Expanded Services Manager

At American Solutions for Business, we’re passionate about helping people live their American dream. As an employee-owned company, we build strong, entrepreneurial relationships and deliver innovative solutions that create value for our stakeholders.

Since 1981, we’ve grown into one of the largest distributors in our industry offering print, branded merchandise, eCommerce solutions, fulfillment services, and more to customers across the country.

We are looking for an experienced Expanded Services Manager who brings a strong background in the print and promotional products industry and a passion for leading teams. In this role you will provide work direction, support and guidance to the Expanded Services supervisors and their account management teams.  You will also be responsible for ensuring quality and efficient support and service is being provided to our sales associates.  Other responsibilities include planning, assigning, and directing work of the Expanded leadership team; individual and team development, appraising performance; motivating employees; addressing complaints and resolving problems as needed between Sales Associates and Expanded support employees.

 Essential Duties and Responsibilities include the following. Other duties may be assigned.

Provide a variety of support for Expanded Services team members with responsibilities for scheduling, performance management, disciplinary action, and career development.

Oversee and manage activities of the department to include:

• Will work with the supervisor team to ensure work assignments align with the skills of the Expanded Services employee.
• Responsible for ensuring the supervisor team is managing work assignments to ensure the workload balance exists on the team.
• Work with the Expanded team to optimize workflow and daily activities to ensure the Expanded revenue stream is strong.
• Will be the primary point of contact to ensure accuracy of all Expanded work hours are billed and tracked appropriately.
• Provide guidance and support as needed.
• Be a resource to answer questions on processes and procedures including inventory, credits, sourcing, ACEs and ACEs Admin.  
• Assist team members to work across boundaries with other departments within ASB.
• Provide positive, as well as constructive feedback to team members on a regular basis.
• Communicate with sales associates, vendors, etc. to resolve outstanding issues quickly and effectively. 
• Handle escalated Sales or customer calls with diplomacy and tact.
• Participate and contribute to leadership and department meetings.
• Lead weekly supervisor team member meetings.
• Provide feedback and input on staffing needs, participate in interviews and the hiring process.
• Provide input for performance reviews for the development and growth of assigned team members. Actively works to develop and grow the skills of the Expanded team to ensure there is depth for future promotions.

 Supervisory Responsibilities                                                  

Directly supervises 3 Expanded Services Supervisors and their associated teams. Responsibilities include planning, assigning, and directing work; training and mentoring of team members, appraising performance; addressing complaints and resolving problems.