Sales Operations & Customer Experience Manager

Job Description

Job Description

J&J Truck Bodies & Trailers is seeking a Sales Operations & Customer Experience Manager who is responsible for improving the effectiveness, consistency, and responsiveness of J&J's B2B operations, customer support processes, and marketing coordination activities. This role serves as the primary operational owner for sales operations, customer experience and communication, sales enablement and market support, process improvement, quality, and systems discipline within the Channel Sales & Marketing function.

The position directly leads the inside sales and customer service team, currently consisting of two inside sales team members and three customer service representatives, and is accountable for their day-to-day priorities, performance, service standards, CRM discipline, customer communication quality, and follow-through.

The role supports the broader sales organization by managing CRM usage and data integrity, improving quoting and order handoff processes, coordinating customer communications, tracking sales and service performance metrics, supporting practical marketing execution with the Company's advertising agency, and ensuring customers receive clear, timely, and professional support from inquiry through delivery and post-sale service. The role requires strong process discipline, customer focus, data analysis, hands-on communication skills, people leadership, and cross-functional coordination with sales, engineering, operations, warranty, finance, quality, production teams, and external marketing partners.

Essential Duties and Responsibilities: include the following. Other duties may be assigned. Sales Operations:

• Own the effective use and administration of the Company's CRM platform, ensuring data integrity, consistent adoption, and alignment across sales, warranty, customer communications, leadership reporting, and follow-up processes.
• Develop and maintain sales operations processes, including lead intake, opportunity tracking, quote follow-up, customer segmentation, account documentation, customer handoffs, and sales pipeline reporting.
• Partner with sales leadership to define, track, and report key performance indicators such as lead conversion, quote activity, backlog, win/loss trends, customer response times, complaint trends, and sales goal progress.
• Support the sales team with reporting, dashboards, data analysis, territory/account information, customer lists, follow-up cadence, and recurring sales review materials.
• Identify process gaps between sales, customer service, engineering, order processing, production scheduling, warranty, and finance; recommend and implement improvements that reduce rework, missed handoffs, customer confusion, and delayed responses.
• Coordinate with inside sales, outside sales, order processing, warranty, and other customer-facing teams to ensure sales and customer information is complete, accurate, and actionable before orders move into production, delivery, or post-sale support.

Customer Experience and Communication:

• Define, maintain, and reinforce J&J customer service standards for responsiveness, professionalism, issue resolution, documentation, and communication quality across all customer-facing teams.
• Serve as the primary operational point of coordination for escalated customer experience issues, ensuring concerns are documented, assigned, followed up, and resolved in a timely and solution-focused manner.
• Monitor customer service, warranty, sales communication, and complaint trends; summarize findings for sales, operations, quality, engineering, production, warranty, and leadership teams.
• Develop, maintain, and train team members on customer communication procedures, including phone/email handling, complaint documentation, follow-up expectations, escalation practices, and CRM/ERP recordkeeping.
• Design, conduct, and analyze customer surveys, Net Promoter Score feedback, post-delivery feedback, warranty feedback, and other voice-of-customer tools to identify opportunities to improve the customer experience.
• Coordinate customer engagement activities, including distributor communications, dealer updates, customer notices, product announcements, customer events, trade show follow-up, and targeted outreach campaigns.

Marketing Coordination, Sales Enablement, and Market Support:

• Coordinate practical marketing execution in support of sales leadership, including working with the Company's advertising agency on website updates, campaign execution, lead routing, trade show follow-up, customer announcements, and customer-facing sales materials.
• Collaborate with sales leadership to develop customer and prospect segmentation strategies using CRM, sales history, market research, industry data, and customer feedback.
• Support targeted marketing and sales campaigns designed to improve customer engagement, lead generation, conversion, retention, and revenue growth by coordinating priorities, inputs, deadlines, feedback, and follow-up with the advertising agency and internal stakeholders.
• Assist with preparation and upkeep of sales tools, product information, customer-facing materials, distributor resources, internal communications, and standard customer response materials that improve sales consistency and customer understanding.
• Coordinate inbound customer touchpoints, including website inquiries, digital leads, trade show leads, e-commerce inquiries, phone inquiries, referral leads, and other customer requests to ensure timely routing and follow-up.
• Provide market and customer insight to support pricing, promotion, product planning, sales strategy, channel development, and service improvement efforts.

Process Improvement, Quality, and Systems:

• Document, maintain, and improve standard operating procedures related to sales operations, CRM, customer communication, customer complaints, and order handoffs.
• Observe and comply with all provisions of the Company's ISO 9001 Quality Management System and support continuous improvement activities related to customer satisfaction and process effectiveness.
• Use ERP, CRM, Microsoft 365, and other business systems to improve visibility, accountability, and communication across departments.
• Perform duties in a safe manner, wear required PPE when appropriate, and support a safety-first culture when working in or around manufacturing, upfit, service, warehouse, or yard environments.
• Perform other job-related duties as assigned in conformance with state and federal regulations.
• Practical experience supporting marketing execution, customer communications, lead follow-up, trade show follow-up, sales enablement materials, or coordination with outside marketing/advertising partners preferred.
• Strong communication, organizational, analytical, problem-solving, prioritization, and follow-through skills required.
• Proficiency with Microsoft Office 365, especially Outlook, Excel, Word, Teams, SharePoint, and PowerPoint; experience with CRM, ERP, dashboarding, or reporting tools preferred.

Supervisory Responsibilities:

• This role directly supervises the inside sales and customer service team, currently consisting of two inside sales team members and three customer service representatives. The Director is responsible for leading, coaching, training, prioritizing, and holding these team members accountable for service standards, inbound lead handling, quote and order follow-up, customer communication quality, CRM usage, complaint documentation, issue escalation, and timely follow-through.
• Interview, hire, onboard, train, coach, plan and assign work, monitor performance, conduct performance reviews, set expectations, address complaints, resolve problems, and develop team members.
• The position may also provide day-to-day coordination or process direction to related customer-facing support functions such as warranty administration, sales administration, lead management, marketing support, or other assigned personnel as needed.

Education/Experience:

• Bachelor's degree in Business Administration, Marketing, Sales, Communications, Operations, or a related field preferred; equivalent combination of education and relevant experience may be considered.
• Fix or more years of experience in sales operations, customer experience, customer service management, sales administration, marketing coordination, business operations, or related B2B commercial role preferred.
• Experience in manufacturing, truck equipment, vocational vehicles, industrial equipment, distribution, upfitting, automotive, transportation, or similarly technical B2B sales environments strongly preferred.
• Prior supervisory experience leading inside sales, customer service, sales administration, or other customer-facing commercial support teams required.
• Demonstrated experience improving processes, using CRM or ERP systems, analyzing business data, coordinating customer communications, and working across sales, operations, engineering, production, warranty, quality, and finance functions.

Benefits:

• 401(k) matching
• Dental Insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

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