Customer Service & Sales Manager

Software Placement Group; Walled Lake (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

Software Placement Group seeks a Customer Service & Sales Manager to act as the primary liaison among customers, the Sales team, Operations, Accounting, and brokers in a fast-paced CPG environment. You will oversee customer service and order management, supporting the sales process from entry to resolution, and drive cross-functional coordination to maximize customer satisfaction and service levels.

This leadership role requires hands-on process improvement and familiarity with SAP and

Qualifications

• 10+ years of progressive customer service experience in a CPG environment.
• Demonstrates ownership and accountability for responsibilities and results.
• Experience in customer service, sales operations, and account management.
• Leadership and oversight of customer service and sales operations systems (SAP, Salesforce, TrueCommerce, Excel, Google Workspace).
• Develops and maintains effective relationships with customers, brokers, sales personnel, and internal departments.

Responsibilities

• 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, qualify leads, and route opportunities to the appropriate Business Manager.
• Prepare and distribute monthly reports to Business Managers and brokers.
• Directly supervise the Order Processing Team.
• Identify and implement opportunities to improve customer service processes, communication, and cross-functional coordination.

Skills

Customer service

Account management

Leadership

Relationship building

Tools

SAP

Salesforce

TrueCommerce

Excel

Google Workspace

Job description

Location: Walled Lake, MI | Schedule: Full-time, on‑site

Overview

A Consumer Packaged Goods (CPG) company is seeking a Customer Service & Sales Manager to serve as the primary liaison between customers, the Sales team, Operations, Accounting, and brokers. This role oversees customer service and order management activities, supporting the sales process from order entry through issue resolution, and plays a key part in ensuring smooth cross‑functional coordination and customer satisfaction.

What you'll do

• 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 supervise the Order Processing Team.
• Identify and implement opportunities to improve customer service processes, communication, and cross‑functional coordination.

Required qualifications

• 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.

Why this role

This position offers the opportunity to serve as a central point of coordination across sales, operations, and accounting within the CPG industry, directly supervising the Order Processing Team and driving process improvements that strengthen customer relationships.