Customer Service Manager

The Customer Service Supervisor works under the general direction of the Director of Sales
Operations to manage the customer service and inside sales functions required for the company's
internal and external customers. These responsibilities include but are not limited to order and
shipment processing, staff management, problem solving and decision making, cross functional
support, and strategic planning and execution.

Specific Responsibilities

1. Provide exceptional customer service while developing and maintaining strong customer
relationships.
2. Manage and monitor the sales process from quotation through order fulfillment.
3. Identify upsell opportunities and promote product upgrades, Core products, and NPD offerings.
4. Train and support the Inside Sales/Customer Service team on upselling and lead qualification,
escalating opportunities to the outside sales team when appropriate.
5. Generate, qualify, and distribute sales leads while driving inside sales growth.
6. Prepare pricing and quotations in alignment with sales strategy and approved pricing
guidelines.
7. Support the sales team and distributors by maintaining appropriate stocking inventory.
8. Provide technical product support to customers.
9. Manage warehouse inventory, demo inventory, and demo shipments, ensuring proper
approvals and inventory transactions.
10. Coordinate Distributor Days, Manufacturer Representative Days, trade shows, and other
sales events.
11. Maintain HubSpot opportunities, sales reporting, and performance metrics for the Inside
Sales/Customer Service team.
12. Monitor customer complaints, production priorities, and order status, utilizing daily and
monthly reports to drive timely resolution.
13. Manage website-generated leads and ensure timely follow-up and assignment.
14. Track and analyze sales, margin performance, and key operational metrics to support
business objectives.
15. Perform other duties as assigned.

Job Qualification Requirements

Bachelor's Degree in either Business or a technical degree and or (3) year of sales or customer
service experience or equivalent is required.
Experience in electrical, power utility and/or similar industry is preferred.
Must have versatility and flexibility in adjusting to changing business needs and priorities, and
strong communications skills, verbal and written.
Must have basic knowledge using Microsoft Office to include Excel, Word, and Outlook. Strong
team focus and ability to work with others, both internal and external to the organization. Experience in a CRM, preferably Hub Spot.