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Sterling Engineering · 5 days ago

Sales Support Manager

Schaumburg, IL

Full-time

Onsite

Mid, Senior Level

$85K/yr - $90K/yr

3+ years exp

Sterling Engineering is partnering with a new client that is expanding their team. They are seeking a Sales Support Manager to oversee call center operations, order entry, and customer-facing support functions, focusing on optimizing processes to enhance customer satisfaction and sales performance.

ConsultingInformation Technology

Growth Opportunities

Hiring Manager

Erik Butzen

Responsibilities

Manage, coach, and mentor a team of call center representatives and order entry personnel

Oversee workforce scheduling, staffing levels, performance reviews, and ongoing development

Establish clear KPIs and performance metrics aligned with service level expectations and company goals

Promote a positive, collaborative, and accountable team culture

Manage day-to-day inbound and outbound call center activities to ensure exceptional service delivery

Monitor call flow, wait times, and agent performance; implement solutions to maximize efficiency

Handle escalations and ensure timely resolution of customer issues

Identify trends in customer inquiries and work with cross-functional teams to implement improvements

Oversee all order processing activities, ensuring accuracy, timeliness, and compliance with company standards

Develop and refine order entry procedures to reduce errors and improve turnaround times

Support the sales team with pricing, quotes, order validation, and product information

Serve as the main point of contact for order-related inquiries, problem-solving, and internal communication

Qualification

Call center managementSales supportOrder entry processesCRM/ERP systemsManufacturing experienceCustomer service operationsTeam leadershipCommunication skills