Job Details Level: Experienced Job Location: Orem, UT - Orem, UT Position Type: Full Time Education Level: 4 Year Degree Salary Range: Undisclosed Travel Percentage: Up to 50% Job Shift: Office Job Category: Customer Service Description As the Customer Relations Regional Manager your primary responsibility is to drive results and oversee the customer experience within an assigned region. In this role you will lead teams by setting goals, creating strategies, and developing talent for the region. As the Customer Relations Regional Manager, you will collaborate with the Regional Director of Manufacturing to uphold company standards of customer excellence and service. You will also support the team to succeed on all measures, including business performance, customer satisfaction, and employee development. This position will be a hybrid office role with travel, full benefits and an annual performance bonus. Ideal candidates will have at least 5 years of previous Customer Service Management experience, supporting multiple locations in a mid to large sized manufacturing company, with exceptional leadership, coaching and communication skills. A high desire for service excellence and the delivery of an exceptional customer experience are also key expectations. Location: Orem, UT. Alternative location: Merced, CA. Essential Duties and Responsibilities: * Mentor local CR Leaders through the development of relationship strategies and programs that produce business value and favorable customer experiences. * Assist in maintaining standard gross profit margin profiles for select orders and customers. * Plan initiatives that maximize profits at each assigned location using Inventory Reporting, GP tools, and extracted data from ERP system(s) to drive continuous improvement around order planning with both Customers and Internal Teams. * Lead the local CR Leaders in the creation, implementation, and ongoing monitoring of strategic initiatives. * Establish efficient and balanced workflows that maximize efficiency and produce high levels of service, quality and customer satisfaction. * Monitor and review workflows and tools for streamlining opportunities and automation potential to enhance both the internal and external customer experience. * Leverage customer feedback to coach the regional team to further enhance the customer experience. * Monitor and analyze service metrics results and implement change as needed through local leadership. * Manage direct reports to include performance management metrics and disciplinary action. Facilitate direct reports' further management of their assigned Customer Relations team members performance. * Ensure best practices are shared throughout the Customer Relations department. Ensure cross-training efforts are completed to minimize disruptions and maintain business continuity. * Engage with local leadership in the handling of complex and escalated customer issues to ensure efficient resolution. * Analyze business trends to identify opportunities and/or gaps to drive results. * Identify and eliminate barriers to enhance performance and enable team members to contribute towards process and performance improvements. * Create a learning and development culture where teamwork, empowerment and trust are encouraged through coaching, performance measurement, and people development. * Inspire team growth through challenging direct reports to create individual development plans that promote an environment of accountability through performance management. * Assist and support recruiting efforts. Coach and develop direct reports to ensure their teams have the depth to take on additional responsibility as the business grows. * Create an inspiring and inclusive work environment that reflects the One Fortis culture. * Foster an open-door environment and solutions-based team approach. * Update job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks. * Participate in the annual budget process; own the management and results of the budget for the assigned team. * Contribute to the overall success of the business by playing an active role in the leadership team. * Additional duties as required. Qualifications Requirements: Education and Experience: * HS diploma required. Bachelor's degree preferred. * At least 5 years of team leadership experience. * Supervisory experience within a multi-site and/or mid-large organization required. Experience within a manufacturing environment highly preferred. * Proven record of leading Customer Relations teams to meet or exceed company goals. * In-depth knowledge of customer service principles and practices. Job Knowledge, Skills, and Abilities: * Proficient with Microsoft Office (including Microsoft Excel and Outlook) * Proficient with project management and sales/CRM software (Smartsheet, SalesForce, Microsoft Project, etc.). * Growth minded, results driven individual. * Keen customer awareness and focus. * Strong leadership, coaching and people development skills. * Self-starter and a team player who will thrive in an entrepreneurial environment. * Excellent communication and interpersonal skills. Able to collaborate well with other divisional leaders. * Strong decision making, problem solving and analytical skills. Strong business acumen. * Excellent organizational skills and outstanding attention to detail. * Ability to thrive in a fast-paced environment, multi-task, perform well under pressure and effectively manage competing and/or changing priorities. * Creative, innovative, and forward thinking. * Change agent capable of leading through influence. Supervisory Responsibilities: * Direct supervision of Customer Relations Managers and Supervisors. * Indirect supervision of Customer Relations Lead and Team(s). Training Requirements: * Willing to attend required training courses or sessions related to the job as assigned. Travel Requirements: * Travel for this position will range from 25-50%, depending on business needs. Physical Demands: * Sitting, standing, and repetitive tasks of working at a computer. * Some light office lifting (max 25 lbs.) is required. * Pass a pre-employment drug test and subject to random drug screening. Work Environment: * Office: Standard office environment, adjacent to production. * Regular exposure to dust and noise while in the production environment. * Warehouse environment temperatures may be influenced by outside temperatures. Personal Protective Equipment: * Safety glasses and closed toed shoes are highly recommended in the production area. Employees must be able to perform the essential functions of their position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, provided this does not create an undue hardship for the company. Fortis Solutions Group retains the right to change or assign other duties to this position, as needed. Fortis Solutions Group is committed to a diverse and inclusive workplace. We are an equal opportunity employer and therefore, do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. #LI-SR1 #CUSTOMERSERVICEJOBS #CUSTOMERSERVICE #MANAGEMENT #UTAHJOBS #OREMUTAH #CUSTOMERRELATIONS #REGIONALMANAGER #PACKAGINGJOBS