Customer Service & Sales Manager

Larry Radzely; Walled Lake (MI); On-site; USD 70,000 - 100,000; Full time

Job summary

Top Echelon Software, LLC in Michigan seeks a Sales and Customer Service Manager to align customers with Sales, Operations, Accounting, and brokers, overseeing service and order management from entry to resolution.

You will manage inquiries and escalations, maintain pricing and account data in SAP and Salesforce, support the Sales team, and drive process improvements cross-functionally.

Strong organizational skills and ownership of customer-related processes are required.

Qualifications

• 10+ years of progressive Customer Service in CPG.
• Ownership and accountability for responsibilities and results.
• Experience in customer service, sales operations, or related functions.
• Leads systems stewardship for SAP, Salesforce, TrueCommerce, Excel, EDI, and Google Workspace.
• Builds relationships with customers, brokers, sales, and internal teams.

Responsibilities

• Manage customer inquiries, issues, and escalations promptly.
• Serve as liaison between customers, Sales, Operations, Accounting, and brokers.
• Lead the Order Processing team to ensure accurate, timely orders.
• Support Sales with service, pricing, reporting, and account activities.
• Develop and improve customer service and order processes.
• Collaborate with Accounts Receivable on pricing adjustments and payment issues.
• Maintain customer, pricing, and account data in SAP and Salesforce.
• Lead Salesforce administration and data integrity.

Skills

Customer service leadership

Sales operations

Account management

Cross-functional collaboration

ERP/CRM systems

Tools

SAP

Salesforce

TrueCommerce

Excel

EDI

Google Workspace

Job description

The Sales and Customer Service Manager serves as the primary liaison between customers, the Sales team, Operations, Accounting, and brokers for this Consumer Packaged Goods - CPG company. This position oversees customer service and order management activities and supports the sales process from order entry through issue resolution.

The role manages customer inquiries and escalations, supports sales operations, maintains accurate customer pricing, and account information in SAP, coordinates customer and broker requirements, and works cross-functionally to resolve order, billing, and service issues. The position requires strong organizational skills, attention to detail, sound judgment, effective communication, and ownership of customer-related processes.

• 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.

Requirements

• 10+ years of progressive Customer Service experience in the Consumer-Packaged Goods (CPG) industry.
• Demonstrates ownership and accountability for responsibilities and results.
• Demonstrated experience in customer service, sales operations, account management, or related functions.
• Provides leadership and oversight of customer service and sales operations systems, including SAP, Salesforce, TrueCommerce, Excel, Electronc Data Interchange (EDI), and Google Workspace.
• Develops and maintains effective working relationships with customers, brokers, sales personnel, and internal departments.