Essandant - Beyond Essential



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Job Details

Requisition Number 17-1037
Title Mgr, Sales & Service Process
City Deerfield
State IL
Zip Code 60015

Essendant is a pure wholesale distributor of a broad range of business products including office, janitorial, break room and industrial supplies. We “win from the middle of the supply chain” by enabling the success of our suppliers, our reseller customers, our associates, and the communities we serve.  By stocking a broad range of products across key market channels, and by offering sophisticated logistical capabilities and innovative value-added services, we enable our resellers to respond efficiently to the demand for business products from millions of consumers. By giving our suppliers logistical excellence and broad market reach, we enable their success. Join Essendant, a Fortune 500 company, and you’ll enjoy a comprehensive benefits package that uniquely meets the needs of you and your family.  


Essendant is an equal opportunity employer and will not discriminate on the basis of race, color, religion, sex, national origin, disability or protected veteran status.


Position Summary

The Manager, Sales and Service Process is responsible for developing strategies and designing pre- and post-sale processes and program standards for implementation by the customer care centers and sales teams to support all channels of business (eg. Business and Facility Essentials and New Channels).  This positions acts as a sales support subject matter expert / process owner and collaborates with senior leaders to design, initiate, and proactively implement sales and service processes and programs to ensure successful implementation and compliance.


Position Responsibilities / Essential Functions

·         Plan and execute projects, processes, and programs for all segments of the business related to customer service and sales across multiple contact channels (phone, fax, email, web)

·         Translate corporate strategies or improvement initiatives into actions by designing, communicating and implementing sales and service processes and programs.

·         Manage process design, creation, and implementation.  Provide direction to the Process Specialist as needed.

·         Provide post-implementation support and checkpoints for measuring success and developing improvement initiatives or actions.

·         Lead change efforts and partner with key stakeholders to identify the overall impact on associates.  Plan and implement actions / activities to build awareness, understanding, and skills through various education or communication initiatives.

·         Align or coordinate sales and service project plans with other major company initiatives.  Integrate initiatives or actions with the Essendant technical environment, customer care, and sales business functions.

·         Communicate risks and project status to care and sales leaders or various steering committees.  Recommend fine-tuning to the sales effectiveness strategy when appropriate.

·         Partner with and guide Information Technology (IT) and other business units (eg.  HR, Marketing, Merchandising, Ops, Pricing) to provide business unit direction and input to ongoing or new initiatives and strategies.

·         Demonstrate a commitment to the Essendant values.

·         Other duties, responsibilities, and qualifications may be required and / or assigned as necessary.


Quantitative Dimensions

The Manager, Sales and Service Process works independently and focuses on projects of medium to high complexity, typically high impact and / or cost, and requires little or no direct supervision.  This position influences cross-functional teams and leaders at all levels within the organization, demonstrates two-way communication, and gains buy-in support from partners such as the VPs of sales, care center directors and managers, and other senior leadership.  This position may provide direction and / or mentor the project specialists.




Education, Certification & Licenses:

·         This position requires Knowledge of process mapping and project management acquired through formal education, or two to three years on-the-job application.  Equivalent to Bachelor’s degree in marketing or business

·         Six Sigma or similar certification in process mapping and facilitating process improvements a plus



·         Minimum 5 years experience in managing process implementations or related experience

·         Field experience a plus


Computer Skills:

·         Microsoft Excel, Work and Outlook

·         Microsoft PowerPoint

·         Microsoft Project

·         Microsoft Visio  and Publisher a plus

·         OfficeMax computer systems a plus



Additional Information


·         History of prior implementation success

·         Written and verbal communication skills

·         Some travel required

·         Ability to be flexible based on business needs

·         Operation knowledge of care and sales processes and strategies a plus


  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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Essendant and its subsidiaries requires both I-9 completion and E-verify confirmation within 72 hours of a new hire's employment start date to certify legal eligibility to work in the US.

Essendant and its subsidiaries prohibits unlawful or improper presence or use of controlled substances or alcohol in the workplace.

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