Global Inside Sales & Customer Experience Manager

W3Global; Kennesaw (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

W3Global in the United States is seeking a Global Inside Sales & Customer Experience Manager to lead sales, application engineering, and customer service across US, UK, and Germany. You will convert inbound demand into orders through precise quoting and proactive follow-up, while delivering exceptional support.

You will drive regional process standardization, grow aftermarket revenue, and manage a multinational team to improve the efficiency of the sales cycle and customer satisfaction.

Qualifications

• 5+ years in technical sales or inside sales for industrial pumps and process equipment.
• 3+ years direct management of application engineering, inside sales, or customer service teams.
• Proven track record in improving conversion rates and aftermarket revenue.
• Willingness to travel internationally to UK and Germany.
• Strong Excel, CRM, and ERP knowledge.

Responsibilities

• Own quote-to-order performance and reduce quote turnaround times.
• Drive aftermarket and spare parts revenue.
• Support regional managers and channel partners with pricing and quotations.
• Lead global teams across US, UK, and Germany and develop KPIs.
• Collaborate on channel and pricing strategies and standardize workflows.
• Ensure accurate order entry and timely order acknowledgments.

Skills

Excel skills

CRM experience

ERP systems experience

Communication skills

Negotiation skills

Relationship building

Travel internationally

Education

Bachelor's degree in Mechanical Engineering or equivalent experience

Tools

CRM systems

ERP systems

Job description

Job Description

Job Title: Global Inside Sales & Customer Experience Manager

Position: Full-time, Permanent

Location: Kennesaw, GA (On-site)

Reports To: VP, Global Sales & Marketing

FLSA Classification: Exempt

Direct and Indirect Reports: Principal Engineer, Lead Application Engineers (US and UK), Application Engineers, and Customer Service Representatives (US, UK, and Germany).

Role Summary

The Global Inside Sales & Customer Experience Manager will lead the global inside sales, application engineering, and customer service functions across the US, UK, and Germany. This role is responsible for converting inbound demand into orders through timely and accurate quoting, consistent follow-up, and strong technical support.

The manager will establish consistent processes across all regions to deliver an exceptional customer experience. Additional responsibilities include growing aftermarket and spare parts revenue, strengthening customer relationships, and improving the overall efficiency of the sales process.

Key Responsibilities

• Commercial Results
• Own quote-to-order performance, including quote turnaround time, accuracy, follow-up on open quotes, and conversion rates.
• Drive aftermarket, spare parts, and repeat business from the existing customer base.
• Achieve annual sales and order growth targets.
• Support Regional Sales Managers (RSMs), channel partners, and OEMs with application knowledge, pricing, and technical and commercial quotations.
• Collaborate with the VP of Global Sales & Marketing to execute channel and pricing strategies.
• Administer pricing and discount policies and communicate them across the organization.
• Gather customer and channel partner feedback and coordinate with relevant teams to address concerns and identify opportunities.
• Team Leadership
• Lead application engineering and customer service teams across the US, UK, and Germany, including the Principal Engineer and Lead Application Engineers.
• Recruit, coach, and develop team members while setting clear performance expectations.
• Establish consistent global processes while accommodating regional customer needs and employment practices.
• Define and manage team and individual KPIs that drive measurable commercial results.
• Promote a collaborative, accountable, innovative, and entrepreneurial team culture.
• Operations and Systems
• Identify process gaps and establish standardized workflows and documented procedures.
• Ensure accurate and timely order entry, order acknowledgment, and clear communication of order status to customers.
• Optimize the use of ERP and CRM systems, including adoption, process improvements, and data quality.
• Develop training programs for internal employees, channel partners, and customers.
• Collaborate with Operations, Engineering, and Finance to ensure efficient order processing from quotation through shipment.

How Success Is Measured

Performance targets will be established in collaboration with the VP of Global Sales & Marketing.

• Quote Turnaround Time: Speed of delivering accurate and actionable quotations.
• Quote-to-Order Conversion: Effectiveness in converting quotations into orders.
• Open-Quote Follow-Up Rate: Consistency in following up on outstanding opportunities.
• Aftermarket and Spare Parts Revenue: Growth in revenue from the existing installed base.
• Order Entry Accuracy and Timeliness: Reliability of order processing and acknowledgment.
• Team Retention and Development: Employee engagement, capability, and professional growth.

Qualifications

Required Qualifications

• 5+ years of experience in technical sales, application engineering, or inside sales involving industrial products such as pumps, fluid handling equipment, valves, or process equipment.
• 3+ years of direct management experience leading application engineering, inside sales, or customer service teams.
• Demonstrated success improving commercial performance, including conversion rates, response times, or aftermarket revenue.
• Strong technical knowledge and the ability to collaborate with application engineers and review technical application decisions.
• Excellent communication, negotiation, and relationship-building skills.
• Strong Excel skills and hands-on experience with CRM and ERP systems.
• Willingness to travel internationally on a regular basis, primarily to the UK and Germany.

Preferred Qualifications

• Bachelor's degree in Mechanical Engineering or another technical discipline. Equivalent experience in technical sales or application support involving pumps, fluid handling, or process equipment will also be considered.
• Experience managing teams across multiple locations or countries, including remote employees.
• Experience in food and beverage, dairy, pharmaceutical, or other hygienic and sanitary markets.
• Experience working with distributors, channel partners, and OEMs.

Working Conditions and Travel

This is an on-site position based in Kennesaw, Georgia. As the team operates across US and European time zones, occasional early-morning meetings with colleagues in the UK and Germany will be required.

The position involves international travel to UK and German locations, along with occasional visits to customers, channel partners, and trade shows. The expected travel percentage will be confirmed.