Sales Support (Inside Sales) Manager

Metrie; New Lenox (IL); On-site; USD 110,000 - 135,000; Full time

Benefits offered by this job

Health, dental, vision

Profit-sharing

Company 401(k) match

Job summary

Metrie in New Lenox, IL is seeking a Sales Support Manager to lead the regional Inside Sales support team, ensuring excellence in service, order processing, and delivery accuracy. You will drive day-to-day performance, coach staff, and collaborate with Sales, Operations and Finance to improve processes.

Based in-branch 5 days a week with core hours 7 am–4 pm, you will manage CRM and order-management technologies (CRM platforms, phone systems, workflow tools) and collaborate with Outside Sales to

Qualifications

• Degree in Business, Sales, Marketing or related field.
• 3–5 years in sales, customer service, or sales support with leadership experience.
• Proven experience leading high-performing teams focused on service excellence.

Responsibilities

• Lead regional Sales Support team with accountability for service delivery and order processing.
• Manage call desk and order management technologies to optimize efficiency.
• Drive improvements in customer service outcomes like order accuracy and turnaround times.
• Resolve escalated issues while maintaining standards and team morale.
• Collaborate with Sales, Operations and Finance to strengthen order-to-delivery processes.
• Analyze performance trends and leverage data to drive improvements.
• Coach team members and support ongoing learning.

Skills

Leadership

Customer service

Coaching

Communication

Problem solving

Organizational skills

Education

Bachelor's degree in Business/Sales/Marketing

Tools

CRM platforms (Salesforce/HubSpot)

SAP ERP

Microsoft Office

Job description

Who We Are

Metrie is North America’s largest manufacturer and distributor of interior millwork producing and selling interior finishings. For 100 years, we've transformed houses into homes with outstanding products featured on HGTV and in top magazines such as Style At Home and House & House. As a family-owned business since 1926, we pride ourselves on excellence, customer experience, and nurturing a strong community.

Join us for the next 100!

What You’ll Do

As our Sales Support Manager, you will lead the regional Sales Support (Inside Sales) team, ensuring excellence in customer service, order processing, and sales support operations. You will be responsible for overseeing day-to-day team performance, resolving escalated customer issues, maintaining process compliance, and driving continuous improvement initiatives that enhance operational efficiency and customer satisfaction.

Working closely with Sales, Operations, and Finance teams, you will play a critical role in strengthening the order-to-delivery process while ensuring customers receive responsive, accurate, and high-quality service. You'll leverage technology, business insights, and performance metrics to support regional growth and operational success.

Location: Based in New Lenox, IL. In-branch presence required 5 days a week. Core hours are 7 am-4 pm.

Reporting Relationship: You will report to the Sales Operations Manager for the region.

• Lead the regional Sales Support team with accountability for service delivery, order processing, customer support, and day-to-day operational performance.
• Manage call desk and order management technologies, including CRM platform, phone systems, and workflow tools to optimize team efficiency and process compliance.
• Drive measurable improvements in customer service outcomes, including order accuracy, turnaround times, and first-contact resolution.
• Resolve escalated customer issues while maintaining service standards and supporting a positive team environment.
• Establish team routines and reinforce process discipline to ensure seamless collaboration between Customer Account Reps, Order Administrators, and the Outside Sales teams.
• Collaborate cross-functionally with Sales, Operations, and Finance to identify root causes of service challenges and strengthen the order-to-delivery process.
• Analyze performance trends and leverage data and technology to drive operational efficiency and continuous improvement.
• Support team development through coaching, feedback, performance management, and ongoing learning opportunities.

Who You Are

• A degree in Business, Sales, Marketing, or a related field, or an equivalent combination of education and experience.
• 3 to 5 years of progressive experience in sales, customer service, or sales support, including leadership or supervisory experience required.
• Proven experience leading high-performing teams focused on service excellence, operational accuracy, and customer satisfaction.
• Strong coaching, communication, and performance management skills.
• Exceptional organizational, prioritization, and workflow management capabilities in fast-paced environments.
• Customer-first mindset with strong problem-solving and relationship-building skills.
• Experience collaborating across multiple departments to drive results and improve processes.
• Proven ability to lead teams through change with clarity, empathy, and accountability
• Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, Teams) and experience working with SAP ERP or similar enterprise systems.
• Passion for continuous improvement, learning, and driving positive change.
• Commitment to living Metrie's values and alignment with our cultural pillars of ownership, learning and OneTeam.

It would be an added bonus if you have

• Experience within the molding, millwork, door, building materials, manufacturing, or distribution industries.
• Experience using CRM platforms such as Salesforce, HubSpot, or similar sales support technologies.
• Knowledge of industry trends and competitive market dynamics.

What You’ll Enjoy

• Working for a well-established leader in the millwork industry.
• Competitive base pay and annual profit-sharing program.
• Comprehensive benefits package including health, dental, and vision coverage that starts first of the month following hire date.
• Retirement savings plan with company match.
• Opportunities for professional growth and leadership development.
• A collaborative and inclusive culture where your contributions matter.

Additional Information

Working in-branch, together, is the default workplace environment for Metrie to be an exceptional place to work. Being together in-person enables deeper communication, spontaneous problem-solving, direct mentoring, and continuous learning. All Metrie employees work in-branch 5 days a week. Some salaried roles offer 1 day a week of workplace flexibility with approval by their manager.

The base pay range for this role starts at $110,000-135,000/year. It is important to note that this position may also qualify for discretionary bonuses or commission payments. The specific base pay within the range will be contingent upon an individual's skills, qualifications, experience, and geographical location. Furthermore, it is essential to highlight that our remuneration ranges are established based on the role, level, and location.

Metrie embraces diversity and is committed to creating an inclusive environment where all team members and customers belong. We are an equal opportunity employer and welcome all qualified applicants. If you require accommodation at any time throughout the recruitment process, please contact our People team at [e-mail].

Metrie conducts pre-employment screening including but not limited to background checks and drug testing for all final candidates. All applications will be independently reviewed. We are an E-Verify employer.