Smart Connect Team Manager
Job Details
AC8393 West Reading - West Reading, PA

Fraser Advanced Information Systems has been named to the PA Best Places to Work list for 2020. Being named as a PA Best Place to work is a very prestigious honor as it is only presented to 100 PA companies, and even more impressive, only 30 medium sized companies, which Fraser is classified. We are very honored to be a part of such an impressive list!


SmartConnect Team Manager analyzes our supply profitability using industry software along with customer demands, usage, supply yield and contracts.  Monitors daily activities of Smart Connect Team to ensure clients are receiving outstanding customer service, technicians are dispatched properly, and departments are meeting benchmarks.  Strong ability to resolve escalated issues with the customer while managing the Smart Connect Team in accordance with the same goals. 



  • Maintains relationship concerning all aspects of industry software to ensure accuracy of information and increase revenue
  • Train sales reps on the benefits and utilization of industry software
  • Audit the dispatch board to ensure department benchmarks achieved; territory integrity maintained, calls completed within 4-hour response time and limit 2 calls left on the board
  • Understand, analyze and problem solve based on data from industry software databases in addition to customer feedback to identify cost reducing strategies
  • Analyze profitability reports
  • Understand and review service and supply alerts, invoices and survey responses
  • Create executive quarterly client reports and attend meetings with sales reps
  • Ability to meet with customers and discuss toner usage, current contract terms, usage and to “right size” customer in contract with increased bases when applicable
  • Develop and maintain accurate stock levels for major accounts based on usage and supply yields
  • Manage toner recycling program
  • Meet Smart Connect Contract Revenue Goal


  • Monitor all daily activities in the supply and dispatch department
  • Monthly one-on-one meetings – should provide feedback/brainstorming sessions concerning customer service, supplies, dispatch and shipping
  • Work with other Team Leaders and Managers to collaborate on improving processes and or reducing inefficiencies
  • Team member reviews
  • Attend management meetings and trainings
  • Report performance indicators to upper management team
  • Promote Fraser culture and core values throughout the organization


Education: Bachelor’s degree in business admin or related field

Experience: 3+ years’ experience in related field


  1. Excellent interpersonal skills, ability to work well with others, in both supervisory and support staff roles
  2. Superb analytical and problem-solving skills leveraged to proactively improve customer service processes and acquire stellar customer approval scores
  3. Ability to work and make decisions in a fast paced environment
  4. Mastery of Excel and other office suite programs
  5. Customer service excellence and communication
  6. Ability to follow a prescribed process
  7. Accuracy when reporting
  8. Have sound judgment and ability to think on feet
  9. Organizational skills
  10. Follow-up on transactions until their completion

Physical Demands: Ability to sit for long periods of time, ability to lift, push, pull up to 30 pounds

Work Environment: Fast paced, shared space, collaborative, open office space environment

Travel Required: Minimal


  • Competitive compensation
  • Company paid trips, awards, incentives and promotions
  • Professional environment with opportunities for advancement based on performance
  • Comprehensive benefits package which includes medical, dental, vision, life and disability, vacation, paid holidays, 401k with company match, and expense reimbursement


Fraser helps many goal-oriented professionals achieve and surpass their goals through industry-leading training, a fun work environment and a very rewarding compensation program.

We welcome the opportunity to discuss what the next successful years in your career could look like here at Fraser!