Customer Operations Lead - Commercial Interiors

Reports to: Director of Sales

About the role

The Customer Operations Lead is responsible for ensuring a world-class customer experience while driving the operational processes that support sales, service, and customer retention. This role serves as the owner of customer-facing operations, including customer service, inside sales support, outbound sales outreach, service order administration, CRM (HubSpot) management, customer master data, reporting, and process development. The role also manages house accounts and customer opportunities that are not assigned to a specific sales representative.

Responsibilities

• Lead and mentor the Customer Service function
• Establish customer service standards and response expectations.
• Handle escalated customer inquiries and complaints.
• Monitor customer satisfaction and identify opportunities for improvement.
• Own the service order process from request through billing.
• Coordinate scheduling of field service activities.
• Support service contracts and preventative maintenance agreements.
• Manage inbound sales inquiries, lead routing, and opportunity tracking in HubSpot.
• Support the sales process through quotations, change orders, and customer follow-up.
• Maintain accurate CRM records, including customer interactions, account assignments, and opportunity status updates.
• Develop and manage house accounts, repeat business, service sales, and opportunities outside assigned territories.
• Drive outbound business development efforts targeting inactive, dormant, and prospective customers.
• Serve as business owner of HubSpot data integrity
• Maintain customer master records and coding standards.
• Implement workflows, automations, and best practices.
• Develop dashboards and KPI reports.
• Track customer service metrics, service revenue, and lead conversion.
• Develop SOPs and standard workflows.
• Partner with sales, finance, operations, and production to improve the customer experience.

Qualifications

• 5-10 years experience in customer service, inside sales, commercial operations, or related fields.
• Manufacturing or construction products experience preferred.

Skills

• Strong HubSpot, reporting, communication, and process improvement skills.