* Lead and manage the inside sales and customer service teams, providing coaching, feedback, and professional development
* Oversee customer order management, ensuring accuracy, timeliness, and high-quality service
* Streamline processes and standardize procedures across the commercial team for consistent customer experience
* Implement and monitor key performance indicators (KPIs) to measure team performance and operational efficiency
* Collaborate with cross-functional teams, including sales, finance, supply chain, and IT, to ensure seamless operations
* Serve as the strategic point of contact for customer inquiries, directing questions to the appropriate team member or product solution
* Identify opportunities for process improvements and implement initiatives to enhance operational efficiency and customer satisfaction
* Support CRM/ERP system usage and optimization for sales and service workflows
* Act as a hands-on leader, stepping in to assist team members when needed and ensuring customer issues are resolved effectively
* Provide data, reporting, and insights to senior leadership to inform business decisions
* Support business development initiatives with operational and process insights
* Drive a culture of accountability, ownership, teamwork, and continuous improvement
Preferred Experience & Skills
Professional Background:
* Experience leading inside sales, customer service, or commercial operations teams
* Familiarity with industrial, manufacturing, or construction-related products and applications
* Process improvement experience (Lean, Six Sigma, or similar methodologies)
* Experience in CRM/ERP systems implementation or optimization (Salesforce, NetSuite, Oracle, SAP, Microsoft Dynamics)
* Analytical skills to leverage data, KPIs, and reporting to drive decisions
* Leadership & Management Traits:
Strong team leadership and coaching capabilities
* Ability to operate effectively in fast-paced, growth-oriented environments
* Hands-on, proactive approach to problem-solving
* Excellent communication, collaboration, and organizational skills
Education & Qualifications:
* Bachelor’s degree in Business, Operations, Supply Chain, or related field
* 5+ years in sales operations, customer service management, or commercial process leadership
* Manufacturing, industrial products, or construction materials experience preferred
Key Attributes:
* Process-minded, metrics-driven, and analytical
* Ability to balance strategic thinking with hands-on execution
* Technologically adept with ERP, CRM, and workflow tools
* Strong understanding of customer-facing operations and soft selling techniques
SGC is a Certified Small Diverse Business for the Commonwealth of PA serving Harrisburg, Hershey, Mechanicsburg, Carlisle, Lancaster, Allentown, State College, York, Sunbury, Philadelphia & Baltimore.
