Mgr, Inside Sales

What You Can Expect In This Role (Job Responsibilities)

• Leadership & Customer Experience Delivery
• Lead, coach, and develop a high-performing inside sales and customer service team, setting clear goals and expectations aligned to business priorities.
• Foster a customer-centric culture focused on responsiveness, quality, and continuous improvement.
• Ensure high-quality customer interactions across phone and email channels, including resolution of escalations and complex issues.
• Partner with Account Managers and external sales teams to support revenue growth, customer retention, and overall commercial effectiveness.
• Operations Management & Execution Excellence
• Oversee all order processing activities to ensure accuracy, timeliness, and alignment with customer expectations.
• Manage daily operations to ensure consistent, standardized execution of sales support and customer service processes.
• Collaborate closely with warehouse, shipping, billing, and finance teams to ensure seamless order fulfillment and issue resolution.
• Leverage CRM and ERP systems (e.g., Salesforce, SAP) to manage workflows, maintain data integrity, and support business operations.
• Establish and monitor performance metrics (e.g., order accuracy, response time, customer satisfaction) to drive accountability and performance improvement.
• Continuous Improvement & Process Optimization
• Own and lead continuous improvement initiatives across the order-to-cash and customer service processes, applying Lean principles to eliminate waste and improve flow.
• Drive structured problem-solving using Lean tools (e.g., root cause analysis, 5 Whys) to address recurring issues and improve process stability.
• Develop, implement, and sustain standard work, visual management, and performance dashboards to enable consistent execution and transparency.
• Identify opportunities to streamline processes, improve system utilization, and enhance the overall customer experience.
• Build a culture of continuous improvement by engaging team members in identifying inefficiencies and leading improvement initiatives.

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

• Required Experience: 5+ years inside sales/customer service experience. Leadership or supervisory experience.
• Preferred Knowledge, Skills, And Abilities: Strong communication skills. Experience with Lean/CI tools and process improvement. Experience with Salesforce or related CRM tools. Experience with SAP or related ERP systems.
• Education & Certifications: Bachelor’s degree preferred.

Travel & Working Environment

Office Environment
Onsite role