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Client Fulfillment Manager

4 weeks ago

Mumbai, India Tufropes Full time

Client Fulfillment Manager

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.g., 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.g., improvement in win rate)

Qualifications/Requirements

  • Bachelor's 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.g., Macola, SAP) and Microsoft Office Suite.
  • Experience with CRM systems (e.g., 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.