Order Management Leader- Concrete Accessories

The Customer Operations and Inside Sales Leader will drive the strategic standardization and optimization of commercial operations across the accessories division. This high-impact role oversees the tactical pre- and post-sales lifecycle, managing project quoting, drawing workflows, inside sales generation, and comprehensive customer service operations. The leader will partner cross-functionally to consolidate order management, eliminate operational silos, and deliver an exceptional customer experience to build a scalable foundation for future growth.   

• Work with the team to document current commercial operation processes across the accessories division.
• Build and implement scalable standardized processes that

  Simplify and enhance the customer experience

  Improve efficiency and communication

  Facilitate growth and the integration of new product lines

• Oversee the quoting, estimating, and technical drawing workflows
• Build and manage an inside sales function to prospect, qualify potential customers and drive sales
• Develop and implement remote sales strategies, campaigns, and scripts to increase lead conversion rates
• Coordinate with external sales to manage existing customers and hand off qualified leads
• Monitor the team’s activity, provide guidance on opportunities, and assist in closing

• Drive CRM and ERP use and high data quality, ensuring detailed logging of customer interactions, accurate order entry, proper inventory allocation, and clean reporting
• Establish and monitor key performance indicators (KPIs) for customer service effectiveness
• Lead initiatives to continuously improve processes, response times, service quality, and communication
• Partner with and support external sales to provide a holistic customer experience

• Set service level expectations that ensure prompt and professional handling of customer inquiries, complaints, and service requests
• Serve as the escalation point for complex customer issues, working cross-functionally to determine and deliver solutions
• Develop proactive customer service approaches to anticipate and address potential issues before they escalate

• Integrate, hire, train, and develop a high-performing order management team
• Provide coaching and support to team members to enhance their skills and engagement
• Foster a culture of customer focus, problem-solving, and accountability
• Conduct regular feedback sessions and performance reviews

• Collaborate with IT, Supply Chain, and Finance to guide the configuration, testing, and rollout of the new corporate ERP
• Identify gaps and inefficiencies in processes and implement solutions to improve service delivery
• Utilize data analytics to track customer interactions and drive improvements
• Collaborate with leadership, operations, supply chain, and sales teams to resolve systemic issues affecting service levels

• Measure and publish key sales, customer service, and operational metrics including customer satisfaction scores, response times, and issue resolution rates to leadership, providing actionable insights for growth
• Provide regular reports on performance and improvement initiatives
• Implement feedback loops to gather insights and adjust service strategies accordingly

• Bachelor’s degree in business, Customer Service, Communications, or related field
• 5+ years of experience in customer service leadership within a manufacturing, industrial, or service-based industry
• Strong leadership skills with a proven ability to build and manage high-performing teams
• Excellent problem-solving, communication, and conflict-resolution skills
• Experience with CRM systems, customer analytics, and service improvement initiatives
• Ability to develop and implement customer service policies, procedures, and training programs

This role is critical in building a customer-centric culture and ensuring a seamless service experience. If you are passionate about leading teams and enhancing customer relationships, we encourage you to apply.

• Works in a plant/manufacturing environment that involves the use of industrial machinery and chemicals. Employees must be able to correctly wear and use any Personal Protective Equipment (PPE) required at the location

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