Summary:

The Customer Service Manager (CSM) will lead our inside sales team to ensure customer satisfaction and champion the continuous improvement of our sales operations. The CSM will be a trusted Customer Oriented Sales Leader in a manufacturing environment with experience leading change management and working cross functionally with a high degree of autonomy.

Role and Responsibilities:

• Lead the inside sales team as a Solution Oriented leader; remove obstacles and provide support, coaching and the tools needed to succeed.
• Ensure a “Best in Class” experience for our customers with same day acknowledgement for all quote and order inquiries and by fostering a can-do attitude where all team members can service all customers.
• Be an active member of the customer service team; support key account management and resolve customer escalations in a way that balances the needs of the company, the team, and the customer.
• Evaluate and continuously improve sales operations processes; develop and implement training and quality assurance programs.
• Seek opportunities for significant impact; drive and implement change.
• Collaborate cross-functionally with operations, engineering, quality, and accounting; develop strong relationships with internal customers to ensure we have a foundation of trust and deliver the best service to our customers.
• Become a subject matter expert on company products and programs.
• Collaborate with executive leadership to meet strategic objectives.
• Be a positive brand ambassador of our family of brands both inside and outside the company by exemplifying integrity, entrepreneurship, and admirable character.

Skills and Qualifications:

• Bachelor’s degree, preferred
• Minimum 3-5 years of experience directly supervising a team of inside sales and or customer service.
• Experience with successful change management and the ability to create a significant positive impact through process improvement.
• Experience with ERP and CRM systems, Sales Forces is a plus.
• Excellent leadership, management, and motivational skills
• High Emotional Intelligence an ability to read people and understand their needs.
• Resilient, resourceful, sense of urgency and commitment to high standards of excellence.
• Tech Savy, able to learn and optimize the use of various technology.
• Strong communication and interpersonal skills.
• Advanced computer skills including proficiency in Microsoft Excel, Word, and PowerPoint
• Experience in a manufacturing environment.

Physical Requirements:

• Work may be performed primarily in an office environment
• May require extended periods of sitting
• Requires sufficient personal mobility and physical reflexes, to permit the employee to function in a general office environment
• Must be able to work on multiple assignments, under moderate stress levels
• Travel required, as needed
• Reasonable accommodations may be made for individuals with disabilities

We are an Equal Opportunity Employer. We hire based on need, job requirements, and individual qualifications, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation, or any other status protected by the laws or regulations in the locations we operate.

Job Type: Full-time

Pay: $120,000.00 - $130,000.00 per year

Benefits:

• Employee discount
• Flexible schedule

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Ability to Relocate:

• Milford, MA 01757: Relocate before starting work (Required)

Work Location: In person