Senior Customer Service & Sales Operations Lead

Ashton North LLC; Walled Lake (MI); On-site; USD 95,000 - 130,000; Full time

Job summary

Ashton North LLC in the United States seeks a Sales and Customer Service Manager to act as the primary liaison between customers, Sales, Operations, Accounting, and brokers, overseeing customer service and order management from entry to resolution.

You will manage inquiries and escalations, maintain pricing and account data in SAP and Salesforce, support the Order Processing team, and drive process improvements to ensure accurate, timely orders and issue resolution.

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.
• 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

Leadership

SAP

Salesforce

TrueCommerce

Excel

Google Workspace

Data integrity

Pricing management

Tools

SAP

Salesforce

TrueCommerce

Excel

Google Workspace

Job description

Ashton North LLC in the United States seeks a Sales and Customer Service Manager to act as the primary liaison between customers, Sales, Operations, Accounting, and brokers, overseeing customer service and order management from entry to resolution.

You will manage inquiries and escalations, maintain pricing and account data in SAP and Salesforce, support the Order Processing team, and drive process improvements to ensure accurate, timely orders and issue resolution.