Sales Support; Inside Sales) Manager

Who We Are

Metrie is North America’s largest manufacturer and distributor of interior millwork producing and selling interior finishings. For 100 years, we've transformed houses into homes with outstanding products featured on HGTV and in top magazines such as Style At Home and House & House. As a family-owned business since 1926, we pride ourselves on excellence, customer experience, and nurturing a strong community.

Join us for the next 100!

As our
Sales Support Manager
, you will lead the regional Sales Support (Inside Sales) team, ensuring excellence in customer service, order processing, and sales support operations. You will be responsible for overseeing day-to-day team performance, resolving escalated customer issues, maintaining process compliance, and driving continuous improvement initiatives that enhance operational efficiency and customer satisfaction.

Working closely with Sales, Operations, and Finance teams, you will play a critical role in strengthening the order-to-delivery process while ensuring customers receive responsive, accurate, and high-quality service. You'll leverage technology, business insights, and performance metrics to support regional growth and operational success.

Location:Based in New Lenox, IL. In-branch presence required 5 days a week. Core hours are 7 am-4 pm.

Reporting Relationship:You will report to the Sales Operations Manager for the region.

At a High Level, You Will:

• Lead the regional Sales Support team with accountability for service delivery, order processing, customer support, and day-to-day operational performance.
• Manage call desk and order management technologies, including CRM platform, phone systems, and workflow tools tooptimizeteam efficiency and process compliance.
• Drive measurable improvements in customer service outcomes, including order accuracy, turnaround times, and first-contact resolution.
• Resolve escalated customer issues whilemaintainingservice standards and supporting a positive team environment.
• Establish team routines and reinforce process discipline to ensure seamless collaboration between Customer Account Reps, Order Administrators, and the Outside Sales teams.
• Collaborate cross-functionally with Sales, Operations, and Finance toidentifyroot causes of service challenges and strengthen the order-to-delivery process.
• Analyze performance trends and leverage data and technology to drive operational efficiency and continuous improvement.
• Support team development through coaching, feedback, performance management, and ongoing learning opportunities.

We'd love to hear from you if you have:

• A degree in Business, Sales, Marketing, or a related field, or an equivalent combination of education and experience.
• 3 to 5 years of progressive experience in sales, customer service, or sales support, including leadership or supervisory experience required.
• Proven experience leading high-performing teams focused on service excellence, operational accuracy, and customer satisfaction.
• Strong coaching, communication, and performance management skills.
• Exceptional organizational, prioritization, and workflow management capabilities in fast-paced environments.
• Customer-first mindset with strong problem-solving and relationship-building skills.
• Experience collaborating across multiple departments to drive results and improve processes.
• Proven ability to lead teams through change with clarity, empathy, and accountability
• Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, Teams) and experience working with SAP ERP or similar enterprise systems.
• Passion for continuous improvement, learning, and driving positive change.
• Commitment to living Metrie's values and alignment with our cultural pillars of ownership, learning and One Team.

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