Client Engagement Manager

Job Description

The Client Engagement Manager plays a critical role in the success of our organization. With a focus on leading both inside sales and the customer service team, this position will ensure we are connected to key decision makers and provide great experiences for our customers.

The inside sales team will be focused on connecting with influencers and decision makers to set up meetings for our sales team and have ongoing relationships with key customers. This includes outbound calls and creating digital connections with key customers, providing training presentations, and driving specification work to ensure our products are the solution of choice.

The customer service team provides support for our customers with order entry, order processing, customer Q&A, and ongoing relationships with customers and our internal teams to facilitate great communication.

As the team leader, you will manage both functions, ensuring that our experience differentiates us with customers to drive sales growth objectives. The activities include team leadership & development, managing & improving workflows and processes, creating & improving outreach, and aligning the team’s efforts with our sales, production, logistics, and purchasing team focus.

We’re looking for someone who likes a dynamic environment, has a track record of leading & developing strong teams, and has a passion for customers. Experience in both customer service and inside sales will be important to creating a leading team.

Team Leadership & Management

· Lead, supervise, and coach inside sales and customer service strategy execution.

· Ensure competitive research, phone, email, media activity and response.

· Benchmark best in class inside sales and customer service teams to lead the market.

· Establish clear performance expectations and support KPIs. Measure results.

Sales Opportunity Development

· Develop the team’s product knowledge and customer engagement skills and strategies.

· Develop the team’s rapport with outside sales and other operational teams.

· Continuously improving the process to engage with our target customer audience.

· Support customer specifications with key decision makers by setting meetings.

· Help ensure sales forecast, price, and inventory alignment.

Customer Experience

· Lead customer experience improvements through customer need assessment.

· Manage customer issues with customer perspective focused resolve.

· Refine methods that ensure timely, accurate, and friendly customer interactions.

· Continuously improving the process for order processing & management.

· Nurture uncommonly strong customer relationships.

Process & System Management

· Fully utilize ERP, CRM, reporting, and order management tools.

· Collaborate with operational teams to ensure timely and accurate order fulfillment.

· Maintain up-to-date product, availability, and lead time awareness.

Qualifications:

· 5+ years of inside sales, customer service, or related roles

· 2+ years of supervisory and management experience.

· ERP/order management, CRM systems, and MS Office experience.

· Strong leadership, communication, and coaching skills.

· Analytical mindset with inciteful customer perspective.

· Proven ability to manage multiple priorities and lead in a fast-paced environment.

· Building or construction materials industry experience is preferred.Company Description

Company Info:

National Shelter Products, Inc. (NSP / and its sister company System Components Corporation (SCC / are demand creation, sales development, and sales management companies specializing in building envelope products for residential building, commercial building, manufactured housing, and recreational vehicles. NSP products include building wraps, flashing materials, insulation board, structural sheathing, and structural insulation. SCC products include mechanically attached and self adhered roof underlayment's. Our team of outside and inside sales and marketing professionals gather market intelligence and use it to guide product development and create builder, contractor, and commercial specifier brand specifications for our dealers.

Full-time