Customer Success & Sales Operations Leader

Soap Creek Resources; Walled Lake (MI); On-site; USD 85,000 - 110,000; Full time

Job summary

Soap Creek Resources seeks a seasoned Sales and Customer Service Manager to lead customer service and order management for a Consumer Packaged Goods company. You will act as the main liaison among customers, Sales, Operations, and brokers, ensuring accurate pricing, order processing, and issue resolution.

You will oversee SAP and Salesforce records, support the sales process from inquiry to resolution, and drive process improvements across teams.

Qualifications

• 10+ years of progressive Customer Service experience in the CPG industry.
• Demonstrates ownership and accountability for responsibilities and results.
• Experience in customer service, sales operations, account management, or related functions.
• Leadership and oversight of customer service and sales operations systems (SAP, Salesforce, TrueCommerce, Excel, 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 brokers.
• Support Order Processing team to ensure accurate and timely processing of customer orders.
• Assist 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, and payment issues.
• Maintain customer, pricing, and account information in SAP and Salesforce.
• Maintain complete customer files and required account documentation.
• Handle inquiries from prospective customers and qualify leads for Business Managers.
• Prepare and distribute monthly reports to Business Managers and brokers.
• Directly supervise the Order Processing Team.
• Identify opportunities to enhance customer service processes and cross-functional coordination.

Skills

Customer service leadership

Sales operations

Order processing

Cross-functional coordination

Pricing accuracy

Account management

Data integrity

Tools

SAP

Salesforce

TrueCommerce

Excel

Google Workspace

Job description

Soap Creek Resources seeks a seasoned Sales and Customer Service Manager to lead customer service and order management for a Consumer Packaged Goods company. You will act as the main liaison among customers, Sales, Operations, and brokers, ensuring accurate pricing, order processing, and issue resolution.

You will oversee SAP and Salesforce records, support the sales process from inquiry to resolution, and drive process improvements across teams.