Customer Operations Lead - Commercial Interiors

Position Summary

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.

Service Operations

• Own the service order process from request through billing
• Cook scheduling of field service activities
• Support service contracts and preventative maintenance agreements

Inside Sales Support

• 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

CRM & Customer Data Management

• Serve as business owner of HubSpot data integrity
• Maintain customer master records and coding standards
• Implement workflows, automations, and best practices

Reporting & Analytics

• Develop dashboards and KPI reports
• Track customer service metrics, service revenue, and lead conversion

Process Improvement

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