Sales & Customer Service Manager

Job Summary:

This position is responsible for managing sales, customer service, account management, and business development activities to drive revenue growth and customer satisfaction. Responsibilities include the development, training, and management of the new business development process from lead vetting through commercialization and launch; managing key customer relationships; overseeing the sales process; and managing and coaching the Customer Service team from purchase order receipt through ready-to-ship while ensuring high customer satisfaction.
The Sales and Customer Service Manager serves as the primary point of contact for key accounts, identifies new business opportunities, develops strategic account plans, and builds and maintains meaningful relationships built on mutual trust and respect with external customers and internal stakeholders. This role is responsible for achieving sales objectives, ensuring customer retention, and collaborating cross-functionally to support the successful commercialization and delivery of products and services.
Responsibilities

1. Sales & Business Development
   • Develop, train, and manage business development activities from lead vetting through commercialization and launch to ensure the company meets or exceeds budget and revenue goals.
   • Develop and execute sales strategies to achieve revenue and profitability targets.
   • Research accounts, identify key players, generate qualified leads, and convert opportunities into purchase orders and long-term business relationships.
   • Follow through with leads and new sales opportunities generated from online inquiries, trade shows, networking events, calls, emails, and referrals.
   • Research and identify new business opportunities within the nutraceutical, food manufacturing, and related markets.

1. • Effectively represent the company by presenting products and services through virtual meetings, in-person meetings, trade shows, conferences, and customer visits.
   • Present new products and existing off the shelf products, negotiate contracts, and support the commercialization of new opportunities.
   • Plan and travel to customers as needed to conduct outside sales activities and build customer relationships.
   • Attend annual industry-related trade shows, conferences, and networking events to generate leads and strengthen customer relationships.
   • Work with Marketing and R&D to develop effective sales presentations, promotional materials, and customer engagement strategies.
   • Support leadership with sales forecasting, sales analysis, and business reporting.
   • Meet goals and objectives established by leadership.
2. Customer & Account Management
   • Cultivate, maintain, and strengthen relationships with existing customers and key accounts.
   • Understand customer order and fulfillment needs, preferences, objectives, and pain points to provide tailored solutions.
   • Meet regularly with customers to ensure a positive working relationship, service levels are on target and address any gaps with practical solutions that maintains customer satisfaction and trust.
   • Serve as the primary point of contact for key customer accounts and ensure timely resolution of inquiries and issues.
   • Ensure high levels of customer satisfaction by addressing customer concerns promptly and professionally.
   • Collaborate with internal teams to resolve issues related to product quality, delivery, service, or account management.
   • Continuously seek customer feedback to improve products, services, and the overall customer experience.
   • Develop and implement strategic account plans designed to maximize sales growth, customer retention, and profitability.
3. Customer Service Management
   • Coach, mentor, and develop the Customer Service team to ensure exceptional service levels and operational effectiveness.
   • Ensure purchase orders remain on track to deliver on time and in full while maintaining high customer satisfaction.
   • Monitor customer service performance and implement continuous improvement initiatives.

1. • Maintain accurate and up-to-date records of customer interactions, opportunities, and account activity through CRM management.
   • Establish and monitor customer service metrics and performance standards.
2. Strategic Planning & Analytics
   • Analyze market trends, customer feedback, industry developments, and competitor activities to support business growth strategies.
   • Forecast sales targets and monitor performance against established goals.
   • Track and report key sales and customer service performance metrics, including lead generation, conversion rates, revenue generation, customer retention, customer satisfaction, and on-time-in-full delivery performance.
   • Develop reports and dashboards to provide actionable insights to leadership.
   • Support strategic planning initiatives that drive growth and operational excellence.
3. Cross-Functional Collaboration
   • Assist with the effective development of new products by understanding customer needs and market requirements.
   • Collaborate with Research & Development, Quality, Operations, Marketing, Project Management, and Customer Service teams to ensure new and existing business remains on track.
   • Support commercialization efforts and ensure successful product launches.
   • Facilitate communication between customers and internal stakeholders to ensure alignment on project expectations and timelines.
4. Field Sales Activities
   • Conduct face-to-face meetings with customers and prospects at their locations to discuss product offerings and business opportunities.
   • Travel throughout the United States to meet with customers, prospects, and industry partners. Approximate up to 25%
   • Demonstrate products and services in person, providing detailed information and responding to customer questions.
   • Develop and maintain a schedule of regular visits to key accounts to support ongoing engagement and customer satisfaction.
   • Participate in on-site customer meetings, presentations, trade shows, conferences, and training sessions.
   • Perform sales, account management, business development, and customer 

relationship activities outside the company’s place of business or home office for more than half of the employee’s working time, and notify Human Resources and management if this requirement is no longer met.

1. Supervisory Responsibilities

• • Lead, mentor, and develop a high-performing sales and customer service team while fostering a culture of excellence, accountability, and continuous improvement.
  • Monitor team performance and conduct regular evaluations, coaching sessions, and performance feedback discussions.
  • Provide training and development opportunities for new and existing employees to ensure they possess the skills and knowledge necessary for success.
  • Establish individual and team goals and monitor progress toward achieving organizational objectives.
  • Partner with Human Resources regarding recruitment, onboarding, performance management, performance improvement plans, disciplinary actions, employee relations matters, and other people-management responsibilities.
  • Support succession planning and talent development initiatives.

Food Safety Responsibilities

• Every employee is responsible for Food Safety
• Follow all Good Manufacturing Practices and Pre-requisite programs if in processing or warehouse areas including:
  • Personnel Hygiene (including hand wash procedures)
  • Personnel Processing Practices
  • Food Defense Procedures

• Must report food safety and quality problems to personnel with authority to initiate action: SQF Practitioner, Quality Management, Plant/Production Management, or Supervisors

Qualifications and Skills

• 4+ years performing functions in a Sales role in a supplement, nutraceutical, food, beverage or confectionary environment
• BA/BS in Nutrition, Food Science, Communications, Marketing, Business, or related field
• Supplement, Nutraceutical or Food/beverage Manufacturing experience is strongly preferred
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Knowledge of ERP NetSuite, a plus
• Packaging experience preferred, not required
• Excellent communications skills (verbal and written)
• Strong phone presence and listening skills
• Highly organized with attention to detail
• Ability to multi-task, prioritize and manage time effectively
• Ability to lift to 25 lbs.
• Must be able to climb 2 flights of stairs various times per day