SUMMARY
Leads and unifies the Inside Sales and Customer Service teams into a single, high-performing revenue support operation. Owns the full scope of people, process, and revenue accountability for both departments — building team culture, developing sales capability, eliminating operational friction, and ensuring every customer interaction reflects a 5-star standard. Serves as the primary day-to-day leader for both teams and as the operational bridge between inside sales, customer service, field sales, and the broader organization. Balances people leadership, process optimization, and revenue contribution, and reports directly to the COO.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Serves as direct mentor and coach to the Inside Sales Manager and Customer Service Supervisor, conducting regular 1:1s and building structured development plans for each.
- Fosters a unified team culture across both departments built on accountability, recognition, education, and continuous improvement.
- Establishes consistent team rhythms — including weekly huddles, performance check-ins, and shared team goals — that align and energize both groups.
- Supports hiring, onboarding, and retention efforts to stabilize team composition and reduce turnover.
- Working in collaboration with the VP of Sales and Field Sales Manager, defines, implements, and actively manages clear performance metrics for both teams, including response times, conversion rates, order accuracy, customer satisfaction, and retention indicators.
- Conducts regular performance reviews with both managers and surfaces actionable data to the COO and VP of Sales on a defined cadence.
- Identifies underperformance early and manages it directly, with clear expectations and structured support plans.
- Partners with the VP of Sales and support staff to develop, maintain, and deliver regular customer-facing KPI reports and presentations that communicate service performance, order accuracy, account health, and continuous improvement.
- Establishes a consistent communication cadence with key accounts, ensuring customers receive timely, professional, data-backed updates.
- Audits current workflows across both departments to identify administrative burden, communication bottlenecks, and process gaps, with particular attention to the impact of the current ERP transition.
- Redesigns and streamlines processes to reduce overwork, improve throughput, and free team members to focus on high-value customer-facing activities.
- Partners with IT and operations to ensure the ERP system supports the team’s daily work, and builds department subject matter experts to own configuration, utilization, documentation, and training.
- Establishes and maintains standard operating procedures (SOPs) for key workflows across both teams, ensuring consistency and scalability.
- Partners with product, procurement, and field sales leadership to design and deliver a structured, ongoing training program covering product knowledge, industry context, and customer communication standards.
- Ensures onboarding for new team members is comprehensive and practical, accelerating time-to-productivity, and creates targeted development plans to close individual skill gaps.
- Drives inside sales performance toward defined revenue targets in alignment with company growth objectives, supporting up-sell, cross-sell, and retention initiatives with the VP of Sales and Field Sales Manager.
- Participates in a monthly revenue alignment meeting with the VP of Sales and monitors customer retention signals, proactively escalating at-risk accounts.
- Serves as the operational bridge between inside sales, customer service, field sales, national accounts, and procurement, ensuring clean handoffs and a consistent customer experience across all touchpoints.
- Represents the voice of the inside customer-facing teams in cross-functional discussions, surfacing systemic issues and advocating for needed resources.
- Maintains a productive peer relationship with the VP of Sales, Field Sales Manager, and other department heads to align priorities and eliminate internal friction.
SUPERVISORY RESPONSIBILITIES
Directly supervises the Inside Sales Manager and the Customer Service Supervisor, and holds overall performance and culture accountability for the Inside Sales and Customer Service teams they lead.
QUALIFICATIONS
Education/Experience
- 7+ years of progressive leadership experience in sales operations, customer service, or a related operational function.
- Demonstrated track record of building and sustaining high-performance team culture, ideally across multiple departments or functions simultaneously.
- Experience in distribution, wholesale, or B2B sales environments strongly preferred.
- Proven ability to develop frontline managers and build their capability over time, not just manage outcomes.
- Background in process improvement, workflow redesign, or operational efficiency is a significant plus.
- Bachelor's Degree preferred. Travel — rarely.
Language Skills
Ability to read and interpret documents such as policies, procedure manuals, and operating instructions. Ability to write clear, professional correspondence and reports. Ability to effectively present performance data and information in one-on-one, small group, and customer-facing settings.
Reasoning/Judgment
Demonstrated aptitude for problem-solving and process thinking; identifies friction, simplifies complexity, and builds systems that scale. Must be results-oriented, able to work independently and within a team environment, and use good judgment in decision-making while following company policy.
Communication Skills
Must possess excellent verbal and written communication skills, including the ability to produce clear, professional customer-facing reports and presentations, communicate performance data with confidence, and set expectations unambiguously with staff and peers.
Data & Mathematical Skills
Comfortable defining, tracking, and acting on performance metrics (response times, conversion rates, order accuracy, satisfaction and retention scores) without over-engineering measurement. Basic mathematical skills including the ability to calculate figures such as percentages, ratios, and trends.
Computer Skills
Proficiency in Microsoft Office Suite applications and ERP systems; ability to partner with IT to configure and utilize ERP tools effectively. Ability to learn new programs and applications as necessary.
Reasoning Ability
Ability to solve practical problems and deal with a variety of situations where only limited standardization exists. Ability to interpret instructions furnished in written, oral, diagram, or schedule form, and to adapt calmly during periods of organizational change.
Other
- Regular and timely attendance.
- Ability to work well in, and lead, a team environment.
- Thrives in a period of change; models calm and focus when teams are under pressure.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand, stoop, kneel, or crouch. Specific vision abilities required include close vision, peripheral vision, and the ability to adjust focus.
WORK ENVIRONMENT
Professional, on-site business office environment.
Pay: $90,000.00 - $120,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Work Location: In person
