Customer Service & Sales Operations Leader

Management Performance Associates; Walled Lake (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

Management Performance Associates seeks a Sales and Customer Service Manager to act as the primary liaison among customers, Sales, Operations, Accounting, and brokers for a CPG company. The role oversees customer service and order management from entry to issue resolution.

Responsibilities include managing inquiries, escalating issues, supporting the sales process, maintaining pricing and account data in SAP, and driving process improvements across customer service and order management functions.

Qualifications

• 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 (SAP, Salesforce, TrueCommerce, Excel, Google Workspace).

Responsibilities

• Manage and resolve customer inquiries, issues, and escalations promptly.
• Serve as primary liaison between customers, Sales, Operations, Accounting, and brokers.
• Lead Order Processing team to ensure accurate and timely processing of orders.
• Support Sales with customer service, order management, pricing, reporting, and account activities.
• Develop and improve customer service and sales order processes for accuracy and efficiency.
• Collaborate with Accounts Receivable to resolve pricing adjustments, bill backs, and payment issues.
• Maintain accurate customer, pricing, and account information in SAP.
• Manage Salesforce administration and maintenance for customers and accounts.
• Maintain current customer files and required account documentation.
• Qualify leads from prospective customers and route opportunities to Business 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.

Skills

Customer service

Sales operations

Account management

Cross-functional collaboration

Communication

Tools

SAP

Salesforce

TrueCommerce

Excel

Google Workspace

Job description

Management Performance Associates seeks a Sales and Customer Service Manager to act as the primary liaison among customers, Sales, Operations, Accounting, and brokers for a CPG company. The role oversees customer service and order management from entry to issue resolution.

Responsibilities include managing inquiries, escalating issues, supporting the sales process, maintaining pricing and account data in SAP, and driving process improvements across customer service and order management functions.