Customer Service & Sales Operations Leader

Joseph Michaels International; Walled Lake (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

Joseph Michaels International seeks a Sales and Customer Service Manager to act as the primary liaison among customers, Sales, Operations, Accounting, and brokers. You will oversee customer service and order management from entry to issue resolution, ensuring accurate pricing and account data in SAP while coordinating with the Order Processing team.

The role requires strong organizational skills, attention to detail, and ownership of customer-related processes, with leadership over CRM systems

Qualifications

• 10+ years of progressive Customer Service experience in the 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.

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, 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.

Skills

Customer service leadership

Sales operations

Account management

Cross-functional collaboration

Tools

SAP

Salesforce

TrueCommerce

Excel

Google Workspace

Job description

Joseph Michaels International seeks a Sales and Customer Service Manager to act as the primary liaison among customers, Sales, Operations, Accounting, and brokers. You will oversee customer service and order management from entry to issue resolution, ensuring accurate pricing and account data in SAP while coordinating with the Order Processing team.

The role requires strong organizational skills, attention to detail, and ownership of customer-related processes, with leadership over CRM systems