Sales Support Manager

About the role

The Sales Support Manager is a full-time position in our Vineland, New Jersey office. The person in this role leads and develops the inside sales support function for a growing manufacturer of replacement screens and related parts for sifting equipment. This position manages the Customer Service Representative (CSR) team and Inside Account Managers, ensuring seamless order processing, responsive customer support, and initiative-taking account maintenance.

The Sales Support Manager will work closely with upper management, including the Head of Operations, Plant Manager, and Purchasing team, to coordinate activities, resolve issues, improve processes, and help the organization run seamlessly. This role also serves as a key operational partner to the outside sales team by providing quoting support, order confirmations, troubleshooting assistance, account visibility, and performance insights that help drive revenue and customer satisfaction.

This role is ideal for:

• An experienced sales support, customer service, inside sales, or account management professional who enjoys leading and developing a team.
• A collaborative leader who can effectively connect inside sales support, outside sales, operations, plant management, purchasing, and senior leadership.
• An organized and meticulous professional who understands the importance of accurate order processing, timely customer communication, and follow-through.
• Someone who enjoys solving customer and operational challenges and identifying opportunities to improve processes.
• A data-minded professional who can establish, monitor, and utilize KPIs to evaluate team performance and identify trends.
• An initiative-taking leader who can balance day-to-day customer and team needs with longer-term process improvement and organizational growth.
• An individual who thrives in a fast-paced, growing manufacturing environment and can effectively manage competing priorities.

Responsibilities

• Leadership and Management: Hiring, mentoring, establishing clear expectations, fostering positive cross-departmental collaboration, monitoring team performance, and promoting a customer-focused environment.
• Customer Service: Oversees processes, ensures timely and accurate deliverables, resolves escalation issues, proactively identifies challenges, and recommends solutions to improve the customer's experience.
• Account Management Support: Guides team to support account retention, growth, and daily support.
• Outside Sales Support: Serves as operational sales support, coordinating handoffs between teams, helps ensure inside team is supporting sales team to focus on their relationships and revenue-generating activities.
• Cross-functional Collaboration: Works closely and aligns with upper management to support seamless daily operations. Communicates clearly challenges and is solution oriented.
• Process Improvement: Continuously evaluates workflows and processes to identify and improve inefficiencies. Partners with leadership to implement scalable best practices that support organizational growth.
• Metrics and Reporting: Establishes, tracks, and reports on key performance indicators (KPIs). Prepares regular reports for leadership to identify trends and opportunities. Utilizes data to coach team and improve overall effectiveness.

Qualifications

• 8+ years of experience in sales support, customer service, inside sales, or account management, preferably within manufacturing or industrial distribution.
• 3+ years of people management or supervisory experience, with a demonstrated ability to develop and lead high-performing teams.
• Strong understanding of order processing, quoting, customer account management, and customer service operations.
• Experience working collaboratively with outside sales, operations, purchasing, and/or manufacturing teams.
• Strong problem-solving and decision-making skills with a commitment to customer satisfaction.

Technical Skills

• Proficiency with Microsoft Office Suite, including Microsoft Word, Excel, Access, and Outlook.
• Proficiency with CRM and ERP systems; experience generating reports and analyzing performance data.
• Aptean experience in manufacturing a plus.
• Strong analytical and reporting skills with the ability to translate data into actionable insights.
• Ability to learn and effectively utilize company-specific systems, products, and processes.

Education and Experience

• Bachelor's degree in Business, Sales, Operations, or a related field preferred; equivalent relevant experience will be considered.
• Eight or more years of relevant sales support, customer service, inside sales, or account management experience.
• Three or more years of supervisory or people management experience.
• Experience in manufacturing, industrial distribution, or a related environment preferred.

Schedule

This is a full-time, salaried exempt management position based in our Vineland office. The company's normal hours of operation are Monday through Friday, 8:00 a.m. to 4:30 p.m. Due to the nature of this leadership role and the needs of the business, occasional work outside of normal business hours may be required.

Benefits

Excellent benefit and time off package.