Fulfillment Manager
3 days ago
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.
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