Customer Service Manager

Summary

• Build from the ground up! At Kingspan Roofing + Waterproofing, the Inside Sales Manager is responsible for building and structuring a best‑in‑class Inside Sales Department to support our customers through their roofing projects. The Inside Sales Manager is responsible for building a team while ensuring operational excellence, customer satisfaction, and team efficiency. She/he will oversee the daily activities of the Inside Sales team, providing guidance, mentorship, and support to maintain high performance standards.
  
  The manager ensures all sales processes are streamlined, accurate, and aligned with company objectives, while fostering a positive and collaborative work environment. As part of a growing team, this position offers numerous opportunities to contribute, achieve, and learn within a small, collaborative environment. You'll have the chance to make a direct impact and grow alongside the company.
• Mentor and support Inside Sales Specialists, offering regular feedback and performance evaluations.
  Identify skill gaps and organize training to enhance team capabilities in areas such as order management, CRM usage, and customer service.
• Monitor the accuracy of order processing, ensuring compliance with internal standards and customer expectations.
• Review and approve quotes, proposals, and other documentation prepared by the team.
• Collaborate with logistics, marketing, and finance to resolve issues and improve workflows.
• Act as an escalation point for complex customer inquiries and complaints, ensuring timely and satisfactory resolution.
• Champion initiatives to enhance customer experience and maintain high service standards.
• Track key metrics such as order accuracy, response times, and customer satisfaction scores to evaluate team performance.
• Implement improvement plans as needed to address underperformance or optimize processes.
• Work closely with senior management to develop and execute sales strategies that align with organizational goals.
• Identify and act on opportunities to improve operational efficiency and profitability.

• Proven experience in sales management or a similar leadership role, preferably in a production or manufacturing environment.
• Ability to roll up your sleeves and get engaged with your team to deliver on a tight timeline. Hands‑on attitude while being able to build and communicate plans and strategies to win with sales tools.
• Strong decision‑making and problem‑solving abilities, with a focus on proactive resolution.
• Proficiency in CRM systems (e.g., Salesforce) and ERP tools (e.g., SAP) is highly desirable.
• Excellent interpersonal and communication skills, with the ability to inspire and motivate a team.
• High organizational and time management capabilities to balance competing priorities effectively.
• High degree of accuracy and meticulousness about details.

• Must be proficient in all Microsoft Office applications (Word, Excel, PowerPoint) and Outlook.
• SAP or other equivalent ERP experience is a plus, but not a requirement.
• Salesforce experience is a plus.

• Strong interpersonal skills with a positive work ethic.
• Good to excellent spelling, grammar, and written communication skills.
• Excellent telephone and oral communication skills.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Exert up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time, but may involve walking or standing for brief periods of time.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• We offer a comprehensive benefits package including 401k with company match, Medical, Dental, Vision, Identity Theft Protection, Critical Illness, Accident, Hospital Indemnity, Pregnancy and Parental Leave, Fitness Reimbursement, Educational Assistance, Life, AD&D, Short- and Long-Term Disability, and Life Assistance Program.