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 they're 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.