Customer Service Manager

Colonial Group; Trevose (PA); On-site; USD 65,000 - 90,000; Full time

Job summary

Colonial Group is seeking a Customer Service Manager to lead the customer service and inside sales functions for internal and external customers. Under the Director of Sales Operations, you will oversee order processing, problem solving, and cross-functional support to drive service excellence.

You will manage the sales process from quotation through order fulfillment, coach the Inside Sales team on upselling, maintain inventory, and coordinate events and product support.

Qualifications

• Bachelor's degree in business or a technical field, or 3 years sales/customer service experience.
• Experience in electrical, power utility and/or similar industry preferred.
• Strong written and verbal communications; adaptability to changing priorities.
• Proficient in Microsoft Office; CRM experience, HubSpot preferred.

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, Core products, and NPD offerings.
• Train and support Inside Sales/Customer Service on upselling and lead qualification; escalate to outside sales when needed.
• Generate, qualify, and distribute sales leads while driving inside sales growth.
• Prepare pricing and quotations per sales strategy and pricing guidelines.
• Support sales team and distributors by maintaining stocking inventory.
• Provide technical product support to customers.

Skills

Customer service

Sales experience

Communications

Team player

Problem solving

CRM familiarity

Education

Bachelor's degree in Business or technical field

Tools

HubSpot CRM

Microsoft Office

Job description

The Customer Service Manager 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 relationships.
• 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.