Service Center Manager

MRC Global - Watford City, ND

Full-time - Mid Level

Watford City, ND

Merchant Wholesalers, Durable Goods

About the position

The Service Center Manager at MRC Global is responsible for creating an engaging environment for the Service Center team, ensuring the successful execution of operations, business strategy, and customer service while maintaining compliance with company procedures. This role involves overseeing safety guidelines, incident reporting, budget management, and continuous improvement initiatives to enhance service efficiency and customer satisfaction.

Responsibilities

• Engage employees in understanding and compliance with safety guidelines.
• Oversee incident reporting and implement corrective measures from investigations.
• Prepare and monitor the Service Center cost budget.
• Monitor workflows to ensure timely service and logistics duties.
• Track KPIs for inside sales and warehouse efficiency, driving continuous improvement.
• Ensure execution of cycle count programs as planned.
• Lead employees in problem-solving and workload planning.
• Motivate employees and encourage their growth and development.
• Set clear expectations, measure results, and provide feedback.
• Identify and obtain necessary training for employee success.
• Administer and promote compliance with MRC policies and procedures.
• Develop annual business plans for service and efficiency improvements.
• Control inside sales activities including quoting and inventory control.
• Share market intelligence with Regional Sales personnel.
• Coordinate with sales resources to support new business.
• Lead the Service Center to meet corporate account needs.
• Identify solutions to customer needs and manage service charges.
• Develop standards for service excellence.
• Resolve accounts receivable issues affecting payment collection.
• Maintain effective communication with customers and internal partners.
• Keep management informed of performance and provide relevant advice.
• Manage confidential information appropriately.

Requirements

• Undergraduate degree in a related field or equivalent experience.
• Four or more years in customer service, inside sales, or warehouse services with leadership experience.
• Competence in using computers and software applications.
• Ability to communicate and promote ideas effectively.
• Ability to present information in one-on-one and small group situations.
• Willingness to be on call for 24-hour customer service.
• Willingness to travel within and outside the Service Center area.
• Valid Driver's License meeting MRC Global vehicle policy requirements.
• Certification or ability to operate fork trucks and heavy equipment.

Nice-to-haves

• Ability to read and speak English proficiently to communicate safety instructions and respond to inquiries.
• Ability to understand and comply with MRC Global guidelines.

Benefits

• Tuition assistance and career development support.
• Employee Assistance Program for mental health and community resources.