Sales Support Manager

Job Title: Customer Sales Support / Customer Service Manager

Pay Rate: $69.34/hour

Location: Carlsbad, California

Work Schedule: Hybrid – 3 days onsite / 2 days remote

Duration: Long-term contract (13 months)

Position Summary

The Customer Sales Support / Customer Service Manager is responsible for leading customer support and Order-to-Cash (O2C) functions to ensure seamless service delivery across both B2B and B2C channels. This role oversees daily customer service operations, drives continuous improvement initiatives, and partners cross-functionally to optimize customer master data, service systems, and end-to-end order management processes.

Key Responsibilities

• Customer Leadership, Strategic Partnerships & Commercial Enablement
• Lead and manage customer service and sales support teams to ensure exceptional service delivery and operational efficiency.
• Oversee end-to-end order management processes, including order entry, fulfillment, invoicing, and issue resolution.
• Serve as the business owner for Oracle Cloud ERP and Salesforce Service Cloud platforms used within Customer Service operations.
• Maintain customer master data integrity, governance, and ongoing maintenance in collaboration with IT, Sales, and Finance teams.
• Drive continuous improvement initiatives across O2C workflows to enhance automation, streamline operations, and improve customer satisfaction.
• Analyze service metrics, order trends, and system performance to support operational and business decisions.
• Develop and implement SOPs, training programs, and customer service guidelines to improve operational consistency.
• Partner with Commercial, Supply Chain, Finance, and IT teams to resolve escalations and support strategic initiatives.
• Align customer service strategy with frontline operations, including escalation management, call center operations, and service delivery models.
• Support commercial enablement initiatives, including new account setup and customer master data management.

Customer Service Operations & Call Center Management

• Oversee customer contact strategy across phone, email, ticketing systems, and other inbound communication channels.
• Manage daily call center performance, including queue management, service levels, abandonment rates, and response-time SLAs.
• Establish and track KPIs such as call answer rate, average handle time, first-call resolution, and ticket cycle time.
• Ensure consistent, high-quality customer interactions across both B2B and B2C channels.
• Manage inquiry intake and escalation processes for orders, complaints, returns, product inquiries, and adverse events.
• Oversee Buy Back order processes, including intake, reconciliation, and coordination with Finance teams.
• Improve contact center workflows, automation, scripting, and knowledge management systems.
• Partner with Quality and Compliance teams to ensure adherence to complaint handling and regulated communication standards.
• Scale customer service operations to support organizational growth and omnichannel expansion.

Operational Excellence & Continuous Improvement

• Define and monitor KPIs including OTIF, Fill Rate, and Lost Sales metrics.
• Conduct root-cause analysis to resolve O2C issues, service failures, and operational inefficiencies.
• Refine operational metrics to improve customer satisfaction, profitability, and service reliability.
• Lead process improvements and system enhancements to improve transparency and operational performance.
• Support cost savings initiatives, dispute resolution, and recovery management efforts.
• Use analytics and reporting to optimize service operations, efficiency, and customer satisfaction.
• Identify trends from customer interactions to improve upstream processes, products, and supply chain operations.

Team Leadership & Organizational Development

• Lead, coach, and develop high-performing customer service and operations teams.
• Foster a culture focused on collaboration, best practices, and continuous improvement.
• Manage departmental budgets and allocate resources effectively to support operational goals and customer needs.

Qualifications

Education

• Bachelor’s degree in Business, Supply Chain, Logistics, or related field required
• MBA preferred

Experience

• 5 years of progressive experience in Customer Service, Customer Operations, Sales Support, Supply Chain, or Account Management
• Industry experience in beauty, wellness, eCommerce, or related sectors preferred
• 2 years of people management experience leading teams and cross-functional initiatives
• Experience managing high-volume customer service or call center environments
• Strong experience supporting both B2B and B2C order management operations
• Hands-on experience with Oracle NetSuite, Oracle Cloud ERP, and Salesforce Service Cloud
• Strong knowledge of customer master data governance and O2C processes
• Proven experience driving operational transformation and process improvement initiatives

Technical Skills

• Oracle NetSuite
• Oracle Cloud ERP
• Salesforce Service Cloud
• Microsoft Office Suite (Excel, Word, Teams)
• Power BI
• Reporting & analytics tools
• Contact center technologies (IVR, ticketing systems, CRM workflows, knowledge bases)