Manager, Customer Sales Support

Position Description

Title:                                   Customer Sales Support Manager

Department:                      Protective Operations

Location:                           Hybrid near Chicago, Atlanta or Corona

Immediate Supervisor:    VP Operations Protective

Status:                               Exempt Salaried

Position Purpose:             Lead the Customer Sales Support function to deliver accurate, responsive, and proactive support throughout the customer order lifecycle. Establish team priorities and service standards; develop employees; monitor quality, productivity, and customer experience; resolve escalated issues; and partner across functions to improve service, efficiency, and business results.

Principal Accountabilities

Lead, coach, and develop the Customer Sales Support team; establish priorities, service expectations, workload coverage, performance goals, and accountability.

Recruit, onboard, train, and retain team members; provide ongoing feedback, performance management, cross-training, and development support.

Ensure accurate, timely, and proactive support across the customer order lifecycle, including orders, pricing, product availability, delivery status, invoicing questions, claims, returns, and customer follow-up.

Serve as the escalation point for complex customer concerns; coordinate cross-functional resources, communicate status, and drive timely resolution.

Partner closely with plant locations to ensure Customer Sales Support receives timely, accurate information regarding production, inventory, order status, quality, and delivery commitments needed to communicate effectively with customers.

 Collaborate with plant leadership and operational teams to investigate customer issues, identify root causes, develop practical solutions, and prevent recurrence.

Build strong partnerships with Sales, Supply Chain, Logistics, Pricing, Finance, Accounting, and other functions to resolve constraints and deliver a consistent customer experience.

Monitor service levels, order accuracy, backlog, claims, response time, customer feedback, and other relevant measures; use trends and operational data to identify risks and improvement opportunities.

Ensure adherence to established policies, procedures, approval limits, internal controls, customer-specific requirements, and data-quality standards.

Lead continuous-improvement efforts that simplify workflows, standardize practices, strengthen systems and reporting, and improve service, quality, productivity, and cost.

Support customer implementations, account transitions, and product, pricing, process, or system changes that affect order management and service delivery.

Represent Customer Sales Support in business reviews and cross-functional initiatives; communicate operational performance, risks, recommendations, and action plans to stakeholders and leadership.

Perform other related duties and responsibilities as assigned.

Essential Skills and Experience

High school diploma or equivalent required; bachelor’s degree in business, supply chain, management, or a related field preferred.

5+ years of progressive customer service, customer sales support, order management, or related experience, including at least two years in a supervisory, team lead, or people-management role. Equivalent combinations of education and experience may be considered.

Experience in manufacturing, packaging, industrial products, distribution, or another complex business-to-business order environment strongly preferred.

Demonstrated ability to lead, coach, develop, and hold employees accountable while building a positive team culture.

Strong customer orientation, judgment, negotiation, de-escalation, and problem-solving skills.

Ability to analyze operational data, identify trends and root causes, and translate findings into practical actions.

Knowledge of order-to-cash processes, including order entry, pricing, fulfillment, logistics, invoicing, claims, returns, and customer master data.

Proficiency with Microsoft Office, especially Excel, Word, Outlook, Teams, and PowerPoint; experience with ERP, CRM, EDI, reporting, or workflow systems preferred.

Excellent written, verbal, interpersonal, presentation, and cross-functional collaboration skills.

Ability to organize and manage multiple priorities in a fast-paced environment without sacrificing accuracy, responsiveness, or follow-through.

Ability to handle confidential information and exercise sound business judgment.

Physical Effort and Working Environment

Primarily office-based work performed in a remote, hybrid, or plant-office environment, depending on business needs.

Regular use of a computer, telephone, and video-conferencing tools; prolonged periods of sitting and screen work may be required.

Ability to travel to company, customer, or other business locations as needed.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.