The Inside Sales and Customer Service Manager is a key commercial leadership role within Gentherm Medical, accountable for building and leading a high-performing inside sales and customer service organization that directly supports revenue growth and customer retention. This role owns the inside sales and customer service operating model, ensuring efficient order-to-cash execution, strong sales enablement, and exceptional customer experience.
As Gentherm Medical expands into new markets and product segments, this leader drives scalable processes, performance management, and digital enablement (ERP/CRM/EDI) to increase sales effectiveness, reduce commercial friction, and strengthen customer and distributor relationships. The ultimate impact of this role is accelerating growth, improving customer satisfaction, and building the commercial infrastructure required to support sustained business expansion.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
- Lead, coach and motivate a team of customer support and inside sales representatives. Provide ongoing feedback, conduct performance evaluations, and support professional growth.
- Provide outstanding customer service experience by engaging in and facilitating customers interaction and therefore accelerating organic growth.
- Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Analyze complex issues and work with the team to develop solutions.
- Develop and/or improve processes, procedures, policies and standards (SOP) aiming to increase customer satisfaction and efficiency.
- Monitor and evaluate team performance through metrics and feedback. Generate and analyze performance reports to track team productivity and customer satisfaction. Use data to drive decision-making and continuous improvement
- Gather and analyze customer feedback to identify trends and areas for improvement and implement strategies to address feedback and enhance customer experience.
- Train new hires and provide ongoing training to existing team members on products, services, customer service techniques, and system usage.
- Work with sales leaders to develop and implement inside sales strategies to increase revenue and expand the customer base
- Oversee daily operations of the inside sales team to ensure efficient execution of sales initiatives.
- Utilize CRM software and data analytics to understand customer behavior and market trends.
- Monitor sales metrics and analyze performance to ensure alignment with company goals.
- Collaborate with marketing and product teams to align sales effort with overall business objectives.
- Oversee the management and optimization of CRM systems. Ensure data integrity, implement system updates, and provide support for CRM-related issues. Train staff in CRM usage and best practices.
- Manage and maintain Electronic Data Interchange (EDI) systems to ensure smooth and accurate data exchanges between systems. Monitor EDI transactions, resolve issues, and collaborate with IT and other departments to ensure seamless integration.
MINIMUM QUALIFICATIONS:
- Bachelor’s degree in marketing or business-related field.
- 5+ years of customer service experience and 3+ years in sales-related positions.
- Demonstrate ability to communicate effectively (both written and verbal) including strong interpersonal and facilitating skills to deal effectively and tactfully with people at all levels.
- Proficiency in ERP (SAP, Visual or similar) CRM (Salesforce, Sugar or similar) EDI.
- Must be pleasant and professional.
- The successful candidate must be detail-oriented with exceptional organizational skills
- Must be able to manage multiple tasks.
- Ability to solve problems in a dynamic environment.
- Must be a team player and self-starter, high bias toward action.
- Able to manage work under pressure.
PREFERRED QUALIFICATIONS:
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health savings account
- Paid time off
- Parental leave
- Vision insurance
Education:
Experience:
- Customer Service: 5 years (Preferred)
- Leadership: 3 years (Preferred)
Work Location: In person
