Sales Operations & Customer Experience Manager

J&J Truck Bodies & Trailers is seeking a Sales Operations & Customer Experience Manager who is responsible for improving the effectiveness consistency and responsiveness of J&Js B2B operations customer support processes and marketing coordination activities. This role serves as the primary operational owner for sales operations customer experience and communication sales enablement and market support process improvement quality and systems discipline within the Channel Sales & Marketing function.

The position directly leads the inside sales and customer service team currently consisting of two inside sales team members and three customer service representatives and is accountable for their day-to-day priorities performance service standards CRM discipline customer communication quality and follow-through.

The role supports the broader sales organization by managing CRM usage and data integrity improving quoting and order handoff processes coordinating customer communications tracking sales and service performance metrics supporting practical marketing execution with the Companys advertising agency and ensuring customers receive clear timely and professional support from inquiry through delivery and post-sale service. The role requires strong process discipline customer focus data analysis hands-on communication skills people leadership and cross-functional coordination with sales engineering operations warranty finance quality production teams and external marketing partners.

• Own the effective use and administration of the Companys CRM platform ensuring data integrity consistent adoption and alignment across sales warranty customer communications leadership reporting and follow-up processes.
• Develop and maintain sales operations processes including lead intake opportunity tracking quote follow-up customer segmentation account documentation customer handoffs and sales pipeline reporting.
• Partner with sales leadership to define track and report key performance indicators such as lead conversion quote activity backlog win/loss trends customer response times complaint trends and sales goal progress.
• Support the sales team with reporting dashboards data analysis territory/account information customer lists follow-up cadence and recurring sales review materials.
• Identify process gaps between sales customer service engineering order processing production scheduling warranty and finance; recommend and implement improvements that reduce rework missed handoffs customer confusion and delayed responses.
• Coordinate with inside sales outside sales order processing warranty and other customer-facing teams to ensure sales and customer information is complete accurate and actionable before orders move into production delivery or post-sale support.

• Define maintain and reinforce J&J customer service standards for responsiveness professionalism issue resolution documentation and communication quality across all customer-facing teams.
• Serve as the primary operational point of coordination for escalated customer experience issues ensuring concerns are documented assigned followed up and resolved in a timely and solution-focused manner.
• Monitor customer service warranty sales communication and complaint trends; summarize findings for sales operations quality engineering production warranty and leadership teams.
• Develop maintain and train team members on customer communication procedures including phone/email handling complaint documentation follow-up expectations escalation practices and CRM/ERP recordkeeping.
• Design conduct and analyze customer surveys Net Promoter Score feedback post-delivery feedback warranty feedback and other voice-of-customer tools to identify opportunities to improve the customer experience.
• Coordinate customer engagement activities including distributor communications dealer updates customer notices product announcements customer events trade show follow-up and targeted outreach campaigns.

• Coordinate practical marketing execution in support of sales leadership including working with the Companys advertising agency on website updates campaign execution lead routing trade show follow-up customer announcements and customer-facing sales materials.
• Collaborate with sales leadership to develop customer and prospect segmentation strategies using CRM sales history market research industry data and customer feedback.
• Support targeted marketing and sales campaigns designed to improve customer engagement lead generation conversion retention and revenue growth by coordinating priorities inputs deadlines feedback and follow-up with the advertising agency and internal stakeholders.
• Assist with preparation and upkeep of sales tools product information customer-facing materials distributor resources internal communications and standard customer response materials that improve sales consistency and customer understanding.
• Coordinate inbound customer touchpoints including website inquiries digital leads trade show leads e-commerce inquiries phone inquiries referral leads and other customer requests to ensure timely routing and follow-up.
• Provide market and customer insight to support pricing promotion product planning sales strategy channel development and service improvement efforts.

• Document maintain and improve standard operating procedures related to sales operations CRM customer communication customer complaints and order handoffs.
• Observe and comply with all provisions of the Companys ISO 9001 Quality Management System and support continuous improvement activities related to customer satisfaction and process effectiveness.
• Use ERP CRM Microsoft 365 and other business systems to improve visibility accountability and communication across departments.
• Perform duties in a safe manner wear required PPE when appropriate and support a safety-first culture when working in or around manufacturing upfit service warehouse or yard environments.
• Perform other job-related duties as assigned in conformance with state and federal regulations.
• Practical experience supporting marketing execution customer communications lead follow-up trade show follow-up sales enablement materials or coordination with outside marketing/advertising partners preferred.
• Strong communication organizational analytical problem-solving prioritization and follow-through skills required.
• Proficiency with Microsoft Office 365 especially Outlook Excel Word Teams SharePoint and PowerPoint; experience with CRM ERP dashboarding or reporting tools preferred.

• This role directly supervises the inside sales and customer service team currently consisting of two inside sales team members and three customer service representatives. The Director is responsible for leading coaching training prioritizing and holding these team members accountable for service standards inbound lead handling quote and order follow-up customer communication quality CRM usage complaint documentation issue escalation and timely follow-through.
• Interview hire onboard train coach plan and assign work monitor performance conduct performance reviews set expectations address complaints resolve problems and develop team members.
• The position may also provide day-to-day coordination or process direction to related customer-facing support functions such as warranty administration sales administration lead management marketing support or other assigned personnel as needed.

• Bachelors degree in Business Administration Marketing Sales Communications Operations or a related field preferred; equivalent combination of education and relevant experience may be considered.
• Six or more years of experience in sales operations customer experience customer service management sales administration marketing coordination business operations or related B2B commercial role preferred.
• Experience in manufacturing truck equipment vocational vehicles industrial equipment distribution upfitting automotive transportation or similarly technical B2B sales environments strongly preferred.
• Prior supervisory experience leading inside sales customer service sales administration or other customer-facing commercial support teams required.
• Demonstrated experience improving processes using CRM or ERP systems analyzing business data coordinating customer communications and working across sales operations engineering production warranty quality and finance functions.

Benefits:

• 401(k) matching
• Dental Insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

#HP

Required Experience:

Manager