Customer Service Manager

At Klein Tools, curiosity powers discovery, ownership inspires excellence, and urgency means we run towards opportunities. We deliver quality and innovation in everything we do, designing and launching hundreds of groundbreaking products each year. Join us and be part of a legacy built to last.

Benefits

• Paid Vacations & Holidays
• Profit Sharing & Matching 401(k)
• Health Insurance (Medical, Vision, & Dental)
• Discounts on Klein Tools products
• Education and Professional Development Assistance

Responsibilities

• Provide exceptional customer service while developing and maintaining strong customer relationships.
• Manage and monitor the sales process from quotation through order fulfillment.
• Identify upsell opportunities and promote product upgrades, Core products, and NPD offerings.
• Train and support the Inside Sales/Customer Service team on upselling and lead qualification, escalating opportunities to the outside sales team when appropriate.
• Generate, qualify, and distribute sales leads while driving inside sales growth.
• Prepare pricing and quotations in alignment with sales strategy and approved pricing guidelines.
• Support the sales team and distributors by maintaining appropriate stocking inventory.
• Provide technical product support to customers.
• Manage warehouse inventory, demo inventory, and demo shipments, ensuring proper approvals and inventory transactions.
• Coordinate Distributor Days, Manufacturer Representative Days, trade shows, and other sales events.
• Maintain HubSpot opportunities, sales reporting, and performance metrics for the Inside Sales/Customer Service team.
• Monitor customer complaints, production priorities, and order status, utilizing daily and monthly reports to drive timely resolution.
• Manage website-generated leads and ensure timely follow-up and assignment.
• Track and analyze sales, margin performance, and key operational metrics to support business objectives.
• Perform other duties as assigned.

Requirements

• Bachelor's Degree in either Business or a technical degree and/or 3 years of sales or customer service experience or equivalent is required.
• Experience in electrical, power utility and/or similar industry is preferred.
• Must have versatility and flexibility in adjusting to changing business needs and priorities, and strong communications skills, verbal and written.
• Must have basic knowledge using Microsoft Office to include Excel, Word, and Outlook.
• Strong team focus and ability to work with others, both internal and external to the organization.
• Experience in a CRM, preferably HubSpot.

Your main focus: Quality, Customer Obsession, Innovation, Ownership, Teamwork.