Customer Sales Support Manager — Lead Service (Hybrid)

Colonial Group; Chicago (IL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Colonial Group is seeking a Customer Sales Support Manager to lead the team responsible for accurate, proactive order lifecycle support. The role is hybrid near Chicago, with potential alignment to Atlanta or Corona, and reports to the VP Operations Protective.

Key focus areas include prioritizing service standards, developing staff, and partnering across Sales, Supply Chain, and Finance to enhance order accuracy, delivery, and customer experience.

Qualifications

• High school diploma or equivalent required; bachelor's degree in business, supply chain, management, or a related field preferred.
• 5+ years of progressive customer service, customer sales support, order management, or related experience, including at least two years in a supervisory role.
• Experience in manufacturing, packaging, industrial products, distribution, or another complex B2B order environment preferred.
• Demonstrated ability to lead, coach, develop, and hold employees accountable while building a positive team culture.
• Strong customer orientation, judgment, negotiation, de-escalation, and problem-solving skills.

Responsibilities

• Lead, coach, and develop the Customer Sales Support team; establish priorities, service expectations, workload coverage, performance goals, and accountability.
• Recruit, onboard, train, and retain team members; provide ongoing feedback, performance management, cross-training, and development support.
• Ensure accurate, timely, and proactive support across the customer order lifecycle, including orders, pricing, product availability, delivery status, invoicing questions, claims, returns, and customer follow-up.
• Serve as the escalation point for complex customer concerns; coordinate cross-functional resources, communicate status, and drive timely resolution.
• Partner with plant locations to ensure Customer Sales Support receives timely, accurate information regarding production, inventory, order status, quality, and delivery commitments.
• Collaborate with plant leadership and operational teams to investigate customer issues, identify root causes, develop practical solutions, and prevent recurrence.
• Build strong partnerships with Sales, Supply Chain, Logistics, Pricing, Finance, Accounting, and other functions to resolve constraints and deliver a consistent customer experience.
• Monitor service levels, order accuracy, backlog, claims, response time, customer feedback, and other relevant measures; use data to identify risks and opportunities.
• Ensure adherence to policies, procedures, approval limits, and data-quality standards.
• Lead continuous-improvement efforts that simplify workflows, standardize practices, strengthen systems and reporting, and improve service and cost.
• Support customer implementations, account transitions, and system changes affecting order management and service delivery.
• Represent Customer Sales Support in business reviews and cross-functional initiatives; communicate performance, risks, and action plans to stakeholders.
• Perform other related duties as assigned.

Skills

Customer service leadership

People management

Data analysis

ERP/CRM knowledge

MS Office proficiency

Order-to-cash know-how

Communication skills

Education

Bachelor's degree in business, supply chain, management, or related field

High school diploma or equivalent

Tools

ERP

CRM

EDI

Reporting systems

Workflow systems

Excel

Job description

Colonial Group is seeking a Customer Sales Support Manager to lead the team responsible for accurate, proactive order lifecycle support. The role is hybrid near Chicago, with potential alignment to Atlanta or Corona, and reports to the VP Operations Protective.

Key focus areas include prioritizing service standards, developing staff, and partnering across Sales, Supply Chain, and Finance to enhance order accuracy, delivery, and customer experience.