Manager Customer & Sales Support

POSITION SUMMARY

The position serves as a critical link between customers and the commercial organization by supporting order fulfillment, customer relationships, sales processes, business reporting, and continuous improvement initiatives. The Customer & Sales Support Manager is accountable for driving service excellence, supporting sales growth, improving operational efficiency, and ensuring customer satisfaction across retail, foodservice, wholesale, club, convenience, and distributor channels.
ESSENTIAL JOB FUNCTIONS

• Manage order processing, allocations, backorders, order tracking, and issue resolution to ensure high service levels and customer satisfaction.
• Support National Account Managers and Sales Leadership with customer administration, pricing, item setup, promotions, contracts, reports, broker commissions programs and sales initiatives.
• Lead, coach, and develop Customer Service and Sales Support personnel. Establish performance goals, training plans, and performance standards.
• Partner with Sales, Marketing, Trade Marketing, Supply Chain, Operations, Logistics, Finance, and Customer Service teams to ensure successful execution of business plans.
• Manage customer communications, resolve escalated issues, and maintain strong relationships with key customers, distributors, retailers, and foodservice accounts.
• Maintain sales and customer service reports, analyze internal business trends, track KPIs, and provide insights to support decision-making and profitability.
• Identify and implement process improvements and maintain customer service policies that align with company objectives and industry best practices to increase efficiency, reduce errors, and enhance customer service and sales support effectiveness.
• Maintain customer records, pricing files, documentation, departmental procedures, claims, SG&A tracking, and ensure compliance with company policies and customer requirements.

MINIMUM QUALIFICATIONS

• 5 years manufacturing industry experience
• 1 year in a Leadership or Manager role

Preferred Qualifications

• Bachelor’s degree in finance, accounting, or related field
• Customer Service experience

KNOWLEDGE, SKILLS & ABILITITES

• Strong analytical skills with the ability to collect, organize, analyze and disseminate information with attention to detail and accuracy
• Trend, forecasting, research, and competitive market knowledge
• Ability to build professional relationships across functional teams while facilitating a collaborative environment
• Demonstrated ability to communicate across all levels of the organization; must be able to clearly articulate ideas to both verbally and in writing
• Detail oriented, organized, and capable of prioritizing workload to complete multiple tasks and meet deadlines
• Able to work independently, but also collaborate well with other departments
• Customer service skills including the ability to manage and respond to different customer situations and changing requirement while maintaining a positive and friendly attitude
• Proven ability to mentor teams, including maximizing performance and advancing careers
• Proficient knowledge and experience with Business Objects, ERP systems, and Microsoft Office, including skills with Outlook, Word and Excel
  

ENVIRONMENTAL/WORKING CONDITIONS

• Ability to work in an office and plant environment with exposure to noise, equipment and machinery
• Able to travel up to 25% of the time, including overnight stays for up to 5 days at a time.
  PHYSICAL REQUIREMENTS
• Usual plant environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing. Frequent use of eye, hand, and finger coordination enabling the use of machinery and equipment. Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone. The noise level in the work environment ranges from normal office levels to loud levels due to equipment and machinery use.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development