Bwcareers · Remote

Order Management Leader- Concrete Accessories at Bwcareers — Remote

Full-timeRemotePosted 2026-06-30Apply on Workday
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Full job description

About Us

Job Description

The Customer Operations and Inside Sales Leader will drive the strategic standardization and optimization of commercial operations across the accessories division. This high-impact role oversees the tactical pre- and post-sales lifecycle, managing project quoting, drawing workflows, inside sales generation, and comprehensive customer service operations. The leader will partner cross-functionally to consolidate order management, eliminate operational silos, and deliver an exceptional customer experience to build a scalable foundation for future growth.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

Development and Implementation of Consolidated Processes:

  • Work with the team to document current commercial operation processes across the accessories division.
  • Build and implement scalable standardized processes thatSimplify and enhance the customer experience

Improve efficiency and communication

Facilitate growth and the integration of new product lines

Quoting and Inside Sales

  • Oversee the quoting, estimating, and technical drawing workflows
  • Build and manage an inside sales function to prospect, qualify potential customers and drive sales
  • Develop and implement remote sales strategies, campaigns, and scripts to increase lead conversion rates
  • Coordinate with external sales to manage existing customers and hand off qualified leads
  • Monitor the team’s activity, provide guidance on opportunities, and assist in closing

Customer Service:

  • Drive CRM and ERP use and high data quality, ensuring detailed logging of customer interactions, accurate order entry, proper inventory allocation, and clean reporting
  • Establish and monitor key performance indicators (KPIs) for customer service effectiveness
  • Lead initiatives to continuously improve processes, response times, service quality, and communication
  • Partner with and support external sales to provide a holistic customer experience

Customer Engagement & Problem Resolution:

  • Set service level expectations that ensure prompt and professional handling of customer inquiries, complaints, and service requests
  • Serve as the escalation point for complex customer issues, working cross-functionally to determine and deliver solutions
  • Develop proactive customer service approaches to anticipate and address potential issues before they escalate

Team Management & Development:

  • Integrate, hire, train, and develop a high-performing order management team
  • Provide coaching and support to team members to enhance their skills and engagement
  • Foster a culture of customer focus, problem-solving, and accountability
  • Conduct regular feedback sessions and performance reviews

Process Improvement & Efficiency:

  • Collaborate with IT, Supply Chain, and Finance to guide the configuration, testing, and rollout of the new corporate ERP
  • Identify gaps and inefficiencies in processes and implement solutions to improve service delivery
  • Utilize data analytics to track customer interactions and drive improvements
  • Collaborate with leadership, operations, supply chain, and sales teams to resolve systemic issues affecting service levels

Reporting & Performance Metrics:

  • Measure and publish key sales, customer service, and operational metrics including customer satisfaction scores, response times, and issue resolution rates to leadership, providing actionable insights for growth
  • Provide regular reports on performance and improvement initiatives
  • Implement feedback loops to gather insights and adjust service strategies accordingly

QUALIFICATIONS

  • Bachelor’s degree in business, Customer Service, Communications, or related field
  • 5+ years of experience in customer service leadership within a manufacturing, industrial, or service-based industry
  • Strong leadership skills with a proven ability to build and manage high-performing teams
  • Excellent problem-solving, communication, and conflict-resolution skills
  • Experience with CRM systems, customer analytics, and service improvement initiatives
  • Ability to develop and implement customer service policies, procedures, and training programs

This role is critical in building a customer-centric culture and ensuring a seamless service experience. If you are passionate about leading teams and enhancing customer relationships, we encourage you to apply.

WORK ENVIRONMENT

  • Works in a plant/manufacturing environment that involves the use of industrial machinery and chemicals. Employees must be able to correctly wear and use any Personal Protective Equipment (PPE) required at the location

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Company:

Afinitas