Customer Service Manager

Klein Tools; Trevose (PA); On-site; USD 54,000 - 75,000; Full time

Benefits offered by this job

Paid Vacations & Holidays

Profit Sharing & Matching 401(k)

Health Insurance (Medical, Vision, & )

Discounts on Klein Tools products

Education and Professional Development

Job summary

Klein Tools is seeking a Customer Service Supervisor to lead the inside sales and customer service teams. This role reports to the Director of Sales Operations and focuses on order processing, problem solving, and cross-functional collaboration for internal and external customers.

Responsibilities include managing the sales cycle from quotation to order, identifying upsell opportunities, and providing technical product support. Strong communication and CRM experience are required.

Qualifications

• Bachelor's Degree in either Business or a technical degree and/or 3 years of sales or customer service experience.
• Experience in electrical, power utility and/or similar industry is preferred.
• Must have strong communications skills, verbal and written; proficient with Microsoft Office.

Responsibilities

• Provide exceptional customer service while developing and maintaining strong customer relationships.
• Manage and monitor the sales process from quotation through order fulfillment.
• Identify upsell opportunities and promote product upgrades and offerings.
• Train and support the Inside Sales/Customer Service team on upselling and lead qualification.
• Generate, qualify, and distribute sales leads while driving inside sales growth.
• Prepare pricing and quotations aligned with sales strategy and pricing guidelines.
• Support the sales team and distributors by maintaining stocking inventory.
• Provide technical product support to customers.
• Manage warehouse inventory, demo inventory, and demo shipments with proper approvals.
• Coordinate Distributor Days, trade shows, and other sales events.
• Maintain HubSpot opportunities, sales reporting, and performance metrics.
• Monitor customer complaints and order status to drive timely resolution.

Skills

Strong communications

Customer service excellence

Education

Bachelor's degree in Business or technical field

3 years sales or customer service experience

Tools

HubSpot CRM

Microsoft Office Suite

Job description

At Klein Tools, curiosity powers discovery, ownership inspires excellence, and urgency means we run towards opportunities. We deliver quality and innovation in everything we do, designing and launching hundreds of groundbreaking products each year. Join us and be part of a legacy built to last.

Perks for you include:

• Paid Vacations & Holidays
• Profit Sharing & Matching 401(k)
• Health Insurance (Medical, Vision, & Dental)
• Discounts on Klein Tools products
• Education and Professional Development Assistance

The Customer Service Supervisor works under the general direction of the Director of Sales
Operations to manage the customer service and inside sales functions required for the company's
internal and external customers. These responsibilities include but are not limited to order and
shipment processing, staff management, problem solving and decision making, cross functional
support, and strategic planning and execution.

Specific Responsibilities

1. Provide exceptional customer service while developing and maintaining strong customer
2. Manage and monitor the sales process from quotation through order fulfillment.
3. Identify upsell opportunities and promote product upgrades, Core products, and NPD offerings.
4. Train and support the Inside Sales/Customer Service team on upselling and lead qualification, escalating opportunities to the outside sales team when appropriate.
5. Generate, qualify, and distribute sales leads while driving inside sales growth.
6. Prepare pricing and quotations in alignment with sales strategy and approved pricing guidelines.
7. Support the sales team and distributors by maintaining appropriate stocking inventory.
8. Provide technical product support to customers.
9. Manage warehouse inventory, demo inventory, and demo shipments, ensuring proper approvals and inventory transactions.
10. Coordinate Distributor Days, Manufacturer Representative Days, trade shows, and other sales events.
11. Maintain HubSpot opportunities, sales reporting, and performance metrics for the Inside Sales/Customer Service team.
12. Monitor customer complaints, production priorities, and order status, utilizing daily and monthly reports to drive timely resolution.
13. Manage website-generated leads and ensure timely follow-up and assignment.
14. Track and analyze sales, margin performance, and key operational metrics to support business objectives.
15. Perform other duties as assigned.

Job Qualification Requirements

Bachelor's Degree in either Business or a technical degree and or (3) year of sales or customer service experience or equivalent is required. Experience in electrical, power utility and/or similar industry is preferred. Must have versatility and flexibility in adjusting to changing business needs and priorities, and strong communications skills, verbal and written. Must have basic knowledge using Microsoft Office to include Excel, Word, and Outlook. Strong team focus and ability to work with others, both internal and external to the organization. Experience in a CRM, preferably Hub Spot.

Your main focus:

• Quality
• Customer Obsession
• Innovation
• Ownership
• Teamwork

Klein Tools is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. For candidates with disabilities and needing assistance, please email us at [e-mail].