Client Fulfillment Manager

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.