Inside Sales/Customer Service Superintendent, Pipe & Fittings (Shelby Township, MI)

Westlake Pipe & Fittings, a Westlake company (NYSE:WLK), is the second-largest polyvinyl chloride pipe and fittings manufacturer in North America. We supply gasketed, solvent weld, and restrained joint pipes and a wide range of fittings for markets including municipal water and sewer, plumbing, water well, pool and spa, and agricultural and turf irrigation. An industry leader in product development, we offer Certa-Lok® spline-lock technology and product systems focused on building A Better Foundation™.

About the role

The Inside Sales/Customer Service Superintendent is a strategic, forward-thinking leader responsible for guiding a high-performing team through transformation and growth. This role is ideal for someone who challenges the status quo, drives measurable results, and inspires teams to reach new levels of excellence. The Superintendent will empower Customer Service Representatives (CSRs) with the tools, clarity, and coaching needed to deliver world-class service while supporting the evolving needs of the business. This is a highly engaged, hands-on leadership role overseeing day-to-day operations and ensuring world-class customer service.

Responsibilities

• Lead a high-performing team of Customer Service Representatives focused on quotations and order management to drive customer satisfaction and retention.
• Provide ongoing coaching, professional development, and performance feedback to support continuous improvement.
• Improve or establish standard departmental policies and procedures to ensure order accuracy, workflow efficiency, and consistently superior customer service.
• Facilitate regular check-ins with the sales team to share customer insights, feedback trends, and pain points that inform solution development.
• Partner with Customer Service leadership to establish best practices and ensure consistent adoption across the organization.
• Collaborate with key internal stakeholders to break down silos and drive alignment toward shared organizational goals.
• Swiftly engage in escalated customer issues with efficiency and empathy to ensure timely resolution.
• Analyze trends and customer insights to inform process improvements and strategic initiatives.
• Ensure timely and accurate completion of all month-end close activities, coordinating with cross-functional teams to resolve issues and maintain operational accuracy.
• Prepare and present reports on customer service performance and progress to senior management.

Requirements

• Bachelor’s Degree in Business Administration or related field required.
• 10+ years of inside sales experience and 5+ years of supervisory experience in a manufacturing or distribution setting (pipe and fittings experience preferred).
• 3+ years of demonstrated experience building and supporting high-performing inside teams.
• Experience working in a high-volume, fast-growth environment strongly preferred.
• Demonstrated ability to lead teams, solve operational problems, and collaborate across departments.
• Proven ability to drive continuous improvement initiatives that streamline workflows and elevate the customer experience.
• Experience leading teams through process optimization, leveraging KPIs and cross-functional collaboration to deliver measurable improvements.
• Strong understanding of SAP S/4 HANA is highly desired, as it supports efficient order management and accurate demand forecasting.
• Six Sigma Certification preferred.
• MBA preferred.
• This is a fully onsite role; must be willing to commute daily to our Shelby Township, MI office.
• Hybrid schedule available after 3-6 months.
• Must be willing to travel up to 10%.

Physical Demands

• Frequently required to sit, stand, walk, use hands to touch, handle, or feel, reach with hands and arms, and talk or hear.
• Some work may require usage of required PPE including safety glasses, hearing protection, etc.
• May result in exposure to outside elements and require usage of stairs and elevators.
• Travel including air travel or auto travel may occasionally be required.

Work Environment

The noise level in the work environment is usually moderate as normally based in an office. Some work may be required in operating units.

Benefits

• Benefits available from day one.
• 4% 401k match plus 3% annual employer contribution.
• Quarterly incentive plan up to 8%.
• Fitness reimbursement program.
• Educational assistance.
• Employee assistance program.