Program Manager

Primary Responsibilities

• Customer Relationship Management:
• Serve as the primary point of contact for key accounts, ensuring strong, ongoing relationships with

customer stakeholders.

• Actively manage customer expectations, addressing inquiries and concerns promptly, and ensuring

high levels of customer satisfaction.

• Establish and maintain a cadence of Quarterly Business Reviews (QBRs) with customers,

collaborating with Sales and Sales Leadership, to assess performance, discuss key metrics, and
identify improvement opportunities.

• Reporting & Communication:
• Oversee all customer reporting and forecasting, ensuring accurate and timely communication with

both internal teams and customers.

• Lead the coordination of internal and external communications regarding customer needs, changes

in demand, and order fulfillment.

• Regularly update customers on order status, inventory availability, and delivery timelines.
• Cross-Functional Collaboration:
• Work closely with Inventory & Category Management and Operations teams to develop and

implement strategies that optimize customer order fulfillment, improve gross margins, and support
top-line revenue growth.

• Develop stocking strategies, monitor inventory levels of high-demand or customer-specific items,

and ensure alignment with seasonal or non-standard purchasing needs.

• Ensure proper inventory management to maintain customer service levels and avoid stockouts.
• Order Fulfillment & Onsite Service:
• Direct all onsite customer IMRs (Inventory Management Representatives) for order delivery and

the replenishment of cribs, vending machines, and work area deliveries at all customer locations.

• Continuously monitor service delivery at each location to ensure that the Wurth MSM commercial

account representatives are meeting customer needs and expectations.

• Track area and account receivable (AR) growth for individual locations, ensuring service levels are

consistently maintained.

• Sourcing & Product Requests:
• Manage a sourcing specialist dedicated to fulfilling customer requests for non-stocked items,

ensuring timely and accurate product sourcing.

• Ensure that special customer requests are fulfilled, leveraging internal resources to secure products

not readily available in inventory.

• Team Leadership & Development:
• Lead, mentor, and develop a team of associates, ensuring alignment with organizational goals and

promoting a high-performance culture.

• Oversee recruitment, performance reviews, employee development, and terminations within the

program.

• Foster a collaborative work environment, encouraging innovation and engagement across the

team.

• Wurth MSM Culture & Financial Compliance:
• Promote and drive the Wurth Company Culture throughout the organization, ensuring alignment

with the company’s mission and values.

• Approve T&E (Travel & Expense) expenditures and ensure compliance with internal financial

policies.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information

skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when
dealing with emotional topics.

• Leadership - Manages difficult or emotional situations; Responds promptly to internal and external needs; Solicits

feedback to improve service; Responds to requests for service and assistance; Meets commitments.

• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without

interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets

clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Makes timely

decisions.

• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures

self against standard of excellence.

• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when

absent; Arrives at meetings and appointments on time.

• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions;

Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or
notifies appropriate person with an alternate plan.
Education And Qualifications

• Bachelor’s degree strongly preferred.
• 8+ Experience in Industrial Distribution.
• Proven track record of achieving and exceeding sales targets and driving revenue growth.
• Demonstrated computer skills.
• Demonstrated presentation skills.
• Strong analytical and problem-solving skills, with a proven ability to manage multiple priorities.
• Excellent verbal and written communication skills, with the ability to present complex information clearly.
• Proficiency in project management tools and software.
• High level of professionalism, integrity, and emotional intelligence.
• Industry client relations experience strongly preferred.
• Must have a valid driver’s license, valid auto insurance coverage, and access to a vehicle.
• A flexible work schedule and occasional out-of-the-area and overnight travel are expected, up to 75%.