Quote Solutions Manager

Alfa Laval • Greenwood, IN

1d • $80,000 - $115,000

About The Position

The Quote Support Manager leads approximately 10–12 Quote Specialists across Tier 1–3 and is responsible for fast, accurate, complete aftermarket quotes for parts and service. The role oversees team performance, process discipline, and the quality of the quote-to-order handoff, and serves as the primary operational leader for quoting activity within the US Service Division. The position reports to the Director of Customer Experience and is located in Greenwood, Indiana; Houston, Texas; Richmond, Virginia; or Warrington, Pennsylvania.

The manager oversees daily quoting operations and service-level performance, reviews escalated requests, monitors quote accuracy, and ensures quotes include complete supporting details. The role works closely with Sales, Channel Partners, customer contacts, the Americas Distribution Center, Service Operations, Order Support, Workflow Optimization, and Data & Reporting to support customer satisfaction and improve the quoting process.

The manager tracks and presents operational KPIs, analyzes quoting trends and customer feedback, maintains quoting tools and procedures, and leads the team through new tools and process changes associated with the CX Transformation rollout. Domestic travel is estimated at 10–15%; international travel is rare but possible. A valid driver's license is required for site visits. Visa sponsorship is unavailable, and the employer is prioritizing candidates who reside in the US or have an established presence in the area.

Requirements

• At least 3 years of experience in aftermarket sales support, inside sales operations, order management, or a customer-facing quoting role in an industrial equipment, manufacturing, or capital goods environment.
• At least 2 years of people leadership experience, including team performance management, coaching, and development.
• Strong understanding of the quote-to-order process and the impact of quoting accuracy on order fulfillment and customer satisfaction.
• Ability to manage team performance using data, own KPIs, identify trends, and drive corrective action.
• Proficiency with CRM and ERP platforms.
• Clear, confident communication skills, including the ability to translate operational issues into actionable direction for frontline staff and senior stakeholders.
• Ability to build trust and collaborate across peer teams in a matrixed organization.
• Comfort operating in a changing environment and helping team members navigate ambiguity.
• Valid driver's license for site visits.
• Available for estimated domestic travel of 10–15%; international travel is rare but possible.
• Must reside in the US or have an established presence in the area, as the employer is currently prioritizing such candidates. Visa sponsorship is not available.

Nice To Haves

• Associate or bachelor's degree in Business Administration, Operations Management, Supply Chain, or a related field; equivalent education and directly relevant experience will be considered.
• Experience operating within a tiered or structured workflow environment.
• Experience with SAP, Salesforce, or similar CRM or ERP tools.

Responsibilities

• Lead, coach, and develop approximately 10–12 Quote Specialists across Tier 1, 2, and 3 capability levels, clarifying decision authority and growth paths.
• Conduct regular one-on-ones, team huddles, and performance reviews; maintain accountability, recognize contributions, and address performance gaps.
• Partner with the Training & Knowledge Specialist to identify skill gaps and create targeted development plans.
• Recruit, onboard, and ramp up new Quote Specialists so they reach full productivity within the defined transition timeline.
• Oversee daily quoting operations and ensure service-level targets are met: same-day turnaround for standard parts quotes and under five business days for complex or multi-line quotes.
• Review escalated requests involving non-standard pricing, custom configurations, or exception approvals; make decisions within delegated authority or route requests to the Director of Customer Experience or Sales Leadership.
• Monitor quote accuracy against the 98% error-free target and take corrective action, including root-cause reviews and process adjustments.
• Ensure quotes include complete pricing, specifications, terms, lead time, and delivery timeline documentation to minimize downstream rework.
• Maintain working relationships with Sales, Channel Partners, and customer contacts to support sales velocity and customer satisfaction.
• Coordinate with the Americas Distribution Center and Service Operations to confirm parts availability and lead and service time commitments before issuing quotes.
• Partner with the Order Support Manager to reduce quote-to-order errors and improve handoffs, including reviewing quote completeness metrics and rework rates.
• Work with the Workflow Optimization Manager to identify quoting bottlenecks, escalation patterns, and process improvement opportunities.
• Track and present KPIs, including turnaround time, accuracy, volume capacity, quote-to-order conversion, escalation, and rework rates, in weekly operational reviews.
• Analyze quoting trends and customer feedback to identify process improvements, tool optimization, and team tier reallocation opportunities.
• Partner with the Data & Reporting Analyst to ensure quoting data in OneCRM, OneService, and Pulse is accurate, complete, and accessible.
• Maintain working knowledge of OneCRM, OneService, Pulse, and internal pricing guidelines for coaching and quality review.
• Ensure workflows, escalation protocols, and standard operating procedures are documented, current, and followed.
• Champion adoption of new tools and process changes during the CX Transformation rollout and provide stable communication for the team.

Benefits

• Competitive salary and full benefits package
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401(k) plan

What This Job Offers

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