Customer Service & Sales Manager

Vogrinc Search Group; Walled Lake (MI); On-site; USD 70,000 - 100,000; Full time

Job summary

Vogrinc Search Group seeks a Sales and Customer Service Manager to lead customer service, order management, and cross-functional coordination across Sales, Operations, and Accounting in a dynamic CPG environment. You will oversee pricing accuracy in SAP, manage the Order Processing team, and support brokers, customers, and the sales process from entry to resolution.

Strong communication and ownership are essential.

Qualifications

• 10+ years in progressive Customer Service in CPG.
• Ownership and accountability for results.
• Experience in customer service, sales operations, account management.

Responsibilities

• Manage customer inquiries, issues, and escalations promptly and professionally.
• Serve as liaison between customers, Sales, Operations, Accounting and brokers.
• Support Order Processing team for accurate, timely orders.
• Assist Sales with service, order management, pricing, reporting, and accounts.
• Develop and improve customer service and order processes.
• Coordinate AR for pricing adjustments, bill-backs, and payment issues.
• Maintain customer, pricing, and account data in SAP.
• Oversee Salesforce administration of customer records and activity.
• Maintain current customer files and required documentation.
• Qualify leads from prospects and route to Business Manager.
• Prepare monthly reports for Business Managers and brokers.
• Identify opportunities to enhance cross-functional coordination.

Skills

Customer service leadership

Cross-functional collaboration

Sales operations

Account management

Data integrity

Tools

SAP

Salesforce

TrueCommerce

Excel

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, and Google Workspace.
• Develops and maintains effective working relationships with customers, brokers, sales personnel, and internal departments.