Sales and Commercial Operations Manager

Location: On-site in Sturgis, Michigan | Reports to: CEO

Occasional travel to meet customers and sales representatives.

Midwest Tool & Cutlery Co. is seeking an experienced commercial leader to manage our independent sales rep network, strengthen customer relationships and improve coordination among Sales, Customer Service, Manufacturing and Accounting. This role prioritizes dependable service, rep accountability and disciplined sales execution. You will guide selective selling toward products and opportunities that fit available manufacturing capacity, and help customers receive realistic lead times based on verified backlog and production plans.

• Manage sales reps and agency performance. Set clear expectations for account coverage, customer contact, product knowledge and quote/order follow-up. Review results and commitments, coach gaps and document corrective actions.

• Evaluate rep contribution and commission value. Work with Accounting to reconcile commission reports against agency agreements and eligible sales. Evaluate rep activity, account service, retention and contribution alongside commission costs; resolve discrepancies and recommend changes to management.

• Sell in line with capacity. Use Manufacturing's confirmed capacity, inventory and material availability to prioritize products, quotes and selective business opportunities. Coordinate promotions and customer priorities before accepting commitments that add production pressure.

• Maintain realistic lead times. Partner with Manufacturing and Shipping to validate open backlog and approved ship commitments. Distinguish customer-requested dates from confirmed dates, communicate changes promptly and escalate conflicts before promises are made.

• Support the Customer Service Manager. Improve quoting, pricing approvals, order changes and escalation handoffs. Establish clear owners and standard procedures that reduce repeat errors and unresolved issues.

• Keep communication frequent and clear. Maintain a shared Sales/Customer Service review cadence. Give reps and customers proactive updates on priority orders, lead-time changes and issues, with a named owner, next action and next update date.

• Protect pricing and customer relationships. Maintain approved prices and commercial terms, investigate customer/SKU price exceptions and coordinate resolutions with Accounting and Customer Service. Handle commercial escalations within delegated authority.

• Use data to direct execution. Review sales orders, invoiced sales, product mix and verified backlog separately. Prepare weekly priorities and monthly management reviews covering rep performance, commissions, capacity risks and service/process actions.

• Coordinate planning and commercial information. Provide weekly and quarterly demand inputs to Manufacturing, flag changes early, and keep rep/account records current. Coordinate product information and promotional messaging with marketing support so they reflect approved commercial and supply commitments.

• B2B sales management, account management or commercial operations experience in manufacturing or industrial distribution, including responsibility for independent sales reps or agency relationships.

• Experience reviewing rep performance, agency agreements and commission reports with Accounting, including difficult coaching conversations and documented follow-through.

• Practical experience coordinating quotes, open orders, backlog and customer lead times with production capacity, inventory and material availability.

• A record of improving customer service or order-management processes and coordinating action across departments, including teams outside your direct reporting line.

• Working proficiency with ERP/order-management systems, CRM records and Excel, including pivot tables, lookups and data reconciliation. Ability to distinguish sales order entry, invoices, backlog and shipment information.

• Sound judgment on pricing, discounts and customer commitments; clear written and verbal communication; consistent follow-through on competing priorities.

• Experience with hand tools, technical products, manufacturer rep agencies and distributor/dealer channels.

• Participation in sales and operations planning, backlog scheduling, inventory allocation or formal demand/capacity reviews.

• Process improvement or standard-work implementation, including quoting, ERP workflows or customer communications; familiarity with e-commerce channel requirements.

• Reps deliver agreed account coverage, product support and timely follow-up, with documented performance actions and commission reviews tied to agency responsibilities.

• Customer Service, reps and customers receive consistent lead-time information and frequent updates; repeat order/pricing errors and unresolved escalations decline.

• Commercial priorities and selective sales opportunities fit confirmed capacity and backlog; pricing and reporting are controlled, and management can see risks and action ownership clearly.

Reports to the CEO and works closely with the Customer Service Manager, Manufacturing, Shipping and Accounting. The manager owns commercial coordination and rep accountability; Manufacturing confirms capacity and achievable production/ship dates, and Accounting verifies financial and commission calculations.