The Sr. Manager is responsible for creating, implementing and leading the overall Grainger Customer Specific Pricing (CSP) support strategy. Lead multiple teams of Quotes Specialists managed by multiple supervisors responsible for completing customer specific pricing quotations to drive profitable revenue growth for price-sensitive customer opportunities. Teams are located in both the United States and Panama. Derive and provide analysis of financial results and the impact of implemented processes on the business to continuously improve customer experience. Utilize expertise to collaborate with business partners on maximizing conversion of CSP quote opportunities. Implement automation and enhanced ease-of-use within the CSP Quotations process to support the business and provide just-in-time response. Facilitate collaboration with other business partners and maximize collaborative relationships with seamless and consistent outputs to support business partners with value-added support services. Responsible for the development of people leaders and manages ongoing daily operations through Quotes Supervisors.
Principal Duties & Responsibilities:
Coach and develop Quotations Supervisors to manage daily team operational workflow, including implementing policies and procedures, monitoring and addressing attendance and performance issues, and conducting Performance Management reviews and individual coaching
Lead development and implementation of processes for entire Quotations team and continually ensure processes meet the need of the current business environment
Serve as key point of contact for all Grainger Leaders on CSP Quotations related topics.
Manage and measure results of quotations activity, including quotations profitability, team workload and productivity management and take action on results as needed
Interface with Product Management and Pricing teams to utilize results to address product pricing opportunities and develop future strategy.
Establish and monitor team productivity and performance measurements in key areas such as: cycle time, quantity of quotes processed/trends, and qualitative measures of teamwork, customer experience and support effectiveness.
Lead the direction for providing training and professional development of team members
Manage the overall budget for payroll and expenses
Ensure that all quotations utilizing supplier Cost Support allow for efficient collection of all appropriate supplier rebates and work with other teams as needed.
Ensure that the requirements of Large Customer Direct Sales, Medium Customer, Pricing, Product Management, Supply Chain, Finance and other internal departments or business units are appropriately integrated in to the Quotations process where appropriate to maximize customer experience
Ability to travel to Panama required (6 times annually)
Preferred Education & Experience:
Position requires a Bachelor's degree in business or marketing or equivalent work experience, plus 3+ years of people leadership experience in a large, complex team environment.
Thorough understanding of pricing tactics and financial levers as well as experience with creating complex operational strategies.
Understand and articulate broad "Big Picture" business objectives as they relate to unique customer opportunities.
Superior communication skills, both written and verbal, with ability to provide clear and concise information and direction both vertically and horizontally within the organization.
Demonstrated strong coaching and performance management skills with ability to motivate, inspire, and achieve results through others
The overall Sales Support team has the responsibility for partnering with the customer facing Grainger organization to identify customer specific needs and match Grainger's value offering to those needs. The CSP Quotations team specifically accomplishes this through support of opportunities requiring customer specific quotes, with an estimated $1 billion in annual sales realized and over 1.5M unique opportunities quoted. The CSP Quotations team also has the responsibility for ensuring that cost support offered by the suppliers and applied to customer quotations are managed appropriately, Additional responsibilities include partnering with the Pricing teams to help guide the organization toward most effective approaches to pricing for Grainger's customers.
Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability, or protected veteran status.
A little about us:
Grainger helps customers save time and money by providing them the right products to keep their facilities up and running.