Inside Sales & Customer Service Manager

Location

Newark, NJ

Reports to

Sales Director · Peer to the Sales Manager

Team

5 Account Managers (New York) · 9 Customer Service (Dominican Republic)

About the role

Lead our Account Management and Customer Service organizations: five Account Managers in New York and a nine-person Customer Service team in the Dominican Republic. You own revenue growth on one side and service performance on the other, partnering with the Sales Manager, Operations, and the Dominican Republic Manager and local leadership.

What you'll own

Account management. Lead, coach and hold accountable five Account Managers. Weekly one-on-ones on customer growth, revenue, margin and execution. Drive retention, share-of-wallet expansion and profitability, and make sure win-back, cross-sell and upsell opportunities are pursued and tracked. Set CRM discipline, sales process, pricing and discount approval guidelines. Protect selling time from administrative and transactional work.

Customer service. Set direction, KPIs and operating standards for the DR organization, working through the DR Manager and local leadership and holding them accountable for service levels, productivity, quality and development. Own response times, order accuracy and service-level achievement. Audit transactions, keep written procedures current, and drive corrective action where KPIs slip. Build the succession pipeline.

The order entry transition. Lead the phased move of order entry from Account Managers to Customer Service, with quality controls and validation checkpoints throughout. Report on accuracy and service levels during implementation and adjust when either falls below expectations. Enforce the operating model — Account Managers own relationships, pricing decisions and account growth; Customer Service owns order processing and transactional execution. Measure the gain in customer-facing time.

Partnership with outside sales. Ensure every Outside Sales Representative is effectively supported by an assigned Account Manager. Work with the Sales Manager on account coverage, territory support and execution through weekly and monthly planning. Resolve coverage, account ownership, service and credit issues promptly.

Reporting. A concise weekly leadership report: revenue and gross margin, retention and growth, Account Manager performance, service KPIs and order accuracy, staffing, opportunities and risks, and transition progress.

What you bring

Required. 7+ years of leadership in inside sales, customer service, account management, sales operations or commercial leadership, including 3+ years leading teams or managers. Proven success running both customer-facing sales and operational support functions. Experience with remote, multi-location organizations. Strong coaching, communication and performance management. A track record of improving processes and workflows. Solid command of account development, pricing and margin management. CRM and ERP experience — abas a plus.

Preferred. Distribution, industrial, building materials, manufacturing or other B2B environments. Experience supporting Outside Sales organizations. Experience leading customer service transformations, shared services, or order-entry centralization. Strong KPI management and reporting.

How you work. You lead through influence as much as authority, develop people rather than just manage them, balance strategic planning with hands-on execution, and stay process-oriented without losing a customer-first instinct.