Company Overview:Flack Global Metals ( FGM ) was founded with the mission to reinvent how metal is bought and sold, combining physical metals distribution with advanced risk management solutions and financial services. We are purpose built to give our customers, partners, and investments, a competitive edge.Role Overview:As the Manager of Customer Service for one of the largest steel Service Centers in the country, you will have critical impacts on the successes of both Flack & our customers across North America. You, and your team of ~6 CSRs, will own the customer experience for those who rely on Flack's traditional rolled-steel supply chain solutions, and our unique risk-aware & forecasted models.While previously managing a steel Service Center would certainly qualify for you this role, full consideration will be given to candidates who've held similar responsibilities within companies who reside in either direction of the rolled-steel supply chain (producer or consumer).In this role you will:
- Establish, enable, exemplify, and enforce the policies, procedures, and expectations for our best-in-class service our customer expect
- Be the trusted resource to represent our Operations organization; helping ensure the practicality & deliverability of our high service-level for upcoming orders from both new & existing customers
- Establish and/or improve the systems to capture, monitor, and share the meaningful customer-driven metrics & KPIs leveraged by Leadership and stakeholders in: Logistics, Sales, Production, and elsewhere.
- Help the team maintain the delicate balance between incredible experience and efficient velocity by setting clear expectations & maintaining accountability
- As the ultimate escalation point for the team, you have the ability to lead from the front and help drive the bar of excellence
Requirements:
- A bachelor's degree AND 5+ years of professional experience; or comparable cumulative professional & educational experience
- 3+ years B2B experience in Customer Service, Account/Relationship Management, Sales, or similar customer-facing roles
- 2+ years managing/leading direct reports, including: training/enablement, hiring & team-building, and performance evaluations
- Experience, exposure, and/or knowledge in the modern steel/metals industries is required for success
- Professional, thoughtful, thorough, and transparent communications, both written and verbally
Location:Those in this role will work ~80% of the time in our Cleveland office, located on Public Square.Compensation:This is a salaried role ($80K+ a year), plus benefits, and bonus opportunities.**No C2C or 3rd Parties accepted. Sorry, but we are not currently able to provide Sponsorship or VISA assistance.