T. D. Williamson, Inc.

  • Supervisor, Customer Service

    Posted Date 1 month ago(2018-02-20 4:48 PM)
    Salt Lake City
    Position ID
    United States
  • Overview

    Supervise a team of Inside Sales Reps to ensure all operational projects are properly quoted, processed, executed, and closed, enabling the team to enhance the customer experience and meet customer requirements. Works with Order Fulfillment team to maintain accurate/current product lead times, holds team accountable to deliver to published lead times. Promptly communicates to OSF’s and customers any delivery modifications.


    Inside Sales Activities (35%)

    • Leads the ISR’s in delivering quality, compliant, timely, and winning propositions for our customers and reviews, if necessary, critical output from the team before issuing a final proposal to the customer and informing appropriate OSR.
    • Oversees the verification of orders against quotations and completion of the quote-to-order process in CRM.
    • Verifies that pricing is aligned with regional guidelines and customers MSA/Contracted agreements.
    • Utilizes WH “Pre-Qualification Library” on SharePoint site or other location to assist in efficiently achieving qualified status with customers and in-process bid submissions.
    • Validates pricing and cost model is regularly reviewed and updated with input from internal stakeholders (Commercial Operations, Operations, Operations Support, Data Analysis, Finance).
    • Performs periodic reviews of samples of completed projects with Project Management and Finance teams to ensure accuracy of pricing / costing models.
    • Encourages ISR’s to seeks opportunities to maximize revenue through upselling requests by offering integrated TDW services. Engage team to focus on the WHY and drive to Solutions.Scheduling Activities

    Scheduling Activities (35%)

    • Manages workload of cross-functional team and prioritizes / allocates tasks to ensure customer needs are met on time, while ensuring the most effective use of resources.
    • Conducts routine analysis and provides recommendations for optimization of capacity.
    • Provides recommendations for CAPEX planning and labor allocations.
    • Conducts periodic audits of key processes and drives continuous improvement,
    • Collates data and reports financial and sales activity to Business Unit management and internal customers.
    • Understands tools, technologies, performance criteria, specifications, limitations, competitors’ tools & capabilities.
    • Keeps up to date with all current regulations and legislation pertaining to the pipeline industry,
    • Maintains technical competency through continued learning and personal development,
    • Ensures accuracy & timeliness of ERP system entries (CRM & FSA) to maximize operational efficiency,
    • Provides regular feedback and submits enhancement requests to One ERP & IT relating to CRM-FSA functionality.
    • Utilizes LSS tools to drive continuous improvement in processes, overall team performance and responsiveness.

    Team Management (30%)

    • Selects, evaluates, motivates, develops, and trains employees to ensure a qualified workforce necessary to meet company objectives while complying with equal opportunity and foreign employment guidelines as applicable.
    • Conducts performance reviews according to schedule, providing fair and accurate assessment of employee performance, training needs, areas for improvement, and possibility of future growth within the organization, and ensures training and development needs are addressed.



    • Bachelor’s Degree, preferably in Engineering, Business Management or Sales/Commercial,
    • Five years of experience in a supervisory/lead role supporting an inside sales/commercial team,
    • Strong organization skills and rigor, specifically able to focus on time management and resource allocation.
    • Strong Data Analytics skills.
    • Strong leadership skills,
    • Good commercial and interpersonal skills,
    • Comfortable working in a fast paced, dynamic environment with shifting priorities,
    • Intermediate-level experience and knowledge of Microsoft Office Suite,
    • Working knowledge of applicable ERP systems. Proficient in the use of personal computers, with Microsoft Word and Excel knowledge at the Intermediate level


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