Customer Service Manager

Job Description

Main Responsibility Overview

Lead the Sales Support team (4–5 members) in delivering accurate, responsive, and scalable support to customers, sales representatives, and distributors. Own day-to-day operations including order entry, quote entry, RMA coordination, consignment and rep inventory oversight, commission review, and the Purchase Incentive (PI) program. Operate with high autonomy: handle routine cross-functional issues independently, surface recommendations on higher-stakes or irreversible decisions, and free Director-level bandwidth for strategic work.

Main Tasks:

Team Leadership & Development

• Lead and manage a Sales Support team of 4–5, including onboarding, coaching, performance management, and succession planning. Build bench so the team can focus on higher-value work rather than pure day-to-day transaction processing.

• Operationalize the Sales Support career framework (Level 1 Associate / Level 2 Specialist), using readiness checklists and regular 1:1s to support team growth.

• Establish and maintain standardized onboarding procedures, work instructions, and process documentation.

Team Leadership & Development

• Lead and manage a Sales Support team of 4–5, including onboarding, coaching, performance management, and succession planning. Build a bench so the team can focus on higher-value work rather than pure day-to-day transaction processing.

• Operationalize the Sales Support career framework (Level 1 Associate / Level 2 Specialist), using readiness checklists and regular 1:1s to support team growth.

• Establish and maintain standardized onboarding procedures, work instructions, and process documentation.

Customer & Rep Experience

• Oversee handling of all customer service inquiries: order entry, quote entry, consignment stock orders, RMAs, and general order status updates.

• Maintain strong working relationships with customers, reps, and distributors, ensuring proactive and reactive communication across the order lifecycle.

• Own the Purchase Incentive (PI) program: calculate customer-specific incentives, communicate them accurately, and ensure timely application.

• Establish feedback loops with Sales Reps to surface training needs and reinforce process standards.

Order Lifecycle & Operations

• Monitor orders from entry through delivery, ensuring accuracy, timeliness, and issue resolution across lead times, product availability, and delivery performance.

• Review and approve sales commissions for accuracy; coordinate with Accounting on resolution and timely payment.

• Oversee consignment and rep inventory programs; flag and resolve stock issues before they become customer escalations.

• Manage complex RMA scenarios and customer credit situations, working cross-functionally with Shipping, Accounting, and Production as needed.

Analysis & Process Improvement

• Use ERP and CRM systems to build reports, analyze trends, and identify recurring issues in pricing, product data, lead times, and order accuracy.

• Perform hands-on Excel analysis (pivots, lookups, data modeling) to surface insights and drive decisions — not simply pull canned reports.

• Design and implement process improvements, tools, and workflow changes that reduce errors and improve efficiency.

• Partner with Marketing and Sales leadership to ensure the team has accurate, current collateral and resources.

Cross-Functional Collaboration & Autonomy

• Collaborate independently with Marketing, Production, Purchasing, Shipping, and Finance to resolve routine issues without requiring escalation.

• Operate with a clear delegation framework: own reversible, day-to-day decisions; escalate irreversible or high-impact decisions with recommended paths forward — not open-ended questions.

Education:

Bachelor's degree preferred (business administration, operations, or related). In lieu of a degree, 5+ years in sales support, customer service, or sales operations, including at least 2 years in a leadership role within a manufacturing or industrial setting.

• Demonstrated experience leading and managing a team — setting expectations, driving performance, and holding people accountable.

• Proven background in end-to-end order management: quotes, order entry, RMAs, credits, and lifecycle monitoring from entry through delivery.

• Experience with sales commission review and approval, ensuring accuracy and timely coordination with accounting.

• Familiarity with consignment and inventory oversight, including flagging and resolving stock issues for reps and customers.

• Hands-on experience with CRM and ERP systems; able to build reports, analyze data, and coordinate cross-functionally (HubSpot and M2M a plus).

• Strong Excel skills required: pivots, lookups, and data analysis. Must be able to build and interpret reports independently.

• Track record of using metrics and KPIs to identify recurring issues (pricing, product data, lead times) and implement cross-functional improvements.

• Experience in a B2B distribution or manufacturing environment, with exposure to supply chain, lead time, and fulfillment dynamics.

Understanding of the market in which Greaves operates; knowledge of electrical connectors or related products is a plus.

Personal Skills & Attributes:

• Strong leadership presence — sets clear expectations, coaches team members, and enforces accountability in alignment with company values.

• High autonomy: operates independently on routine decisions and brings recommendations, not problems, when escalating.

• Excellent communication and interpersonal skills; builds trust with customers, reps, and internal teams.

• Customer-focused mindset: anticipates needs proactively while responding quickly to inquiries and escalations.

• Analytical and data-driven; comfortable working in Excel and CRM/ERP systems to drive decisions and continuous improvement.

• Skilled in problem-solving and conflict resolution, balancing customer satisfaction with company policies and objectives.

• High attention to detail and accuracy, with strong organizational skills in a fast-paced environment.

• Adaptable to new technologies, processes, and market changes; quick to learn new products and solutions.

Growth mindset — open to feedback and committed to professional and process development.Company Description

Greaves Corporation is a U.S.-based manufacturer specializing in high-quality electrical connectors and adapters since 1947. With a strong focus on reliability and precision, we serve diverse industries, offering innovative solutions to meet evolving electrical needs. As a small but established company, Greaves prides itself on personalized service, expert craftsmanship, and a commitment to supporting critical infrastructure with dependable products.

Full-time