Inside Sales and Customer Service Manager

Bachelor’s degree in Sales, Marketing, Business Administration, or related field; or 8+ years of inside sales and customer service leadership experience in the engineered-to-order industrial equipment industry. Strong ERP/MRP experience (Epicor Kinetic preferred), proven ability to lead teams in high-volume quoting and order management, and experience in complex project/order risk assessment.

Leads the daily operations of the Inside Sales and Customer Service teams to ensure timely, accurate, and profitable quote-to-order-to-shipment execution. Accountable for achieving bookings targets, margin protection, and customer satisfaction while ensuring efficient order handoff to Operations and Engineering. Acts as the tactical lead in standardizing quoting processes, improving win rates, and enhancing the customer experience, all in direct support of Autoquip’ s mission of being “the easiest to do business with and the easiest to install.”

• Supervise, coach, and develop the Inside Sales and Customer Service teams to maximize throughput and ensure professional, customer-focused experience.
• Oversee all quoting activities to ensure accuracy, margin protection, and compliance with standard configurations and approved pricing.
• Manage high-risk and complex project quotes, ensuring alignment with margin targets, delivery capability, and technical feasibility before commitment.
• Drive consistent application of standardized processes in Epicor Kinetic to minimize downstream errors and rework.
• Partner with Regional Sales Managers to follow up on outstanding quotes, convert opportunities to orders, and maintain bookings momentum.
• Ensure clean and complete order handoff to Engineering and Operations, including all documentation, customer requirements, and contractual terms.
• Monitor product group and options management in the configurator, ensuring cost and functionality accuracy in collaboration with Engineering.
• Track and improve departmental KPis: quote accuracy, order entry accuracy, quote-to-order conversion rate, and bookings achievement.
• Oversee invoicing terms setup and order data management to support timely and accurate invoicing and receivables.
• Resolve escalated customer issues quickly, maintaining positive relationships and protecting Autoquip’s reputation.
• Participate in the Order Oversight Program to validate order feasibility, risk, and margin protection prior to release.
• Collaborate with cross-functional teams to advance continuous improvement initiatives, quoting speed, and customer responsiveness.
• Conduct annual performance reviews, address performance gaps, and foster a team-oriented, accountable culture.

• Strong ERP/MRP skills, Epicor Kinetic preferred.
• Knowledge of mechanical/electrical systems and ability to interpret drawings/specifications.
• Proven ability to manage inside sales processes in a complex, engineer-to-order environment.
• Excellent leadership, coaching, and team development skills.
• Strong organizational and multitasking abilities.
• Effective communicator with strong negotiation and conflict resolution skills.
• Data-driven decision-making mindset, with ability to track and act on performance metrics.
• Customer-focused with a sense of urgency and high standards for service.

• Bachelor’s degree in Sales, Marketing, Business Administration, or related field.
• 8+ years of inside sales/customer service experience in the industrial equipment industry, with at least 3 years in a leadership role.
• Experience managing high-volume quoting and order processing in an ERP environment.
• Familiarity with ISO, TQM, and continuous improvement processes.
• Demonstrated success in driving process standardization, conversion rate improvement, and customer satisfaction metrics.