Customer Service Manager

Job Description

Job Description

Position Title : Customer Service Manager

Department : Sales

Location : Fenton, MO

Reports To : VP of Sales and Marketing

Classification : Salary - Exempt

Position Summary :

We are seeking an experienced and motivated Customer Service Manager to lead and oversee our Inside Sales and Order Entry teams. This role is responsible for driving exceptional customer satisfaction, streamlining order processing, and supporting sales growth through effective leadership, process improvements, and cross-functional collaboration. The ideal candidate will combine strong people management skills with a solid understanding of customer service, sales operations, and order fulfillment.

The Customer Service Manager will manage a team of 5-8 personnel in the following functions : customer service, order entry, and inside sales (outbound and inbound telephone sales) personnel. This position will be responsible for establishing and measuring critical Key Performance Indicators for the department and ensuring customer satisfaction across all brands.

The ideal candidate will play a pivotal role in driving the group's sales and order execution performance, developing strong relationships with key customers, and translating market intelligence into actionable results. This is a high-impact, high-visibility position with direct influence over business performance.

Essential Job Duties :

Key Responsibilities :

• Manage and provide leadership to the Inside Sales and Order Entry teams, ensuring alignment with company goals and customer expectations.
• Develop, train, and coach team members to enhance performance, product knowledge, and customer engagement.
• Monitor and evaluate team performance through KPIs, sales targets, order accuracy, and service metrics.
• Oversee, order request to order processing ensuring accurate and timely order entry, pricing, and fulfillment.
• Collaborate with Sales, Operations, Finance, and Supply Chain teams to resolve issues and improve processes.
• Identify opportunities for process improvements that increase efficiency, accuracy, and customer satisfaction.
• Handle complex customer inquiries, escalations, and problem resolution with professionalism and urgency.
• Prepare reports and analysis on sales activities, order metrics, and customer service trends for senior management.
• Implement and enforce policies, procedures, and best practices to maintain high service standards.
• Support business growth by assisting with quotes, proposals, and customer communications as needed.
• Oversee inside sales activities, including responding to customer inquiries, generating quotes, and supporting the sales team in achieving revenue targets.
• Maintain responsibility for customer pricing updates, ensuring timely and accurate changes in line with company strategy and market conditions.

Strategic Growth & Business Development

Customer Engagement & Relationship Management

Performance & Forecasting

Required Education :

Required Experience / Skills :

Performance Metrics :

About Control Devices, LLC

Control Devices, LLC ("Control Devices" or "CD") is a leading designer & manufacturer of high-quality flow control valves, condensate removal traps, related components & accessories serving the compressed air, pressure washer, vehicle systems, fire protection, specialty gas, & the industrial, agricultural & food service float valve markets. CD prides itself in the ability to design, innovate & manufacture flow control valves for custom applications & offers a line of standard products that has grown over the years. CD is based in Saint Louis, MO & its products are sold on a global basis to O.E.M.'s, Distributors & End Users.

CD offers competitive compensation, a comprehensive benefits package, paid time-off, steeled-toed shoes reimbursement, casual dress work environment, and a solid 401(k) retirement plan to promote financial security.

Control Devices, LLC provides is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

All offers of employment with Control Devices are contingent upon successful completion of a Background Check and Drug Screen.