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Customer Service & Operational Excellence
• Own customer service performance, response times, order accuracy, and service-level achievement.
• Audit transactions and processes regularly to ensure accuracy and consistency.
• Implement continuous improvement initiatives that enhance efficiency, productivity, and customer satisfaction.
• Develop and maintain written procedures and operating standards.
• Monitor key performance indicators and drive corrective action where necessary.
Order Entry Transition & Process Improvement
• Lead the phased transition of order entry responsibilities from Account Managers to the Customer Service team.
• Implement quality controls, validation checkpoints, and measurement tools throughout the transition.
• Monitor and report on service levels and order accuracy during implementation.
• Adjust implementation plans when quality or service performance falls below expectations.
• Enforce the operating model:
• Account Managers own customer relationships, pricing decisions, account growth, and sales opportunities.
• Customer Service owns order processing, order entry, and transactional execution.
• Measure improvements in customer-facing time and sales productivity resulting from the transition.
• Drive process improvements that increase efficiency, scalability, and customer satisfaction.
Partnership with Outside Sales
• Ensure each Outside Sales Representative is effectively supported by an assigned Account Manager.
• Collaborate closely with the Sales Manager on account coverage, territory support, and sales execution.
• Participate in weekly and monthly planning sessions to review opportunities, priorities, and business objectives.
• Resolve customer coverage, account ownership, service, and credit issues in a timely and professional manner.
• Promote strong collaboration between inside and outside sales teams to maximize growth opportunities.
Reporting & Accountability
• Provide a concise weekly leadership report covering:
• Revenue performance
• Gross margin performance
• Customer retention and growth
• Account Manager performance
• Customer Service KPIs
• Order accuracy metrics
• Staffing updates
• Key opportunities and risks
• Process improvement initiatives
• Order-entry transition progress
• Action plans and priorities
Qualifications & Experience Required Experience
• 7+ years of leadership experience in inside sales, customer service, account management, sales operations, or commercial leadership.
• 3+ years of experience leading teams, managers, or multi-functional departments.
• Proven success leading both customer-facing sales teams and operational support functions.
• Experience managing remote and multi-location organizations.
• Strong coaching, leadership, communication, and performance management skills.
• Experience improving business processes, workflows, and operational efficiency.
• Strong understanding of customer relationship management, account development, pricing, and margin management.
• Experience using CRM and ERP systems; abas ERP experience is a plus.
• Strong analytical, organizational, and communication skills.
• Willingness to travel to the Dominican Republic approximately four times per year.
Preferred Experience
• Distribution, industrial, building materials, manufacturing, or other B2B environments.
• Experience supporting and partnering with Outside Sales organizations.
• Experience leading customer service transformations, shared service environments, or order-entry centralization initiatives.
• Strong KPI management and reporting experience.
Key Leadership Competencies
• Strong business and financial acumen.
• High level of accountability and ownership.
• Results-oriented leadership style.
• Ability to drive change and lead through influence.
• Exceptional coaching and talent-development skills.
• Strong conflict-resolution and decision-making abilities.
• Effective communicator across all organizational levels.
• Ability to balance strategic planning with hands-on execution.
• Process-oriented while maintaining a customer-first mindset.
• Demonstrated ability to build high-performing teams and future leaders.
Join Our Team This is an excellent opportunity for a proven sales and customer service leader to make a significant impact in a growing organization. The successful candidate will have the opportunity to build high-performing teams, develop future leaders, improve processes, and help drive profitable growth across the business.
