Job Description

Summary

The Customer Experience and Sales Support Manager is responsible for leading a dynamic team that handles inside sales and customer service operations. This role focuses on ensuring exceptional customer experiences through effective management of customer inquiries, quotes, and escalations. Key responsibilities include mentoring the sales support team, collaborating with department managers, and working closely with the outside sales team to align on opportunities. The manager will drive continuous improvement in processes, oversee CRM accuracy, track performance through KPIs, and ensure pricing, contracts, and terms are consistently reviewed. By collecting and analyzing customer feedback, this role contributes to enhancing overall service and product offerings, while also developing team skills and performance.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Team Leadership: Manage, mentor, and motivate the inside sales and customer service team to meet performance goals and provide professional, high-quality service. Conduct scheduled reviews and provide timely performance feedback.
Customer Inquiries & Quotes: Oversee the timely and accurate preparation of quotes and responses to customer inquiries, ensuring a high level of customer satisfaction.
Pricing & Contracts: Review and evaluate pricing policies to ensure that company profitability targets are achieved. Participate in the development of pricing policies with sales and accounting managers.
Customer Terms: Review customer terms and conditions to ensure compliance with company terms and adherence to contractual obligations.
Cross-Department Coordination: Collaborate with department managers (such as production, logistics, and finance) to ensure customer orders and requirements are fulfilled.
Outside Sales Collaboration: Work closely with the sales managers and outside sales staff to ensure alignment on customer inquiries, proposal opportunities, and follow-up activities related to key accounts and projects.
KPI Tracking & Reporting: Establish, monitor, and report on key performance indicators (KPIs) related to sales budget performance, responsiveness, and team productivity.
Process Improvement: Identify areas for process improvement within the sales and customer service operations and implement solutions to streamline efficiency and increase customer satisfaction. Ensure that work instructions and procedures are maintained for compliance.
Customer Relationship Management (CRM): Ensure the team maintains accurate and up-to-date CRM records, including sales activities, customer communications, and follow-ups.
Customer Feedback: Collect and analyze customer feedback to identify trends and areas for improvement in products and services.
Training & Development: Support ongoing training and professional development for team members to ensure they stay current with product knowledge, customer service best practices, and industry standards. Assess organizational needs and provide recommendations related to team structure and personnel requirements.
Escalation Management: Handle and resolve escalated customer issues, ensuring timely and satisfactory resolution to maintain customer satisfaction.

Supervisory Responsibilities

Motivate, train, and develop the customer service and inside sales team through leading by example, hands-on coaching, and mentoring. Carry out managerial responsibilities in accordance with the Company's policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising and writing performance evaluations; rewarding and disciplining employees; documenting feedback, coaching, and mentoring; and addressing complaints and resolving problems in the sales and marketing departments while maintaining constant communication and keeping Human Resources appraised of personnel issues. Support decisions and convey a positive image of the overall management team. Contribute to management teambuilding and foster an environment that encourages employee engagement.

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor’s degree (B.A.) in Business Administration, Sales, Marketing or a related field.
Experience selling aerospace products in a B2B environment is preferred.
Advanced certifications or courses in Sales Management, Customer Experience, or Project Management are a plus.
5 or more years experience in customer service, sales support, or customer experience roles with a strong understanding of both sales and service processes.
Proven ability to manage customer escalations, enhance customer experiences, and implement process improvements.
Demonstrated ability to collaborate across departments (such as sales, operations. finance, shipping, and quality) to align on key objectives and ensure customer satisfaction.
KPI management experience for tracking team performance, customer satisfaction scores, and other sales support metrics.
Strong communication and problem-solving skills to resolve complex customer issues and maintain high levels of engagement and retention.