CARES Team Manager

Best Equipment Company • Indianapolis, IN

4d

About The Position

Best Equipment is seeking a CARES Team Manager to lead our Customer Assistance, Relationship, and Engagement Services (CARES) team supporting our environmental equipment division. This role is responsible for managing inside sales support, customer service operations, lead coordination, order management, and contract coordination to ensure a seamless and high-quality customer experience. The CARES Team Manager will work closely with outside sales representatives, shop operations, finance, and leadership to support customer relationships and drive operational efficiency. This individual will also oversee automated systems, data references, and state contract coordination that support the sales organization. The ideal candidate is customer-focused, highly organized, and experienced in leading teams in a fast- paced sales support or customer service environment while continuously improving processes and systems.

Requirements

• Minimum 1-3 years of experience in inside sales, customer service, or sales operations.
• Excellent communication and interpersonal skills.
• Strong leadership and team development abilities.
• Proficiency with CRM systems (Salesforce preferred).
• Strong organizational and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail, particularly in contract documentation and order processing.
• Proficiency with Microsoft Office and Google Workspace.

Nice To Haves

• Previous leadership or supervisory experience preferred.
• Experience in equipment, industrial, environmental, or government purchasing environments is plus.

Responsibilities

• Team Leadership Lead, coach, and develop the CARES team responsible for inside sales support, customer service, lead coordination, and order processing.
• Establish clear service standards and performance expectations for the team.
• Monitor team productivity, response times, and service quality to ensure exceptional customer support.
• Provide ongoing training to improve product knowledge, customer communication, and system proficiency.
• Develop the team to provide cross-functional support, including the ability to assist in Order Processing and Customer Support Representative responsibilities when needed.
• Foster a collaborative, customer-first culture within the team.
• Customer Support & Inside Sales Coordination Serve as the escalation point for complex customer inquiries or service concerns.
• Support outside sales representatives by coordinating customer communication and order updates.
• Assist with preparing quotes, proposals, and order confirmations when needed.
• Ensure timely responses to customer inquiries related to product availability, pricing, lead times, and order status.
• Maintain strong relationships with key customers through proactive communication and follow-up.
• Lead Management & Sales Support Oversee inbound lead intake through phone, email, and CRM channels.
• Coordinating the qualification and distribution of leads to the appropriate outside sales representatives.
• Assist the sales team with documentation, quoting support, and administrative tasks as needed.
• Participate in sales meetings and collaborate with leadership on customer engagement initiatives.
• Order Processing & Coordination Oversee accurate and timely processing of customer orders.
• Ensure order details are verified, including product specifications, pricing, and customer information.
• Monitor order progress and provide updates to customers and internal sales teams.
• Assist in resolving order discrepancies, modifications, cancellations, and special requests.
• Coordinate with internal departments and multiple locations to ensure consistent order management and customer service.
• State Contracts & Purchasing Coordination Maintain responsibility for state purchasing programs and state contract compliance relevant to Best Equipment’s products and services.
• Manage documentation, pricing structures, and contract requirements associated with state and cooperative purchasing programs.
• Work with sales leadership to ensure contract pricing and program guidelines are communicated and applied accurately.
• Coordinate internal processes to support contract-based purchasing opportunities.
• Customer Relationship Management Maintain accurate customer and sales records in the Salesforce CRM system.
• Ensure customer interactions, lead activity, and order updates are properly documented.
• Conduct follow-up communications to ensure customer satisfaction and support repeat business.
• Identify opportunities to strengthen customer relationships and improve retention.
• Data Management, Systems & Automation Develop, maintain, and enhance automated systems and data references that support order management, customer service, and sales operations.
• Utilize Salesforce and other internal systems to track activity, maintain accurate data, and support operational reporting.
• Ensure customer, product, and order data are accurate and properly maintained.
• Collaborate with leadership to improve reporting, workflow automation, and system efficiency.
• Cross-Functional Collaboration Work closely with sales leadership, shop personnel, finance, manufacturer representatives and management to resolve order-related or customer service issues.
• Support company initiatives related to customer engagement, sales support, and operational improvements.
• Provide feedback to leadership regarding customer needs, product opportunities, and service improvements.

Benefits

• Starting salary is competitive and will be based on qualification and experience.
• Best Equipment offers medical, dental, vision, and life insurance, 401K, 10 paid holidays, vacation and sick time, plus more benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed