Inside Sales & Customer Service Manager
Wellington Industries, Bryan, OH, United States
Inside Sales & Customer Service Manager
The Inside Sales & Customer Service Manager is responsible for leading the commercial order execution process from order entry through shipment and invoicing for both the Lithography and Can Manufacturing divisions. This role functions as an internal account manager and product manager, ensuring technical accuracy of orders, alignment with production capabilities, and proactive communication with customers. The position requires strong working knowledge of steel products, lithography processes, and sheet layouts to validate specifications prior to production release. The Manager oversees inside sales/customer service personnel and serves as the primary liaison between Sales, Production Planning, Operations, Quality, and Finance to ensure accurate order processing, service excellence, and customer satisfaction. Accountabilities/Responsibilities: Enter and build customer orders in ERP with full technical and commercial accuracy Verify artwork, sheet layouts, gauge, coatings, quantities, and freight terms prior to release Track orders from entry through production, shipment, and invoicing Manage order changes, revisions, and scheduling updates Proactively communicate order status and delivery timing to customers Monitor backlog and open order reports Commercial & Billing Oversight Ensure pricing accuracy and correct application of commercial terms Oversee invoice accuracy and resolve billing discrepancies Manage freight rebilling and coordinate with Finance as needed Support quote follow-up and commercial coordination for outside sales Cross-Functional Leadership Serve as liaison between: Sales, Production Planning, Lithography Operations, Can Manufacturing, Finance, Quality Ensure alignment between customer expectations and operational capacity Support responses to customer inquiries, complaints, and service issues Team Leadership Supervise Inside Sales / Customer Service personnel Establish service standards and response time expectations Develop and track KPIs including: Order accuracy, On-time delivery (OTD), Backlog accuracy, Customer response time Train team on product knowledge, ERP processes, and commercial procedures Improve internal workflows and documentation consistency Product & Process Oversight Maintain strong understanding of steel specifications and production flow Support new product launches and customer onboarding Partner with Operations and Quality to ensure manufacturability and compliance Identify and implement process improvements to reduce errors and enhance service performance Travel Requirements Travel to New Jersey required during Year 1 for training and transition support until business relocation is complete Travel frequency dependent on transition timeline Occasional customer travel may be required Education & Experience Bachelor's degree in Business, Supply Chain, or related field preferred 5+ years of experience in Inside Sales Customer Service Management to Sales Support within a manufacturing environment Experience working with steel or industrial manufacturing materials ERP experience required Demonstrated leadership or supervisory experience Preferred Experience in metal packaging, steel processing, or lithography manufacturing Experience working in a union manufacturing environment Strong understanding of manufacturing scheduling and production planning processes Experience supporting commercial transitions or business relocations
The Inside Sales & Customer Service Manager is responsible for leading the commercial order execution process from order entry through shipment and invoicing for both the Lithography and Can Manufacturing divisions. This role functions as an internal account manager and product manager, ensuring technical accuracy of orders, alignment with production capabilities, and proactive communication with customers. The position requires strong working knowledge of steel products, lithography processes, and sheet layouts to validate specifications prior to production release. The Manager oversees inside sales/customer service personnel and serves as the primary liaison between Sales, Production Planning, Operations, Quality, and Finance to ensure accurate order processing, service excellence, and customer satisfaction. Accountabilities/Responsibilities: Enter and build customer orders in ERP with full technical and commercial accuracy Verify artwork, sheet layouts, gauge, coatings, quantities, and freight terms prior to release Track orders from entry through production, shipment, and invoicing Manage order changes, revisions, and scheduling updates Proactively communicate order status and delivery timing to customers Monitor backlog and open order reports Commercial & Billing Oversight Ensure pricing accuracy and correct application of commercial terms Oversee invoice accuracy and resolve billing discrepancies Manage freight rebilling and coordinate with Finance as needed Support quote follow-up and commercial coordination for outside sales Cross-Functional Leadership Serve as liaison between: Sales, Production Planning, Lithography Operations, Can Manufacturing, Finance, Quality Ensure alignment between customer expectations and operational capacity Support responses to customer inquiries, complaints, and service issues Team Leadership Supervise Inside Sales / Customer Service personnel Establish service standards and response time expectations Develop and track KPIs including: Order accuracy, On-time delivery (OTD), Backlog accuracy, Customer response time Train team on product knowledge, ERP processes, and commercial procedures Improve internal workflows and documentation consistency Product & Process Oversight Maintain strong understanding of steel specifications and production flow Support new product launches and customer onboarding Partner with Operations and Quality to ensure manufacturability and compliance Identify and implement process improvements to reduce errors and enhance service performance Travel Requirements Travel to New Jersey required during Year 1 for training and transition support until business relocation is complete Travel frequency dependent on transition timeline Occasional customer travel may be required Education & Experience Bachelor's degree in Business, Supply Chain, or related field preferred 5+ years of experience in Inside Sales Customer Service Management to Sales Support within a manufacturing environment Experience working with steel or industrial manufacturing materials ERP experience required Demonstrated leadership or supervisory experience Preferred Experience in metal packaging, steel processing, or lithography manufacturing Experience working in a union manufacturing environment Strong understanding of manufacturing scheduling and production planning processes Experience supporting commercial transitions or business relocations