and initiate or obtain training required for employee success in performing duties.

• Maintain confidential information pertaining to normal supervisory duties. 

• Administer, communicate, and promote awareness and compliance with MRC policies, procedures and expectations to all employees, to include strict enforcement and compliance with DOT and SOX compliance guidelines.

• Develop annual Service Center business plans to identify service and efficiency improvements.

• Control, perform or oversee inside sales activities including quoting, sourcing materials customer service, purchasing, inventory control, shipping and receiving, or support to sales personnel.

• Share market intelligence and sales opportunities with Regional Sales personnel.

• Coordinate with regional and corporate sales resources to deliver service required to support new business. 

• Lead the Service Center Location to deliver on the service, support, and strategic needs of Corporate accounts. 

• Identify and implement solutions to customers’ needs. Work with Regional Sales and National Accounts to determine how to charge the customer for additional service. 

• Develop and maintain standards that deliver service excellence. 

• Lead the resolution of Accounts receivable issues that are preventing MRC Global from collecting payment for goods and services provided.

• Communicate honestly and consistently to reaffirm MRC’s reputation for ethical and dependable partnership. 

• Establish a friendly and effective working relationship with customers and internal partners through in-person visits, written and verbal correspondence, and other effective interpersonal skills.

• Keep management informed of the area’s performance; provide advice on those matters that are mutually pertinent. 

• Manage confidential information appropriately, to include pricing and contract information, resale costs, and expense items.

• Carry out other duties within the scope, spirit, and purpose of the job. 

Education, Experience & Ability Requirements 

Any combination of requirements which provide knowledge and abilities necessary to perform essential duties and responsibilities, will be considered. 

• Undergraduate degree in a related field or equivalent combination of education and work experience that provides the knowledge and abilities necessary to perform the work. 

• Any combination of four or more years in customer service, inside sales and/or warehouse services in a position with increasing responsibility, to include demonstrated leadership/supervisory experience.

• Demonstrated competence in the use of computers and software applications.

• Demonstrated ability to communicate and promote ideas and transfer detailed knowledge to others.

• Ability to effectively present information in one-on-one and small group situations.

• Willingness and ability to be on call as needed to provide 24-hour service to customers.

• Willingness and ability to travel within and outside Service Center area, with occasional overnight stays.

• Valid Driver’s License with the ability to meet the MRC Global vehicle policy. 

• Certification or ability to be certified to operate fork trucks, overhead cranes, and other heavy equipment.

Additional Qualifications 

• Must have the ability to provide documentation verifying legal work status.

• Ability to read and speak the English language proficiently in order to communicate with others; to understand and interpret safety instructions; and to respond to inquiries.

• Ability to understand and comply with MRC Global guidelines & expectations, to include Code of Conduct and Conflict of Interest guidelines. 

Working Conditions 

• For position-specific details regarding the physical and mental demands and working conditions, contact Human Resources. 

• Reasonable accommodation may be made to enable individuals to perform essential functions.