Senior Customer Service & Sales Operations Manager

H. T. PROF Group; Walled Lake (MI); Hybrid; USD 80,000 - 110,000; Full time

Job summary

H. T. PROF Group is seeking a Sales and Customer Service Manager to act as the primary liaison among customers, Sales, Operations, Accounting, and brokers.

You will oversee customer service and order management activities and support the sales process from order entry through issue resolution. You will manage inquiries, escalations, and the Order Processing team, ensuring accurate pricing and account information in SAP and Salesforce, while driving cross-functional collaboration to resolve

Qualifications

• 10+ years of progressive Customer Service experience in a consumer goods environment.
• Demonstrates ownership and accountability for responsibilities and results.
• Experience in customer service, sales operations, account management, or related functions.
• Leads and oversees customer service and sales operations systems (SAP, Salesforce, TrueCommerce, Excel, Google Workspace).
• Ability to collaborate with customers, brokers, sales personnel, and internal teams.

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.
• 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 for accuracy and efficiency.
• Coordinate with Accounts Receivable to resolve pricing adjustments, bill backs, and payment issues.
• Maintain accurate customer, pricing, and account information in SAP and Salesforce.
• Maintain complete and current customer files and required account documentation.
• Handle inquiries from prospective customers, 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 and cross-functional coordination.

Skills

Customer service

Sales operations

Leadership

Account management

Order management

Sales

Communication

Pricing

Cross-functional teamwork

Tools

SAP

Salesforce

TrueCommerce

Excel

Google Workspace

Job description

H. T. PROF Group is seeking a Sales and Customer Service Manager to act as the primary liaison among customers, Sales, Operations, Accounting, and brokers.

You will oversee customer service and order management activities and support the sales process from order entry through issue resolution. You will manage inquiries, escalations, and the Order Processing team, ensuring accurate pricing and account information in SAP and Salesforce, while driving cross-functional collaboration to resolve