International Sales Support Manager - Cheswick, PA

Vitro is the largest glass manufacturer in the Western Hemisphere and the largest glass producer in North America. Vitro's glass products can be found in some of the most iconic vehicles on the road, in countless buildings and homes around the world, and in billions of glass containers produced every year. With more than 14,000 employees worldwide, we have expanded our global footprint and cemented our leadership role in the industries in which we operate.

At Vitro, we redefine the power of partnership to create value and innovative glass solutions for our customers and communities. Together, we will realize the full potential of glass to shape how we move, build, and live in the future. Vitro takes active steps to protect the environment and supports several initiatives that promote protection of the environment and reduction of energy consumption in the glass manufacturing process. Our products and technologies reduce energy consumption and emissions in buildings and vehicles, and we minimize the use of natural resources in manufacturing. Together, we have the power to make more than glass. We can make the future a brighter place for years to come.

Vitro Architectural Glass manufactures a broad range of industry-leading, energy-efficient products such as Solarban, Sungate and Starphire Ultra-Clear glasses. Throughout our storied history, collaboration and innovation have been central to our advancements. Today, the key to our success continues to lie in the strength of our partnerships. With a foundation formed on trust, teamwork and shared excitement, the possibilities for impactful innovations in glass are truly endless.

With manufacturing facilities throughout the U.S. and Mexico, Vitro Architectural Glass is committed to sustainable manufacturing processes and products. Vitro also operates one of the world's largest glass research and development facilities in Pittsburgh, PA and has four residential glass fabrication plants in Canada.

To find out more, please visit our website: Vitro Architectural Glass | Vitro Architectural Glass vitroglazings.com

The Manager Sales Support, International is responsible for day-to-day management of a regional team of one to two Flat Glass international sales support professionals. The incumbent oversees and participates on a team charged with delivering maximum sales support and customer experience while supporting Vitro sales and profitability objectives. The incumbent coordinates customer service activities with export compliance, export customers, export sales, logistics, manufacturing, production planning, supply chain, marketing, technical services, finance, credit, IT, and other internal/external functions. The incumbent assists his or her team in negotiating critical issues between internal and external parties to raise the level of service to the customer while protecting Vitro's interests and profitability. The nature of the work is primarily tactical, serving customer needs as they arise, with a minor focus on project management activities related to customer and/or systems implementations.

The incumbent trains and mentors staff to ensure the effective, reliable and professional delivery of exceptional sales support and customer service at all times this includes maintaining export compliance training and execution for all team members, as well as working with third party logistics to coordinate export bookings and customs documentation. For his or her international team, s/he maintains the work schedule, approves vacations and time off, determines customer account assignments, and redirects resources as priorities change. Due to time differences globally, must be able to work off-hours and respond to customers in a timely manner. S/he participates in candidate interviews as requested by the Director. The incumbent participates in continuous improvement initiatives based on ideas generated personally and/or feedback from customers and internal parties. The incumbent represents his or her team on various cross-functional teams during regular weekly meetings and shares resulting feedback, decisions, and action plans with his or her regional team and more broadly.

Qualifications:

• Bachelor's degree in business, communications, or a related field preferred or demonstrated experience in customer service leadership.
• Languages Required: English & Spanish
• Extensive knowledge of current export compliance regulations and export transportation requirements, architectural glass products, glass manufacturing, and commercial construction practices is required.
• Global knowledge of business practices and ethics.
• Strong leadership, customer service, communications, organizational, problem solving, and selling skills.
• Ability to exercise diplomacy and fairness in handling people, resolve conflict, and build and maintain effective work relationships.
• Demonstrate a strong sense of urgency when needed, the ability to follow tasks through to completion, and critical thinking ability to analyze data and respond to situations effectively.
• Strong working knowledge of Windows and Microsoft Office products is required.
• Experience with Vitro Flat Glass systems is preferred.

RESPONSIBILITIES:

• Manage the efforts of an international sales support team and provide training to staff in export compliance, export shipping, export documentation, daily operations, procedures and practices to achieve organizational goals.
• Provide administrative, technical, and sales support to the sales group and to customers in a manner that ensures maximum customer satisfaction and maximum Vitro profitability.
• Interface and interact regularly with customers, sales, logistics, manufacturing, production planning, marketing, credit, finance, and IT. Examples of liaison activities: plant tank scheduling, capacity, service and systems issues, customer account priorities, and competitor intelligence.
• Make determinations with regard to production, inventory, and capacity restrictions in conjunction with the customer's delivery requirements. Develop, recommend, and implement alternative strategies to meet customer requirements if plants, carriers, and other parties cannot conform to initial requirements.
• Utilize appropriate resources to provide maximum sales support, order management accuracy, and profitability.
• Train / empower regional team members to respond to customer concerns and resolve customer issues.
• Monitor team member performance to identify coaching and development opportunities to grow employee skill levels and ensure appropriate competencies exist for team members.
• In conjunction with the Director, implement action items to address staff performance such as improvement plans and disciplinary action to provide the necessary coaching and direction to ensure improved performance.
• Work independently with a high degree of accuracy and detail orientation. Consistently exercise good judgment and proper balance in all activities.
• Make recommendations for improvement where needed in support of continuous improvement efforts.