Customer Service & Sales Manager

Workforce Recruiter; Walled Lake (MI); Vor Ort; USD 90.000 - 120.000; Vollzeit

Zusammenfassung

The Sales and Customer Service Manager role at Workforce Recruiter provides a pivotal link among customers, the Sales team, Operations, Accounting, and brokers for a Consumer Packaged Goods company. This position leads customer service and order management from entry to issue resolution, ensuring accurate pricing and timely communication.

You will manage inquiries, support the sales process, maintain SAP and Salesforce data, coordinate with brokers, and drive process improvements across order,

Qualifikationen

• 10+ years of progressive customer service experience in the CPG industry.
• Ownership and accountability for responsibilities and results.
• Leadership and oversight of customer service and sales operations systems.
• Develops strong relationships with customers, brokers, and internal teams.

Aufgaben

• 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.
• Support the Order Processing team to ensure accurate and timely processing of customer orders.
• Assist the Sales team with customer service, order management, pricing, reporting, and account activities.
• Develop and improve customer service and sales order processes for accuracy and efficiency.
• Coordinate with Accounts Receivable on pricing adjustments, bill backs, short pays, and payment issues.
• Maintain customer, pricing, and account information in SAP; manage broker requirements.
• Administer Salesforce records, data integrity, reporting, and system updates.
• Maintain complete customer files and required account documentation.
• Qualify leads from prospective customers and route opportunities to the appropriate manager.
• Prepare and distribute monthly reports to Business Managers and brokers.
• Directly supervise the Order Processing Team.
• Identify opportunities to improve customer service processes and cross-functional coordination.

Kenntnisse

Customer Service

Sales Operations

Account Management

Leadership

Cross-functional Collaboration

Tools

SAP

Salesforce

TrueCommerce

Excel

EDI (Electronic Data Interchange)

Google Workspace

Jobbeschreibung

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.