Sales Support Manager

HAT - Human Active Technology • Forks Township, PA

111d • $85,000 - $100,000

About The Position

Human Active Technology (HAT) is seeking a Customer Experience Manager who thrives on both leading and doing. This role is perfect for someone who can motivate and develop a team while also rolling up their sleeves to dive into the details, whether that’s entering orders, reviewing accounts, or handling escalations directly. This is a highly visible leadership role, responsible not only for managing client relationships and order flow but also for developing the team and conducting department operations.

Requirements

• 5+ years of experience in customer service, account management, or client experience roles
• Manufacturing or B2B environment experience required (contract office furniture experience strongly preferred)
• 3+ years of direct people management experience
• Strong ERP knowledge (Syteline preferred; Oracle, SAP or similar acceptable) and advanced Excel skills
• Understanding of Bills of Material (BOMs) and multi-product order workflows
• Excellent problem-solving, communication, and relationship-building skills

Responsibilities

• Leading, coaching, and developing the Customer Experience team across multiple locations.
• Serve as the senior point of escalation for customer and dealer issues, resolving complex situations with professionalism and urgency.
• Oversee account management activities, ensuring accuracy and timeliness in pricing, order entry, lead times, and communication.
• Collaborate cross-functionally with Sales, Operations, Logistics, Engineering, and Finance to proactively address customer needs and ensure seamless order execution.
• Drive process improvements and implement best practices to enhance efficiency, consistency, and scalability across the department.
• Monitor KPIs (accuracy, timeliness, satisfaction) and report to senior leadership.
• Roll up your sleeves—entering orders, troubleshooting accounts, and supporting workflows as needed.

Benefits

• Competitive Salary
• Competitive benefits package: health, dental, vision, disability, and supplemental coverage
• 401(k) with company contributions
• Generous PTO including vacation, personal days, and holidays
• A leadership role where you can make an impact and shape the customer experience strategy of a growing, innovative company
• Collaborative, fast-paced work environment with opportunities for growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree