Manager, ETO Global Service Representatives

Location: york, pa
Date Posted: 03-02-2018
The Manager, ETO Global Service Representatives is responsible for leading a team of global service representatives to: Receive customer inquiries, identify customer needs & requirements, coordinate the Metso response from the various BU resources, create SAP quotations for parts and upgrades, follow up to MA teams on submitted quotations, and enter orders into SAP for the Engineered Products and Grinding Products Business Unit offering.
•Coach customer service representatives and staff to achieve high performance and identify opportunities for upselling and increasing Metso scope
•Coordinate ongoing training to ensure an adequate level of customer and product knowledge.
•Provides feedback to internal team regarding customer service performance and/or customer concerns.
•Provides feedback to team members and management to ensure all customers have accurate and timely information on order status and/or changes.
•Set procedure and policies & conduct and coordinate training for GSR team to meet given KPIs.  Topics and policies including:◦Coordinating Technical support from PL engineering
◦Quotation generation, including estimating and vendor selection
◦Escalate opportunities to the engineered proposal team
◦Order Acknowledgement, Order entry and confirmation of promised delivery dates
◦Hand off of project and sales order to the contract execution team
◦Inform appropriate parties of project status
◦Invoicing requirements
•Gather and share operational best practices from MA and other BU Customer Service teams related to ETO
•Lead process changes to achieve KPIs.
•Encourages and develops positive team work and relationships amongst co-workers. Demonstrates respect for others.
•Shows commitment to quality ethics and focuses on meeting the needs and expectations of both internal and external customers.
•Observes safety regulations and exhibits a concern for safety.
•Assesses and prioritizes work requirements; develops and executes plans in a timely manner and accepts advice and/or direction well.
•Travel may be required both domestic and international.
• Minimum five (5) years’ experience in a customer service environment
• Minimum three (3) years’ experience in a management/supervisory position
•A proven track record of professional accomplishments and reliability.
•High level of MS Office and SAP skills
•Knowledge of typical business transactions including costing, pricing, profit calculation, quote preparation, and application of terms and conditions and payment terms.
•Proven ability to apply principles of logical and scientific thinking to a wide range of technical and practical problems.
•Excellent communication and supervisory skills required with a high degree of accuracy and attention to detail.
•Good organizational skills required.
•Strong interpersonal skills and be able to lead and motivate others.
•Excellent verbal and written communication skills.
•Develop strong trusting relationships in order to gain support and achieve results.
•Manage multiple conflicting priorities in a fast-paced environment.
•Be self-directed and motivated.
•Take initiative to identify and anticipate customer needs and make recommendations for implementation.
•While performing the duties of this job, the employee is regularly required to sit; use hands and fingers; reach with hands and arms; and talk and hear.
•Visual acuity is required to read and produce accurate materials.
•Use of keyboards, telephones, copiers, fax.
  • Friendly, respectful environment
  • Challenging opportunities that contribute to the development and enhancement of Metso’s industry leading solutions
  • Opportunity to work in a global community
  • Pride in working for an industry leader in mining, aggregates, recycling and oil and gas (one of the top employers in Finland!)
  • Competitive healthcare options, 401K matching, flexible work schedules, tuition reimbursement, and much more!
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  • 70 minutes north of Baltimore, 2 hours southwest of Philadelphia, 45 minutes south of Hershey, PA, 1.5 hours north of Washington, DC and 45 minutes east of Gettysburg
  • Large industrial base of companies and is a key location for distribution centers that service the northeast
  • Known as the Snack Food Capital of the World
  • Population of 60,000 people with a thriving artist community
  • Strong school system and nice place to raise a family
At Metso, our values - driving customer success, seeking innovation, performing together and respecting each other - guide us in how we conduct business and how we work together.   As a multi-national company Metso values and thrives on diversity.  We are an equal opportunity employer.  All employment decisions are made on the basis of qualifications, merit and business need.  If you need assistance or an accommodation due to a disability please let us know.
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