The OEM Inside Sales and Customer Care Manager is responsible for all processes related to managing projects, orders, and communications with customers, leading a team of account managers, inside sales representatives, and customer care representatives based in the U.S. to transact business effectively and consistently in a way that makes our customers’ lives easier. The team leader must ensure that customers are happy—as will be measured—balancing the needs of what the company needs to ensure optimal results. The role requires a professional with excellent communication and coaching skills who can motivate staff while solving myriad problems that arise on a regular basis.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Leads, manages, and supports a team of account managers, inside sales representatives, and customer care representatives located around the U.S.
• Communicates and coordinates with internal teams to address customer issues, needs and opportunities in a timely manner. Escalates serious concerns as needed, owning the situation from start to finish.
• Delivers budget and stretches sales targets for assigned house accounts, as introduced at the start of each new fiscal year.
• Designs and deploys training and onboarding programs for new hires.
• Responsible for processes related to customer care, including but not limited to order entry, order acknowledgements, change orders, expediting, line-downs, requests for information, RMA initiation, escalation of issues and metrics.
• Creates reports shared with the Global Vice President, Sales & Marketing and Leadership Team.
• Supports HubSpot CRM, working with internal sponsors.
• Plays a key role in optimizing workflows and connections to order fulfilment processes in cooperation with internal stakeholders.
• Ensures OEM customer ordering requirements are satisfied, including the use of portals.
• Responsible for deploying customer satisfaction and loyalty surveys, communicating results to stakeholders and plant personnel, maintaining metrics, and implementing corrective actions.
• Organizes activities for team building; conducts performance reviews with a focus on career development.
• Serves as a member of the OEM Sales Leadership Team for dialog and continuous improvements.