What are the responsibilities and job description for the Customer Service Manager position at firstPRO, Inc?
Title: Customer Service & Inside Sales Manager
Pay: $90,000 – $105,000 base bonus potential
Location: Hatfield, PA | On-site full-time, with travel to neighboring state every 4–6 weeks for 2-3 days at a time
Company: Confidential manufacturer
Responsibilities
Inside Sales
- Develop and implement business plans and processes to drive customer revenue growth.
- Manage the inside sales function to achieve sales and growth targets.
- Enhance the customer experience and build lasting client relationships.
- Collaborate with leadership on business performance reviews and improvement strategies.
- Maintain rapport with key clients and stakeholders.
Customer Service
- Lead, coach, and develop a team of 6 CSRs (3 in Hatfield, 3 out of state).
- Ensure ownership of customer issues and resolution.
- Travel out of state every 4–6 weeks for 2–3 days to maintain team alignment and cohesion.
- Establish SOPs for consistent customer interactions.
- Develop and report on key service and sales metrics for leadership.
- Align team talent to optimize service delivery and conversion rates.
- Provide regular feedback and coaching to staff.
- Support cross-functional alignment with Plant Managers, Sales, and Operations.
Requirements
- Bachelor’s degree strongly preferred.
- 5 years of customer service and/or inside sales management experience.
- Manufacturing experience required.
- Proven success leading a team of at least 5 people.
- Track record of driving process improvements.
- ERP and CRM system knowledge required; Salesforce a plus.
Benefits
- Day 1 eligibility: Medical, Dental, Vision, and 401(k) with match
- Tuition Reimbursement
- 4 weeks PTO 2 personal days
- Bonus potential
Salary : $90,000 - $105,000
