Job Overview
We are seeking a dynamic and results-driven Client Service & Sales Supervisor to lead our Client Services team through strategic account management, innovative workflows and effective team leadership. The Client Service & Sales Supervisor is a critical leadership role within the Company’s Client Service & Sales department. This position owns the day-to-day performance of Client Services team responsible for managing active client accounts, processing daily orders and supporting sales growth across 7+ product brands.
This role bridges the gap between the Client Services team and the Sales team, handling escalations, coaching team members, monitoring performance, and personally managing the Company’s highest-value and most complex client relationships. The ideal candidate is an experienced B2B client service or sales professional who leads by example, thrives in a fast-paced results-driven environment, and brings a track record of building and maintaining high-functioning teams. A successful candidate will possess experience in leading teams to deliver exceptional service to B2B clients for wholesale products through effective order management, identifying bottlenecks or challenges and developing solutions that work and ultimately translates to an increase in sales.
Essential Duties and Responsibilities
Team Leadership & Performance Management
- Directly supervise the Client services team through regular 1:1 coaching, performance feedback, and accountability.
- Own and distribute the monthly KPI scorecard for the department; conduct quarterly reviews with the VP of Sales & President
- Set daily and weekly team priorities, ensuring inbound workload is managed efficiently and no client request falls through the cracks.
- Identify training needs and develop team members' product knowledge, communication skills, and process execution.
- Cross-train on both subordinate roles and maintain the ability to cover either during absences without operational disruption.
Client Relationship Management
- Personally own and manage the top 20-30 highest-value or most strategically important client accounts (Tier 1).
- Serve as the primary escalation point for any client issue the Client Services Team cannot resolve independently — respond same business day with a resolution path.
- Conduct proactive outreach to Tier 1 accounts at minimum twice per month to strengthen relationships and identify growth opportunities.
- Gather client feedback systematically and bring insights to the VP of Sales on a quarterly basis to inform strategy.
Sales Support & Revenue Activity
- Partner with the VP of Sales to execute outbound promotional campaigns, overstock opportunities, and new product launches.
- Coach the Client Services team on upsell and cross-sell techniques; monitor conversion rates and provide real-time guidance.
- Identify dormant or declining accounts and develop targeted re-engagement strategies.
- Stay current on the full Hydronix product catalog across all 6-7 brands; maintain awareness of pricing tiers, promotions, and competitive positioning.
Cross-Departmental Coordination
- Act as the primary liaison between the Client Service & Sales team and Production, Warehouse, Logistics, and Purchasing.
- Escalate and resolve cross-departmental issues that impact order fulfillment, RMA resolution, or client satisfaction.
- Coordinate with Logistics on special shipping requirements, Florida warehouse approvals, and container arrival timelines.
- Partner with Purchasing to streamline RMA factory credit requests and ensure timely resolution of defective product cases.
- Conduct regular meetings with other departments to address inventory issues and develop client services processes to ensure smooth and accurate outcomes.
Process & Operations Oversight
- Develop and maintain written Standard Operating Procedures (SOPs) for order processing, RMA management, client outreach, and escalation workflows.
- Identify inefficiencies in current processes and implement improvements in collaboration with the team.
- Ensure the CRM/Order Management system is properly maintained, with all client interactions, open cases, and account notes accurately logged by all team members.
- Identify areas of the improvement within our technology resources and utilizing Ai tools wherever possible.
- Monitor order accuracy, RMA cycle times, and same-day processing rates; address root causes of errors or delays proactively.
Qualifications
- Bachelors Degree in Business Administration, Supply Chain or related field preferred or equivalent combination of education and experience.
- 7-10 years of experience in B2B wholesale client services, inside sales, or customer success with at least 5 years in a supervisory or team lead capacity.
- At least 3 years of hands-on experience building inventory workflows (stock, transfers, backorders) that support efficient, client-ready order fulfillment.
- Proven track record of managing large, multi-account portfolios in a product-driven B2B environment.
- Experience with NetSuite CRM.
- Strong organizational skills with the ability to manage multiple priorities, deadlines, and personalities simultaneously.
- Must have a solid understanding of wholesale distribution and inventory processes.
- Excellent verbal and written communication skills — professional, clear, and solutions-oriented at all times.
- Demonstrated ability to coach team members and drive measurable performance improvements.
- Experience developing or improving SOPs for client service or order management workflows.
Preferred
- Experience in water treatment, water filtration, industrial distribution, or a related specialty product industry.
- Familiarity with multi-brand product catalogs, custom-build order processes (e.g., commercial RO systems), or multi-warehouse logistics.
- Bilingual (English/Spanish) a plus given LATAM client base.
Pay: From $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- This position is onsite in Rancho Cucamonga, 5 days per week, M-F from 8:30am to 5:30pm. There is no option for remote work from home. Are you able to commute and work this schedule?
- Are you familiar with water purification and filtration products? If so, please explain briefly what your experience is and how well you know these products.
Experience:
- Inventory management: 3 years (Preferred)
- Supervising a team: 5 years (Preferred)
- NetSuite CRM: 3 years (Preferred)
Language:
- and Read and Write Spanish Fluently (Required)
Work Location: In person
