CPG Customer Success & Sales Operations Lead

ExcelliSearch, Inc.; Walled Lake (MI); On-site; USD 85,000 - 120,000; Full time

Job summary

ExcelliSearch, Inc. in Michigan is seeking a Sales and Customer Service Manager to align customers with the Sales, Operations, Accounting, and brokers.

You will oversee customer service and order management from entry to issue resolution, ensuring accurate pricing and records in SAP and Salesforce. The role requires strong organization, ownership, and cross-functional leadership to improve service processes and resolve order, billing, and account discrepancies while working closely with Accounts

Qualifications

• 10+ years of progressive Customer Service experience in the CPG industry.
• Ability to own responsibilities and deliver results with accountability.
• Experience in customer service, sales operations, account management, or related functions.

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 brokers.
• Support Order Processing to ensure accurate and timely processing of customer orders.
• Assist Sales with customer service, order management, pricing, reporting, and account activities.
• Develop and improve customer service and sales order processes for accuracy and efficiency.
• Collaborate with Accounts Receivable to resolve pricing adjustments, bill backs, and payment issues.
• Maintain accurate customer, pricing, and account information in SAP and Salesforce.
• Manage Salesforce administration, customer records, and data integrity.
• Maintain complete customer files and required account documentation.
• Handle inquiries from prospective customers and route opportunities to the appropriate Business Manager.
• Prepare and distribute monthly reports to Business Managers and brokers.
• Directly supervise the Order Processing Team.
• Identify opportunities to improve customer service processes and cross-functional coordination.

Skills

Customer service leadership

Order management

Cross-functional collaboration

Communication

Process improvement

Data accuracy

Tools

SAP

Salesforce

TrueCommerce

Excel

Google Workspace

Job description

ExcelliSearch, Inc. in Michigan is seeking a Sales and Customer Service Manager to align customers with the Sales, Operations, Accounting, and brokers.

You will oversee customer service and order management from entry to issue resolution, ensuring accurate pricing and records in SAP and Salesforce. The role requires strong organization, ownership, and cross-functional leadership to improve service processes and resolve order, billing, and account discrepancies while working closely with Accounts