Sales Support Manager

Position Summary

The Sales Support Manager serves in a player-coach role, providing leadership to the Sales Support team while remaining actively involved in customer support and order fulfillment. This position supports customers purchasing industrial flavors, ingredients, and seasonings and is responsible for strengthening the sales support process, improving operational efficiency, and delivering an exceptional customer experience.

The Sales Support Manager works closely with Sales, Research and Development, Logistics, Accounting, and Operations to manage customer requirements, coordinate order fulfillment, resolve issues, and communicate priorities. This position develops the people, processes, systems, and service standards needed to support customer retention, recurring business, growth, and profitability.

Sales Support & Customer Service

• Serve as an active member and manager of the Sales Support team, balancing leadership responsibilities with direct customer and order support.
• Communicate regularly with prospective and existing customers regarding products, orders, fulfillment timelines, and service needs.
• Manage customer inquiries, provide accurate product and order information, and address concerns promptly and professionally.
• Take ownership of day-to-day customer issues and coordinate solutions with the appropriate internal departments.
• Monitor customer satisfaction, ordering patterns, and service performance and recommend proactive solutions when issues arise.
• Maintain a high level of customer service while supporting customer retention, recurring business, growth, and profitability.

• Oversee the sales fulfillment process from order receipt through order creation, production coordination, and shipment.
• Process and manage customer orders using the company’s ERP and other applicable systems.
• Plan, monitor, and communicate order fulfillment timelines.
• Track order status and provide timely, accurate updates to customers and internal stakeholders.
• Collaborate with Sales and cross-functional teams to establish customer and order priorities.
• Identify potential fulfillment challenges and coordinate timely resolutions.
• Monitor order accuracy, service levels, and on-time fulfillment.

• Prepare, review, and maintain sales reports, customer records, order information, and service data.
• Define, track, and report key performance indicators for customer service, order volume, order type, fulfillment, and customer satisfaction.
• Use customer and operational data to identify trends, risks, and improvement opportunities.
• Communicate service concerns, resource needs, and departmental performance to the Vice President of Business Development.

• Develop, document, maintain, and improve departmental standard operating procedures.
• Evaluate existing workflows and identify opportunities to improve accuracy, efficiency, communication, and customer service.
• Establish consistent processes and performance expectations across the Sales Support team.
• Partner with cross-functional departments to resolve recurring issues and improve the customer order experience.

• Serve as a primary link among Sales, Research and Development, Logistics, Accounting, Operations, and customers.
• Coordinate customer requirements and order priorities with internal departments.
• Communicate changes, risks, resource constraints, and other factors that may affect customer commitments.
• Support alignment between customer expectations and the company’s operational capabilities.

• Supervise members of the Sales Support team.
• Recruit, hire, onboard, train, coach, mentor, and develop employees.
• Set goals, establish expectations, manage performance, and provide timely feedback and recognition.
• Create an environment in which team members can succeed through clear communication, encouragement, accountability, and empowerment.
• Develop staffing and coverage plans that support customer and business needs.
• Address employee-relations matters in partnership with Human Resources.
• Promote a positive culture of teamwork,…