Customer Service Manager

• Manage and provide leadership to the Inside Sales and Order Entry teams
• Develop, train, and coach team members
• Monitor and evaluate team performance through KPIs, sales targets, order accuracy, and service metrics
• Oversee order request to order processing ensuring accurate and timely order entry, pricing, and fulfillment
• Collaborate with Sales, Operations, Finance, and Supply Chain teams to resolve issues and improve processes
• Identify opportunities for process improvements
• Handle complex customer inquiries, escalations, and problem resolution
• Prepare reports and analysis on sales activities, order metrics, and customer service trends for senior management
• Implement and enforce policies, procedures, and best practices
• Support business growth by assisting with quotes, proposals, and customer communications
• Oversee inside sales activities, including responding to customer inquiries, generating quotes, and supporting the sales team
• Maintain responsibility for customer pricing updates
• Develop and execute an annual sales plan to drive revenue growth
• Identify and pursue new business opportunities
• Establish, manage, and track short- and long-term sales targets
• Drive an organization that pursues outgoing calls to current and potential new customers
• Develop and maintain strong, long-lasting relationships with both existing and targeted strategic customers
• Serve as the primary point of contact for key accounts
• Partner with internal teams to ensure tailored solutions
• Develop an automated data entry platform
• Deliver a 12-month forecast to the VP of Sales
• Regularly report on territory progress, sales activity, pipeline development, and market feedback
• Own individual sales targets and exceed quota

• Bachelor's degree in Business, Sales, or related field (or equivalent experience)
• 5+ years of experience in customer service, inside sales, or order management, with at least 2 years in a leadership role
• Strong leadership and team development skills
• Excellent communication, negotiation, and interpersonal skills
• Proficiency in CRM systems, ERP/order entry software, and Microsoft Office Suite
• Strong problem-solving and analytical skills with attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Strong verbal and written communication skills
• Must have some customer service experience in a manufacturing environment, knowledge of sales, engineering, production planning

Background in automated data entry is a plus