Customer Success & Inside Sales Manager

Customer Success & Inside Sales Manager

Our client is a market-leading manufacturer and distributor of mission-critical fastening solutions serving OEMs across aerospace, defense, heavy equipment, and industrial markets. To keep pace with double-digit growth, they are searching for a high-energy leader who can elevate the customer journey from first quote through recurring delivery. In this newly created role you will own the inside-sales / customer-management function, coach a tight-knit team, and drive process excellence that fuels margin expansion and unbeatable service levels. If you know the fastener world inside-out and thrive on building scalable teams, this is your chance to put your stamp on a business that is investing heavily in its people, technology, and future.

Why Join?

• Competitive base salary plus up to 12% annual bonus.
• Comprehensive health, dental, vision, and 401(k).
• Professional development budget and clear advancement path as the business scales.
• Modern production & distribution facilities, supportive leadership, and the autonomy to innovate.

What You'll Do

• Champion customer success set the vision, KPIs, and daily cadence that keep on-time delivery, fill rate, and margin goals on track.
• Lead a customer-focused team (35 direct reports) hire, mentor, and inspire inside-sales and service reps to exceed individual and group targets.
• Own demand-to-delivery processes streamline order entry, quoting, VMI/Kanban replenishment, and aftermarket support in partnership with Supply Chain and Operations.
• Collaborate with outside sales on strategic quotes, business reviews, and new program launches to capture profitable growth.
• Drive continuous improvement leverage ERP dashboards (SAP or P21) and advanced Excel models to surface insights, eliminate waste, and scale best practices.
• Act as the voice of the customer rapidly resolve escalations, coordinate cross-functional resources, and ensure every interaction reinforces a "make-it-easy-to-buy" experience.
• Report to executive leadership with clear metrics, budget updates, and project roadmaps that align the inside-sales engine with company objectives.

Required Qualifications

• 35+ years leading customer service or inside-sales teams within fastener, industrial hardware, or related component manufacturing/distribution environments.
• Proven success managing VMI/Kanban, supply-chain, or fulfillment programs for OEM customers.
• Proficiency with ERP systems (ideally SAP or Epicor/P21) plus strong Excel & PowerPoint skills.
• Bachelor's degree preferred (high-school diploma or GED required).
• Data-driven decision maker able to translate dashboards into action, coach for performance, and foster a collaborative, high-accountability culture.