Inside Sales Manager

Job Title: Inside Sales & Customer Service Manager
Department: Sales
Reports To: Director of Sales and Distribution Centers

Position Summary

Lead the Inside Sales and Customer Service team to deliver exceptional customer experience within the fastener and industrial distribution market. This role prioritizes responsiveness and order accuracy while driving revenue growth through proactive sales support and customer engagement. The manager ensures customers receive timely, knowledgeable support while maintaining operational excellence.

Key Responsibilities

1. Operations & Customer Service Excellence

• Lead and coach performance of Inside Sales and CSR to deliver high-quality and responsive service
• Oversee daily activities including order entry, quote turnaround, order tracking, and issue resolution
• Act as the primary escalation point for complex customer concerns
• Monitor service-related KPIs (response times, order accuracy, on-time delivery, quote conversion, customer satisfaction)
• Manage team scheduling, attendance, and workload to ensure consistent coverage and support
• Coordinate closely with other departments throughout the company to provide exceptional service level to the customers
• Promote a customer-first culture

1. Sales Enablement, Growth & Process Improvement

• Develop and implement standardized processes (e.g., playbooks) for customer management and pipeline growth activities, ensuring consistency, scalability and alignment with best practices
• Identify process improvements and support system enhancements (ERP/CRM)
• Ensure accuracy in product selection and pricing for fasteners
• Build and maintain strong relationships with key accounts through consistent communication and service excellence
• Partner with Outside Sales to support customer needs, improve retention, and identify growth opportunities

Additional Responsibilities

• Communicate regularly with the management team regarding team performance, customer trends, and service challenges
• Assist in hiring, onboarding, and training team members with a strong emphasis on product knowledge and customer interaction skills

Qualifications

• 5 + years of experience in customer service, sales processes and commercial drivers within fastener, industrial distribution, or MRO environments preferred
• Previous team management or supervisory experience and exhibiting leadership and coaching abilities in a service-focused, fast-paced environment
• Strong understanding of fasteners is a plus
• Excellent communication, interpersonal, and conflict resolution skills
• Effective problem-solving and organizational abilities
• Analytical mindset with ability to interpret data and KPIs
• Proficiency with ERP/CRM systems and standard business software