Senior Customer Service & Sales Operations Leader

Henderson Group; Walled Lake (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

Henderson Group in the United States seeks a Sales and Customer Service Manager to act as the primary liaison between customers, the Sales team, Operations, Accounting, and brokers. This role oversees customer service and order management from entry to issue resolution, maintaining pricing and account information in SAP and coordinating with brokers.

The position requires strong organizational skills, attention to detail, sound judgment, and ownership of customer-related processes.

Qualifications

• Over 10 years of progressive customer service in the CPG industry.
• Demonstrates ownership and accountability for responsibilities and results.
• Leads customer service and sales operations systems oversight (SAP, Salesforce, TrueCommerce, Excel, Google Workspace).
• Builds and maintains effective relationships with customers, brokers, and internal teams.

Responsibilities

• Manage and resolve customer inquiries, issues, and escalations in a timely and professional manner.
• Serve as the liaison between customers, Sales, Operations, Accounting, and brokers.
• Support Order Processing team to ensure accurate and timely order processing.
• Assist Sales with service, order management, pricing, reporting, and accounts.
• Develop and improve customer service and order processes for accuracy and efficiency.
• Coordinate with Accounts Receivable on pricing adjustments and account discrepancies.
• Maintain accurate customer data, pricing, and accounts in SAP and related systems.
• Manage Salesforce administration, including customer and account records, reports, and data integrity.
• Maintain complete customer files and required documentation.
• Field inquiries from prospective customers, qualify leads, and route opportunities.
• Prepare and distribute monthly reports to Business Managers and brokers.
• Directly supervise the Order Processing Team.
• Identify opportunities to improve customer service processes and cross-functional coordination.

Tools

SAP

Salesforce

TrueCommerce

Excel

Google Workspace

Job description

Henderson Group in the United States seeks a Sales and Customer Service Manager to act as the primary liaison between customers, the Sales team, Operations, Accounting, and brokers. This role oversees customer service and order management from entry to issue resolution, maintaining pricing and account information in SAP and coordinating with brokers.

The position requires strong organizational skills, attention to detail, sound judgment, and ownership of customer-related processes.