Sales Operations & Customer Experience Manager

About the role

J&J Truck Bodies & Trailers is seeking a Sales Operations & Customer Experience Manager who is responsible for improving the effectiveness, consistency, and responsiveness of J&J's B2B operations, customer support processes, and marketing coordination activities.

Responsibilities

This role serves as the primary operational owner for sales operations, customer experience and communication, sales enablement and market support, process improvement, quality, and systems discipline within the Channel Sales & Marketing function.

• Directly leads the inside sales and customer service team, currently consisting of two inside sales team members and three customer service representatives, and is accountable for their day-to-day priorities, performance, service standards, CRM discipline, customer communication quality, and follow-through.
• Supports the broader sales organization by managing CRM usage and data integrity, improving quoting and order handoff processes, coordinating customer communications, tracking sales and service performance metrics, supporting practical marketing execution with the Company's advertising agency, and ensuring customers receive clear, timely, and professional support from inquiry through delivery and post-sale service.

Essential Duties and Responsibilities

• Own the effective use and administration of the Company's CRM platform, ensuring data integrity, consistent adoption, and alignment across sales, warranty, customer communications, leadership reporting, and follow-up processes.
• Develop and maintain sales operations processes, including lead intake, opportunity tracking, quote follow-up, customer segmentation, account documentation, customer handoffs, and sales pipeline reporting.
• Partner with sales leadership to define, track, and report key performance indicators such as lead conversion, quote activity, backlog, win/loss trends, customer response times, complaint trends, and sales goal progress.
• Identify process gaps between sales, customer service, engineering, order processing, production scheduling, warranty, and finance; recommend and implement improvements that reduce rework, missed handoffs, customer confusion, and delayed responses.

Customer Experience And Communication

• Define, maintain, and reinforce J&J customer service standards for responsiveness, professionalism, issue resolution, documentation, and communication quality across all customer-facing teams.
• Serve as the primary operational point of coordination for escalated customer experience issues, ensuring concerns are documented, assigned, followed up, and resolved in a timely and solution-focused manner.
• Monitor customer service, warranty, sales communication, and complaint trends; summarize findings for sales, operations, quality, engineering, production, warranty, and leadership teams.

Marketing Coordination, Sales Enablement, And Market Support

• Coordinate practical marketing execution in support of sales leadership, including working with the Company's advertising agency on website updates, campaign execution, lead routing, trade show follow-up, customer announcements, and customer-facing sales materials.
• Collaborate with sales leadership to develop customer and prospect segmentation strategies using CRM, sales history, market research, industry data, and customer feedback.
• Assist with preparation and upkeep of sales tools, product information, customer-facing materials, distributor resources, internal communications, and standard customer response materials that improve sales consistency and customer understanding.

Process Improvement, Quality, And Systems

• Document, maintain, and improve standard operating procedures related to sales operations, CRM, customer communication, customer complaints, and order handoffs.
• Observe and comply with all provisions of the Company's ISO 9001 Quality Management System and support continuous improvement activities related to customer satisfaction and process effectiveness.

Supervisory Responsibilities

This role directly supervises the inside sales and customer service team, currently consisting of two inside sales team members and three customer service representatives.

• Lead, coach, train, prioritize, and hold team members accountable for service standards, inbound lead handling, quote and order follow-up, customer communication quality, CRM usage, complaint documentation, issue escalation, and timely follow-through.
• Interview, hire, onboard, train, coach, plan and assign work, monitor performance, conduct performance reviews, set expectations, address complaints, resolve problems, and develop team members.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Sales, Communications, Operations, or a related field preferred; equivalent combination of education and relevant experience may be considered.
• Four or more years of experience in sales operations, customer experience, customer service management, sales administration, marketing coordination, business operations, or related B2B commercial role preferred.
• Experience in manufacturing, truck equipment, vocational vehicles, industrial equipment, distribution, upfitting, automotive, transportation, or similarly technical B2B sales environments strongly preferred.

Skills

• Strong communication, organizational, analytical, problem-solving, prioritization, and follow-through skills required.
• Proficiency with Microsoft Office 365, especially Outlook, Excel, Word, Teams, SharePoint, and PowerPoint; experience with CRM, ERP, dashboarding, or reporting tools preferred.

Benefits

• 401(k) matching
• Dental Insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance