Manager, Distribution Client Services

Position Summary

The Manager, Distribution Client Services, is a highly engaged working manager who serves as a key point of contact for clients, ensuring exceptional service through accurate quoting, order processing, and effective issue resolution. This role actively supports daily client service operations while leading and energizing the Distribution Client Experience team.

The manager drives cross functional collaboration, ensures operational accuracy, and strengthens client satisfaction and business performance. This position requires strong time management and prioritization skills to balance hands-on responsibilities with team leadership. The manager mentors and develops team members, upholds Brin’s service standards, and ensures daily operations align with Brin’s values, strategic goals, and commitment to service excellence.

Key Responsibilities

Client Interaction & Support

• Respond to client inquiries via phone, email, and in person.
• Provide accurate quotes and enter orders using ERP system.  Spot check team members to ensure consistency and client service expectations are exceeded or met.
• Ensure timely and effective resolution of client needs, including complex service requests and complaints. Process product returns (RGA) and ensure timely responses to clients.
• Follow up with clients that have experienced errors or damage to ensure that the expectations and quality have been met or exceeded.
• Assist in a resolution for both internal and external clients, escalating to Director, Client Services when needed.
• Process Improvement: Design service policies by analyzing feedback from team and clients to fix recurring client pain points.

Order & Quote Management

• Enter and manage quotes, orders, and acknowledgments in ERP system supporting inventory and replenishment through accurate work order entry.
• Verify accuracy of costs, sale price, production, delivery dates and product details are entered correctly on order transactions.
• Maintain CRM records in alignment with company standards and goals.
• Support cost reductions through training and development of team members and ensure costs and profit margins are accurate.
• Manage resources and service-related expenses within departments’ budget.
• Conduct collections process or escalate matters to the corporate accounting team for review.
• Drive growth inside sales pipelines and opportunities as identified by Director, Distribution Client Services. Ensure team is hitting daily, weekly and monthly goals.
• Conduct quarterly reviews of local competitor pricing to ensure market alignment, while working with Director, Distribution Client Services.

Scheduling & Coordination

• Collaborate with scheduling to ensure client satisfaction with returned items and new lead times for reissued product.
• Ensure specialty items are reviewed and lead time & pricing discussed with client before placing order.
• Collaborate with the Director, Distribution Operations, to meet client expectations, suggesting options that best serve the client while preserving profitable business outcomes.
• Conduct weekly 1:1’s for team members, attend 1:1 with direct supervisor and ensure L10’s follow the proper BOS structure.

Manager Accountabilities

• Managing staff, including hiring and firing.
• Recruiting and training new employees.
• Ensure compliance (safety, process, HR, etc.)
• Performance reviews of direct reports.
• Clarifying departmental and individual expectations.
• Coaching, development, and discipline of direct reports.
• Recommends compensation and incentives.
• Enforces company policy and process.
• Execute departmental goals and monitor budgets.
• Communicate progress, needs and updates to senior leadership.
• Cascades communication to team members.

Safety Responsibilities

• Champion a culture of safety in all operations.
• Ensure compliance with all safety regulations, policies, and procedures.
• Lead by example in promoting safe work practices and hazard awareness.
• Support safety training, audits, and continuous improvement efforts while working with safety manager.
• Empower employees to speak up about safety concerns and take corrective action.
• Collaborate with safety teams to monitor and improve safety performance.
• Integrate safety into planning and project execution.

Qualifications

• Bachelor’s degree preferred; equivalent experience in customer service, order management, or operations leadership will be considered.
• 5+ years of experience in client services, customer service, or order entry, including 2+ years in leadership roles.
• Strong verbal and written communication skills with the ability to influence, coach, and set clear expectations for team members and cross-functional partners.
• Strong math and geometry skills with the ability to review, verify, and approve complex order and fabrication details.
• Exceptional attention to detail and organizational skills, with the ability to manage multiple priorities, workflows, and deadlines across the team.
• Demonstrated ability to build a collaborative, people-centered team environment, fostering active listening, accountability, and professional development.
• Proven experience in client-focused problem solving, escalation management, and improving service delivery while supporting profitability and operational accuracy.
• Experience working within an ERP or CRM system to support quoting, order entry, and client communication standards.