Customer Service Manager

Position Title: Customer Service Manager

Department: Sales

Location: Fenton, MO

Reports To: VP of Sales and Marketing

Classification: Salary - Exempt

We are seeking an experienced and motivated Customer Service Manager to lead and oversee our Inside Sales and Order Entry teams. This role is responsible for driving exceptional customer satisfaction, streamlining order processing, and supporting sales growth through effective leadership, process improvements, and cross-functional collaboration. The ideal candidate will combine strong people management skills with a solid understanding of customer service, sales operations, and order fulfillment.

The Customer Service Manager will manage a team of 5-8 personnel in the following functions: customer service, order entry, and inside sales (outbound and inbound telephone sales) personnel. This position will be responsible for establishing and measuring critical Key Performance Indicators for the department and ensuring customer satisfaction across all brands.

The ideal candidate will play a pivotal role in driving the group's sales and order execution performance, developing strong relationships with key customers, and translating market intelligence into actionable results. This is a high-impact, high-visibility position with direct influence over business performance.

• Manage and provide leadership to the Inside Sales and Order Entry teams, ensuring alignment with company goals and customer expectations.
• Develop, train, and coach team members to enhance performance, product knowledge, and customer engagement.
• Monitor and evaluate team performance through KPIs, sales targets, order accuracy, and service metrics.
• Oversee, order request to order processing ensuring accurate and timely order entry, pricing, and fulfillment.
• Collaborate with Sales, Operations, Finance, and Supply Chain teams to resolve issues and improve processes.
• Identify opportunities for process improvements that increase efficiency, accuracy, and customer satisfaction.
• Handle complex customer inquiries, escalations, and problem resolution with professionalism and urgency.
• Prepare reports and analysis on sales activities, order metrics, and customer service trends for senior management.
• Implement and enforce policies, procedures, and best practices to maintain high service standards.
• Support business growth by assisting with quotes, proposals, and customer communications as needed.
• Oversee inside sales activities, including responding to customer inquiries, generating quotes, and supporting the sales team in achieving revenue targets.
• Maintain responsibility for customer pricing updates, ensuring timely and accurate changes in line with company strategy and market conditions.

• Develop and execute a annual sales plan to drive revenue growth and customer penetration in the Flow Control market segment.
• Identify and pursue new business opportunities, leveraging voice of the customer, market dynamics, and competitive landscape insights.
• Establish, manage, and track short- and long-term sales targets, ensuring alignment with organizational goals and growth initiatives.
• Drive a organization that pursues outgoing calls to current and potential new customers to grow sales

• Develop and maintain strong, long-lasting relationships with both existing and targeted strategic customers.
• Serve as the primary point of contact for key accounts, ensuring frequent and proactive communication, account reviews, and satisfaction follow-up.
• Partner with internal teams, including engineering, operations, and product management, to ensure tailored solutions that meet or exceed customer expectations.
• Develop a automated data entry platform.

• Deliver a 12-month forecast to the VP of Sales, providing accurate visibility into expected demand and helping guide production and supply chain planning.
• Regularly report on territory progress, sales activity, pipeline development, and market feedback using CRM tools and business dashboards.
• Own individual sales targets and exceed quota…