What are the responsibilities and job description for the Regional Sales & Customer Service Manager position at DW Products?
Regional Sales & Customer Service Manager
DW Products
DW Products | Cedar Rapids, Iowa | Approximately 50% Travel
About DW Products
DW Products is a precision CNC turning manufacturer based in Cedar Rapids, Iowa, with more than 70 years of proven performance. We manufacture complex, high-tolerance components using advanced CNC equipment and automation for customers in demanding industrial markets.
As DW Products continues to grow, we are looking for a strong leader to help grow both new and existing accounts, manage customer relationships, improve customer communication, and support disciplined pricing.
The Role
DW Products is seeking a Regional Sales & Customer Service Manager to lead customer relationships, customer service, account growth, pricing discipline, and order follow-through.
This role is responsible for growing new and existing customer accounts, including house accounts, while also leading customer communication and customer service standards across the business. The position is both externally focused and internally accountable: building customer relationships in the field while ensuring quotes, orders, pricing, communication, and customer commitments are handled with discipline and accuracy.
The ideal candidate brings strong B2B sales and account management experience, preferably in manufacturing, machining, custom parts, or industrial products. This person must be comfortable owning customer communication, resolving issues, partnering closely with internal teams, and helping create a more disciplined and visible customer/account management process across DW Products.
This role is based in Cedar Rapids, Iowa, with expected travel of approximately 50% to support customer visits, account development, vendor relationships, and regional business growth.
Key Responsibilities
- Grow both new and existing customer accounts, including house accounts.
- Identify and pursue new customer opportunities aligned with DW Products’ machining capabilities.
- Build trusted customer relationships through regular communication, proactive follow-up, and in-person visits.
- Lead the customer service function for DW Products.
- Own customer communication across new, existing, and house accounts.
- Establish clear standards for response times, order acknowledgments, status updates, and follow-through.
- Serve as the primary point of accountability for customer questions, order changes, commitments, and issue resolution.
- Ensure customers receive timely and accurate communication on order status, schedule changes, risks, shipping updates, and other key commitments.
- Support disciplined pricing review, repricing controls, and quote accuracy.
- Help ensure pricing, customer requirements, and print revisions are reviewed before customer commitments are confirmed.
- Maintain visibility into open orders, pricing status, customer commitments, and unresolved issues.
- Work closely with Scheduling, Production, Engineering, Quality, and Shipping so customer updates reflect current business realities.
Qualifications
- B2B sales, account management, or customer service leadership experience required.
- Experience in manufacturing, machining, custom parts, or industrial products strongly preferred.
- Experience managing both existing customer accounts and new business opportunities.
- Strong understanding of quoting, pricing, customer requirements, and order follow-through.
- Strong communication, organization, follow-through, and problem-solving skills.
- Comfortable working closely with Scheduling, Production, Engineering, Quality, Shipping, and Leadership.
- Able to manage competing priorities without losing track of customer commitments or internal details.
- Willingness to travel approximately 50%.
- Strong judgment, professionalism, and ownership mindset.
Location & Travel
The right candidate is not just a salesperson. This person is a customer-facing leader who understands that growth depends on trust, execution, pricing discipline, and communication.
They should be relationship-driven, detail-oriented, and comfortable building customer confidence while helping the business deliver on what was promised. This role is a strong fit for someone with manufacturing or industrial sales experience who can grow new business while protecting and expanding current accounts.
Compensation & Benefits
- Competitive base salary plus performance-based incentive
- Medical, dental, and vision insurance
- 401(k) and retirement options
- Vacation, paid holidays, and personal days