Description: Client Fulfillment Manager.

Experience 10+ years.

Job Overview:

We are seeking an experienced and results driven Customer Fulfillment Manager to lead and develop our inside sales / customer care team.

In this role, you will play a critical part in driving revenue growth, building customer relationships, and ensuring seamless coordination between the sales, production, and logistics teams.

You will oversee day-to-day sales activities, coach the customer care and inside sales team, and contribute to strategic planning for market expansion.

Key Job Responsibilities:

Duties will include but are not limited to:

- Lead and manage the inside sales/customer care team to achieve and exceed sales targets.

- Develop and maintain strong relationships with new and existing customers in coordination with account managers.

- Monitor and manage the order-to-delivery process, ensuring customer satisfaction and timely fulfillment.

- Analyze sales metrics to identify growth opportunities and improve team performance.

- Collaborate closely with engineering, manufacturing, supply chain, and logistics departments to align sales strategies with organizational capabilities.

- Prepare regular performance reports for senior leadership.

- Recruit, train, mentor, and develop inside sales/customer care representatives.

- Identify process improvements and implement best practices for order entry, lead management, customer retention, and upselling.

- Resolve customer issues and complaints promptly and professionally.

- Ensure ERP system is kept up-to-date, and that data integrity is maintained.

- Deliver exceptional client fulfillment processes and activities to reimagine our customer experience.

Key Team Development & Process Implementation Schedule (First 120 Days):

Activity Metrics (Inputs):

These are leading indicators that measure effort and help forecast pipeline.

- Calls/Emails per Rep per Day.

- Talk Time per Rep.

- Connection Rate (Conversations Dials).

- Email Open/Reply Rate.

- Number of Meetings Set.

- Follow-up Tasks Completed.

Purpose: They help you track productivity and ensure reps are staying active in their outreach.

Pipeline Metrics:

Helps ensure healthy pipeline development and identifies weak points in the funnel.

- Opportunities Created.

- Pipeline Coverage Ratio (Pipeline Quota).

- Lead Conversion Rate (Leads to Opportunities).

- Average Deal Size.

- Sales Cycle Length.

- Stage Conversion Rates (e., Discovery to Demo).

Purpose: They show how effectively reps are progressing deals and whether theyre creating enough quality pipeline.

Revenue & Outcome Metrics (Outputs):

These are lagging indicators that show the true performance.

- Quota Attainment (%).

- Closed-Won Deals.

- Revenue per Rep.

- Win Rate (%).

- Churn Rate (for recurring revenue models).

Purpose: These are your scoreboard metrics and tell you if your strategy is actually working.

Efficiency & Quality Metrics:

These are about optimizing the process and improving rep effectiveness.

- Average Touches to Conversion.

- Time to First Contact.

- Response Time to Inbound Leads.

- Sales Velocity (Deals Win Rate Deal Size Sales Cycle Length).

- Lead Source Effectiveness.

Purpose: They help identify where the team can be faster, smarter, and more strategic.

Coaching & Development Metrics:

These support rep growth and long-term team improvement.

- Ramp Time for New Hires.

- Training Completion Rates.

- Call Coaching Scorecards.

- Rep Improvement Over Time (e., improvement in win rate).

Qualifications/Requirements:

- Bachelors degree in business, Marketing, Industrial Engineering, or a related field and 5+ years of inside sales experience, preferably in a manufacturing or industrial environment.

- Alternatively, 10+ years of relevant experience.

- Masters in Business, Finance, similar collegiate experience a plus.

- 2+ years of proven experience in a sales leadership or management role.

- Strong knowledge of the manufacturing sales cycle and B2B sales principles.

- Proficiency in ERP systems (e., Macola, SAP) and Microsoft Office Suite.

- Experience with CRM systems (e., Smartsheets, Salesforce, Quickbase).

- Experience with technical or engineered products.

- Knowledge of supply chain or production planning processes.

- Excellent communication, negotiation, and leadership skills.

- Analytical and data-driven approach to sales strategy and problem-solving.

- Ability to thrive in a fast-paced, collaborative environment.

- International business experience a plus.