Customer Service Manager

Klein Tools•Trevose, PA

About The Position

The Customer Service Supervisor works under the general direction of the Director of Sales Operations to manage the customer service and inside sales functions required for the company's internal and external customers. These responsibilities include but are not limited to order and shipment processing, staff management, problem solving and decision making, cross functional support, and strategic planning and execution.

Requirements

Bachelor's Degree in either Business or a technical degree and or (3) year of sales or customer service experience or equivalent is required.
Must have versatility and flexibility in adjusting to changing business needs and priorities, and strong communications skills, verbal and written.
Must have basic knowledge using Microsoft Office to include Excel, Word, and Outlook.
Strong team focus and ability to work with others, both internal and external to the organization.

Nice To Haves

Experience in electrical, power utility and/or similar industry is preferred.
Experience in a CRM, preferably Hub Spot.

Responsibilities

Provide exceptional customer service while developing and maintaining strong customer relationships.
Manage and monitor the sales process from quotation through order fulfillment.
Identify upsell opportunities and promote product upgrades, Core products, and NPD offerings.
Train and support the Inside Sales/Customer Service team on upselling and lead qualification, escalating opportunities to the outside sales team when appropriate.
Generate, qualify, and distribute sales leads while driving inside sales growth.
Prepare pricing and quotations in alignment with sales strategy and approved pricing guidelines.
Support the sales team and distributors by maintaining appropriate stocking inventory.
Provide technical product support to customers.
Manage warehouse inventory, demo inventory, and demo shipments, ensuring proper approvals and inventory transactions.
Coordinate Distributor Days, Manufacturer Representative Days, trade shows, and other sales events.
Maintain HubSpot opportunities, sales reporting, and performance metrics for the Inside Sales/Customer Service team.
Monitor customer complaints, production priorities, and order status, utilizing daily and monthly reports to drive timely resolution.
Manage website-generated leads and ensure timely follow-up and assignment.
Track and analyze sales, margin performance, and key operational metrics to support business objectives.
Perform other duties as assigned.