Sales and Customer Service Manager

Job Title: Sales and Customer Service Manager

Position Summary

The Sales and Customer Service Manager is responsible for leading and coordinating all sales and customer service activities for the company's rubber flooring product lines. This role oversees in-house customer service representatives, inside sales staff, and outside sales representatives, ensuring a high level of customer satisfaction while driving profitable sales growth. The manager serves as a key link between customers, sales teams, and internal departments such as manufacturing, logistics, and finance.

Key Responsibilities

Sales Leadership

• Manage, mentor, and support inside and outside sales teams to achieve sales goals and revenue targets
• Develop and execute sales strategies aligned with company objectives and market opportunities
• Monitor sales performance, pipelines, and forecasts; provide regular reporting to senior management
• Support outside sales representatives with pricing, product knowledge, samples, technical guidance, and customer solutions
• Participate in key account management, major negotiations, and strategic customer relationships

Customer Service Management

• Oversee daily operations of the in-house customer service team
• Ensure accurate and timely order entry, pricing, quotations, and order tracking
• Establish and maintain high standards for customer communication, responsiveness, and problem resolution
• Address escalated customer issues and work cross-functionally to resolve concerns efficiently
• Develop and implement CRM software, customer service policies, procedures, and best practices

Team Development & Leadership

• Recruit, train, coach, and evaluate customer service and sales personnel
• Foster a collaborative culture between customer service, inside sales, and outside sales teams
• Set clear performance expectations and conduct regular performance reviews
• Identify training needs and provide ongoing product, systems, and sales training

Process & Coordination

• Collaborate with production, scheduling, and logistics teams to align customer commitments with manufacturing capabilities
• Ensure accurate pricing, margin control, and adherence to company policies
• Assist in CRM utilization, reporting accuracy, and process improvements
• Support sample program, new product launches, promotions, and market expansion initiatives

Qualifications

• Bachelor's degree in Business, Marketing, or a related field (or equivalent experience)
• 5 years of experience in sales and/or customer service management, preferably in manufacturing or building materials
• Experience managing both inside and outside sales teams
• Strong leadership, coaching, and organizational skills
• Excellent communication, negotiation, and problem-solving abilities
• Proficiency with CRM systems, ERP/order management systems, and Microsoft Office
• Understanding of B2B sales cycles, pricing structures, and customer service operations

Preferred Experience

• Experience in flooring, construction materials, or industrial manufacturing
• Familiarity with distributor, dealer, and contractor sales channels
• Technical product knowledge or ability to learn complex product applications

Physical & Work Requirements

• Primarily office-based with occasional travel to customer sites or trade events
• Ability to manage multiple priorities in a fast-paced environment

What We Offer

• Competitive salary and performance-based incentives
• Benefits package including health, dental, vision, life insurance and paid time off
• Opportunity to lead a growing sales and customer service organization

Pay: From $60,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $60,000