Job Description

Customer Relations & Sales Manager

This role is responsible for ensuring customer satisfaction, sustaining profitable sales, and managing escalations across customer accounts. Unlike a traditional sales manager, this position does not focus on prospecting or cold calling. Instead, it combines client success management with customer service leadership. The individual will serve as the first responder to customer calls regarding quality or field issues (in partnership with the Quality team), as well as the first point of escalation for the Customer Service department.

The role also plays a critical part in managing and supporting partner relationships. Our partners are both stakeholders and customers, and this position helps ensure their growth strategies are supported wherever appropriate, balancing customer satisfaction with sustainable margins and operational alignment.

The goal of this position is to strengthen customer and partner relationships, protect margins, and align cross-functional support between Sales, Customer Service, and Operations.

ESSENTIAL JOB FUNCTIONS FOR THIS POSITION:

Quickly and efficiently respond to internal and external requests related to order status, defects, expedites, troubleshooting, credits, pricing, delays, volume management, farm outs, order/scheduling related corrective actions and all order entry/customer interface portals. Handles partner/customer sales & facilitate projects Manage price lists, changes, and special pricing to ensure proper contribution and profitability. Review and validate new business opportunities to confirm margin and contribution thresholds before acceptance. Coordinate with production and scheduling to ensure alignment of customer needs with plant capabilities. Develop and track account-level goals to sustain and grow profitable volume. Report out sales vs budget and known reasons for shortfall/surplus

CUSTOMER SERVICE & ESCALATIONS

Act as the first point of escalation for Customer Service and Scheduling representatives on order status, credits, expedites, defects, and troubleshooting. Respond directly to customer calls regarding quality or field issues, coordinating with the Quality team for resolution. Ensure prompt, effective communication with customers to maintain satisfaction while protecting business interests. Drive process improvements to reduce repeat issues and enhance customer experience.

PARTNER RELATIONSHIP MANAGEMENT

Collaborate with partners to ensure their growth strategies are supported, aligning supply, service, and capacity where appropriate. Maintain strong communication with partner representatives to balance customer satisfaction with company goals. Represent the company in partner discussions related to margin, service performance, and growth opportunities.

CROSS-FUNCTIONAL LEADERSHIP

Partner with Customer Service, Scheduling, and Quality teams to ensure seamless communication and issue resolution. Provide guidance, coaching, and backup support for customer service staff when needed. Participate in management meetings to represent customer voice, partner priorities, and margin protection considerations. Develop and maintain SOPs, best practices, and escalation protocols across the sales/service interface.

REQUIRED EXPERIENCE

Industry experience in corrugated manufacturing or related environment. 5+ years' leadership experience in sales support, account management, and/or customer service. Strong financial acumen with ability to analyze margins and contributions. Proficiency in Microsoft Office Suite (Excel, Word, Outlook). Excellent verbal and written communication skills; ability to manage difficult conversations.

PREFERRED EDUCATION / EXPERIENCE

Bachelor's degree in Business, Operations, or related field. Experience in fast-paced manufacturing environments. Proven ability to implement process improvements across customer-facing teams. Knowledge of Power BI reporting Prior experience managing key customer/partner accounts with shared strategic objectives.

KEY SUCCESS MEASURES

Sustained margins and contribution on accounts. Customer and partner satisfaction and retention rates. Alignment with partner growth strategies where appropriate. Resolution speed and effectiveness for escalated issues. Reduction in repeat service or quality complaints. Effective communication and collaboration across Sales, Customer Service, Operations, and partner teams.

PREFERRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.)

Proficient in Microsoft Office (Outlook, Excel, Word) Strong verbal and written communication skills Ability to multi-task with continuous interruption while maintaining priority

OTHER INFORMATION

The essential job functions and major job functions are not intended to be an all-inclusive list of the job functions that an individual will be required or expected to perform. Position Descriptions may be changed or revised by the Company from time to time at its sole discretion.

Salary Range, $90k - $100K

This Position Description is not intended to guarantee, and does not guarantee, ongoing employment or employment for a definite term, either in this position or with the Company. Absent an enforceable written contract to the contrary, and to the fullest extent allowed by federal, state and local law, an employee's employment relationship with the Company is at-will.



Our organization is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.