Customer Service Manager:
We are seeking an experienced and motivated Customer Service Manager to lead and oversee our Inside Sales and Order Entry teams. This role is responsible for driving exceptional customer satisfaction, streamlining order processing, and supporting sales growth through effective leadership, process improvements, and cross-functional collaboration. The ideal candidate will combine strong people management skills with a solid understanding of customer service, sales operations, and order fulfillment.
The Customer Service Manager will manage a team of 3-5 personnel in the following functions: customer service, order entry, and inside sales (outbound and inbound telephone sales) personnel. This position will be responsible for establishing and measuring critical Key Performance Indicators for the department and ensuring customer satisfaction across all brands.
The ideal candidate will play a pivotal role in driving the group's sales and order execution performance, developing strong relationships with key customers, and translating market intelligence into actionable results. This is a high-impact, high-visibility position with direct influence over business performance.
Essential Job Duties:
Key Responsibilities:
Manage and provide leadership to the Inside Sales and Order Entry teams, ensuring alignment with company goals and customer expectations.
Develop, train, and coach team members to enhance performance, product knowledge, and customer engagement.
Monitor and evaluate team performance through KPIs, sales targets, order accuracy, and service metrics.
Oversee, order request to order processing ensuring accurate and timely order entry, pricing, and fulfillment.
Collaborate with Sales, Operations, Finance, and Supply Chain teams to resolve issues and improve processes.
Identify opportunities for process improvements that increase efficiency, accuracy, and customer satisfaction.
Handle complex customer inquiries, escalations, and problem resolution with professionalism and urgency.
Prepare reports and analysis on sales activities, order metrics, and customer service trends for senior management.
Implement and enforce policies, procedures, and best practices to maintain high service standards.
Support business growth by assisting with quotes, proposals, and customer communications as needed.
Oversee inside sales activities, including responding to customer inquiries, generating quotes, and supporting the sales team in achieving revenue targets.
Maintain responsibility for customer pricing updates, ensuring timely and accurate changes in line with company strategy and market conditions.
Strategic Growth & Business Development
Develop and execute a annual sales plan to drive revenue growth and customer penetration in the Flow Control market segment.
Identify and pursue new business opportunities, leveraging voice of the customer, market dynamics, and competitive landscape insights.
Establish, manage, and track short- and long-term sales targets, ensuring alignment with organizational goals and growth initiatives.
Drive a organization that pursues outgoing calls to current and potential new customers to grow sales
Customer Engagement & Relationship Management
Develop and maintain strong, long-lasting relationships with both existing and targeted strategic customers.
Serve as the primary point of contact for key accounts, ensuring frequent and proactive communication, account reviews, and satisfaction follow-up.
Partner with internal teams, including engineering, operations, and product management, to ensure tailored solutions that meet or exceed customer expectations.
Develop a automated data entry platform.
Performance & Forecasting
Deliver a 12-month forecast to the VP of Sales, providing accurate visibility into expected demand and helping guide production and supply chain planning.
Regularly report on territory progress, sales activity, pipeline development, and market feedback using CRM tools and business dashboards.
Own individual sales targets and exceed quota through disciplined pipeline management, closing strategies, and performance monitoring.
Required Education:
Bachelor's degree in Business, Sales, or related field (or equivalent experience).
Required Experience/Skills:
5+ years of experience in customer service, inside sales, or order management, with at least 2 years in a leadership role.
Strong leadership and team development skills with a track record of managing high-performing teams.
Excellent communication, negotiation, and interpersonal skills.
Proficiency in CRM systems, ERP/order entry software, and Microsoft Office Suite.
Strong problem-solving and analytical skills with attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
A background in automated data entry is a plus
Strong verbal and written communication skills
Performance Metrics:
Individual sales growth vs. target
New customer acquisition and retention rates
Forecast accuracy
Contribution to segment P&L
Drive material margin growth
Compensation includes base pay of $78k-$83k+ Quarterly production bonus.?
Complete benefit package including health, life, dental & vision insurance. 401k match and paid PTO.
Pay Details: $78,000.00 to $84,000.00 per year
Equal Opportunity Employer/Veterans/Disabled
Military connected talent encouraged to apply
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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
The California Fair Chance Act
Los Angeles City Fair Chance Ordinance
Los Angeles County Fair Chance Ordinance for Employers
San Francisco Fair Chance Ordinance
Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
