Inside Sales Manager, Pipe & Fittings (Shelby Township, MI)

About the Company

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. As an industry leader in product development, we offer innovative solutions like Certa-Lok® spline-lock technology and systems focused on building A Better Foundation™.

We foster a supportive and inclusive culture that empowers associates through individual achievement, teamwork, professional development, and opportunities for advancement.

About the Role

The Inside Sales Manager/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 tools, clarity, and coaching to deliver world-class service while supporting evolving business needs. This is a highly engaged, hands-on leadership role overseeing day-to-day operations to ensure exceptional 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).
• Proven ability to lead teams, solve operational problems, and collaborate across departments.
• Experience driving 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 (highly desired) to support efficient order management and accurate demand forecasting.
• Six Sigma Certification (preferred).
• MBA (preferred).

Schedule & Location

• This is a fully onsite role based in Shelby Township, MI. Must be willing to commute daily to the office.
• Must be willing to travel up to 10%.

Physical Demands & Work Environment

• Frequently required to sit, stand, walk, use hands to touch/handle/feel, reach with hands and arms, and talk or hear.
• The work environment is usually moderate in noise level, typically based in an office.
• Some work may require usage of required PPE (e.g., safety glasses, hearing protection) in operating units or exposure to outside elements.
• May require usage of stairs and elevators.
• Travel, including air or auto travel, may occasionally be required.

Benefits

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