CPG Customer Success & Sales Operations Lead

Clear Concepts, Inc.; Walled Lake (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

Clear Concepts, Inc. in Michigan seeks a Sales and Customer Service Manager who will be the primary liaison between customers, the Sales team, Operations, Accounting, and brokers.

You will oversee customer service and order management from entry through issue resolution and support the sales process. The role requires owning customer inquiries, maintaining pricing and account data in SAP, coordinating with brokers, and leading the Order Processing team to ensure accurate, timely orders.

Qualifications

• 10+ years of progressive Customer Service experience in the CPG industry.
• Demonstrates ownership and accountability for responsibilities and results.
• Experience in customer service, sales operations, account management, or related functions.
• Proficiency with SAP, Salesforce, TrueCommerce, Excel, and Google Workspace.

Responsibilities

• Manage and resolve customer inquiries, issues, and escalations in a timely and professional manner.
• Serve as the primary liaison between customers, Sales, Operations, Accounting, and external brokers.
• Manage and support the Order Processing team to ensure accurate and timely processing of customer orders.
• Support the Sales team with customer service, order management, pricing, reporting, and account-related activities.
• Develop, maintain, and improve customer service and sales order processes to promote accuracy and efficiency.
• Work with Accounts Receivable to resolve pricing adjustments, quantity adjustments, bill backs, promotional information, short pays, payment issues, and other customer account discrepancies.
• Maintain accurate customer, pricing, and account information in SAP, including customer requirements, business practices, and relevant documentation.
• Manage Salesforce administration and maintenance, including customer and account records, contacts, sales activity, user access, data integrity, reporting, and system updates.
• Maintain complete and current customer files and required account documentation.
• Handle inquiries from prospective customers, qualify leads, and route opportunities to the appropriate Business Manager.
• Prepare and distribute monthly reports to Business Managers and brokers.
• Directly supervises the Order Processing Team.
• Identify and implement opportunities to improve customer service processes, communication, and cross-functional coordination.

Skills

Customer service leadership

Sales operations

Account management

Cross-functional collaboration

Order processing

Tools

SAP

Salesforce

Excel

Google Workspace

TrueCommerce

Job description

Clear Concepts, Inc. in Michigan seeks a Sales and Customer Service Manager who will be the primary liaison between customers, the Sales team, Operations, Accounting, and brokers.

You will oversee customer service and order management from entry through issue resolution and support the sales process. The role requires owning customer inquiries, maintaining pricing and account data in SAP, coordinating with brokers, and leading the Order Processing team to ensure accurate, timely orders.