Director of Customer Sales & Service

Style Crest Enterprises Inc•Fremont, OH

19d•Onsite

About The Position

Are you a dynamic, customer‑obsessed leader ready to shape the future of our inside sales and service organization? Style Crest is seeking a Director of Customer Sales & Service to champion our customer experience, elevate our sales performance, and lead multiple high‑impact teams across Inside Sales, Installation Services, HVAC Technical Support, and Warranty Services. In this pivotal role, you’ll build a culture rooted in service excellence, operational efficiency, and sales growth. You’ll guide talented teams, partner closely with Sales Leadership, and ensure every customer interaction reflects our commitment to best‑in‑class service. Why Join Us? At Style Crest, you’ll join a company with more than five decades of growth, innovation, and industry leadership. We’re committed to supporting the manufactured housing industry and the residential exterior market with an extensive product offering and a service platform our customers rely on every day. We foster a culture built on collaboration, continuous improvement, and customer‑focused excellence. Our teams take pride in working together to solve problems, support our partners, and drive meaningful results. As the Director of Customer Sales & Service, you’ll have the opportunity to shape strategy, influence customer experience, and contribute to the ongoing success of a company with a strong reputation and a forward‑thinking approach. We offer competitive compensation, a supportive environment, and room to grow your career while making a real impact.

Requirements

Bachelor’s degree in a business‑related field or equivalent experience
7 to 10 years of progressive leadership experience in inbound/outbound sales center environments
Proven success driving sales growth through inside sales teams
Strong background in customer service and customer experience strategy
Demonstrated ability to achieve sales goals through accountability and performance management
Experience implementing best practices that elevate customer experience and operational efficiency
Exceptional leadership, communication, and interpersonal skills
Strong problem‑solving abilities and sound judgment
Highly organized, detail‑oriented, and analytical
Ability to build, mentor, and motivate high‑performing teams
Skilled at cross‑departmental collaboration and conflict resolution
Solid understanding of call center technologies and phone system
Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
Ability to thrive in a fast‑paced environment while managing multiple priorities

Responsibilities

Lead the Inside Sales team to deliver an exceptional customer experience throughout the sales order process.
Establish and monitor performance metrics that support sales growth, customer satisfaction, and operational efficiency.
Partner with Sales Leadership to build and execute an inside sales strategy for targeted customers and product categories.
Develop a team of selling specialists capable of driving revenue independently from the sales center.
Provide ongoing training in customer service, selling skills, product knowledge, and system enhancements.
Serve as the senior escalation point for complex customer issues and oversee key corporate accounts.
Oversee the centralized Installation Services team to ensure seamless coordination, scheduling, and invoicing of installed orders.
Implement process improvements and tools that enhance customer experience and team productivity.
Lead training initiatives to strengthen customer service, workflow efficiency, and product knowledge.
Act as the top escalation contact for sensitive installation‑related customer concerns.
Lead the HVAC Technical Support team to deliver accurate, timely, and knowledgeable technical assistance.
Identify improvement opportunities and implement plans to elevate the customer experience.
Monitor product‑related trends and collaborate with internal teams to proactively address issues.
Ensure the team stays current on equipment updates and seasonal staffing needs.
Oversee Warranty Services to ensure timely, accurate processing and a positive customer experience.
Identify opportunities to streamline warranty operations and improve customer satisfaction.
Track and communicate warranty trends to internal stakeholders to support proactive issue resolution.
Maintain up‑to‑date team knowledge on equipment changes and seasonal workload demands.