Inside Sales Manager, Pipe & Fittings (Shelby Township, MI)

Westlake•Shelby Township, MI

10d•Onsite

About The Position

The Inside Sales Manager/Customer Service Superintendent is a strategic, forward‑thinking leader responsible for guiding a high‑performing team through a period of transformation and growth. This role is ideal for someone who challenges the status quo, drives measurable results, and inspires teams to reach new levels of excellence. The Superintendent will empower Customer Service Representatives (CSRs) with the tools, clarity, and coaching needed to deliver world‑class service while supporting the evolving needs of the business. This is a highly engaged, hands‑on leadership role overseeing day‑to‑day operations and ensuring world class customer service.

Requirements

Bachelor’s Degree in Business Administration or related field required
10+ years of inside sales experience
5+ years of supervisory experience in a manufacturing or distribution setting
3+ years of demonstrated experience with building and supporting high performing inside teams
Experience working in a high‑volume, fast‑growth environment strongly preferred
Demonstrated ability to lead teams, solve operational problems, and collaborate across departments
Proven ability to drive continuous improvement initiatives that streamline workflows and elevate the customer experience
Experience leading teams through process optimization, leveraging KPIs and cross‑functional collaboration to deliver measurable improvements
Must be willing to commute daily into our Shelby Township, MI office
Must be willing to travel up to 10%

Nice To Haves

pipe and fittings experience preferred
Strong understanding of SAP S/4 HANA is highly desired, as it supports efficient order management and accurate demand forecasting
Six Sigma Certification preferred
MBA preferred

Responsibilities

Lead a high‑performing team of Customer Service Representatives focused on quotations and order management to drive customer satisfaction and retention.
Provide ongoing coaching, professional development, and performance feedback to support continuous improvement.
Improve or establish standard departmental policies and procedures to ensure order accuracy, workflow efficiency, and consistently superior customer service.
Facilitate regular check‑ins with sales team to share customer insights, feedback trends, and pain points that inform solution development.
Partner with Customer Service leadership to establish best practices and ensure consistent adoption across the organization.
Collaborate with key internal stakeholders to break down silos and drive alignment toward shared organizational goals.
Swiftly engage in escalated customer issues with efficiency and empathy to ensure timely resolution.
Analyze trends and customer insights to inform process improvements and strategic initiatives.
Ensure timely and accurate completion of all month‑end close activities, coordinating with cross‑functional teams to resolve issues and maintain operational accuracy.
Prepare and present reports on customer service performance and progress to senior management.