Customer Experience & Sales Operations Leader

The Recruiting Hive; Walled Lake (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

The Recruiting Hive is seeking a Sales and Customer Service Manager to act as the primary liaison between customers, the Sales team, Operations, Accounting, and brokers for a fast-moving CPG company. You will oversee customer service and order management from entry to resolution.

This role requires strong organizational skills, attention to detail, and ownership of customer processes; you will manage SAP and Salesforce systems, resolve escalations, and support pricing and reporting for the sales

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.

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, answer questions, 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

Cross-functional collaboration

Ownership and accountability

Attention to detail

Effective communication

Sales operations knowledge

Tools

SAP

Salesforce

TrueCommerce

Excel

Google Workspace

Job description

The Recruiting Hive is seeking a Sales and Customer Service Manager to act as the primary liaison between customers, the Sales team, Operations, Accounting, and brokers for a fast-moving CPG company. You will oversee customer service and order management from entry to resolution.

This role requires strong organizational skills, attention to detail, and ownership of customer processes; you will manage SAP and Salesforce systems, resolve escalations, and support pricing and reporting for the sales