Customer Service Manager (Inside Sales Support)

Overview

As the Customer Service Manager (Inside Sales Support), you will lead the customer service function for our expanding Charleston market, ensuring a seamless and efficient ordering experience from start to finish. This role oversees the customer service team, coordinating all aspects of the customer order process—including acknowledgements, payments, deliveries, and back orders—while maintaining strong relationships with customers and internal departments. The ideal candidate combines leadership and operational excellence with a commitment to providing exceptional service, supporting our continued growth as a leading distributor of building products across the Southeast.

Key Responsibilities

• Lead, coach, and motivate the inside sales team to consistently achieve revenue targets and KPIs.
• Develop and implement sales strategies, scripts, and best practices to drive new business and customer retention.
• Monitor daily sales activity, pipeline health, and conversion metrics to ensure strong performance.
• Provide regular training, mentorship, and performance feedback to sales representatives.
• Manage the CRM system to ensure accurate lead tracking, pipeline visibility, and reporting.
• Handle escalated client issues and maintain strong relationships with key accounts.
• Recruit, onboard, and develop top inside sales talent to build a high-performing team.
• Oversee order processing: acknowledgements, approval documentation, payment acceptance, and delivery scheduling.
• Attract potential customers by answering product and service questions and suggesting additional products/services.
• Maintain customer records by updating account information.
• Resolve product or service problems by clarifying complaints, determining causes, selecting solutions, expediting corrections, and following up to ensure resolution.

Experience & Education

• Bachelor’s degree or equivalent experience strongly preferred.
• 1–2 years previous management experience in wholesale distribution or related industry strongly preferred.
• Proven track record in process improvement and operational efficiency.

Skills

• Strong communicator, skilled in conflict resolution, change management, and building team engagement.
• Ability to quickly learn product knowledge and processes.
• Proficient in Microsoft Office, Outlook, CRM systems, and general digital literacy.
• Ability to react well in a fast-paced environment and follow through on commitments.

Core Competencies

• Customer Focus: Demonstrates a deep commitment to understanding and meeting customer needs.
• Problem Solving & Decision Making: Proactively identifies issues and develops effective solutions.
• Process Improvement: Continuously seeks ways to streamline workflows and enhance service delivery.
• Team Leadership & Development: Inspires, motivates, and develops team members to achieve high performance.
• Communication & Collaboration: Clearly conveys information and works effectively with other departments.
• Adaptability & Change Management: Responds positively to change and remains effective in a fast-paced environment.
• Accountability & Emotional Intelligence: Takes ownership of outcomes and fosters a positive team environment.

Technical Competencies

• Data Analysis & Reporting: Ability to interpret sales and customer service metrics to drive improvements.
• CRM System Mastery: Advanced use of CRM systems for tracking, reporting, and customer engagement.
• Digital Literacy: Comfort with new technologies and digital tools relevant to inside sales and customer service

EEO
At Construction Resources, our people are the driving force behind everything we do. Construction Resources is an equal opportunity employer that aspires to be the best in the business by building an associate experience that celebrates growth, development, and purpose.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to speak or hear. The employee is frequently required to sit for extended periods of time, stand, walk, climb stairs, use hands to finger, handle or feel, and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

POSITION TYPE/EXPECTED HOURS OF WORK
This is a full-time position that requires overtime as business needs dictate.

OTHER DUTIES
Please note:  this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

PRIVACY NOTICE
We value your privacy and want to ensure transparency regarding the collection and processing of your personal data. As part of our recruitment process, we require your explicit consent to collect, store, and process your personal information, including but not limited to your resume, contact details, professional experience, and other relevant data.

This data will be used solely for recruitment and hiring purposes in accordance with our privacy policy and applicable data protection regulations. Your information will be stored securely and will not be shared with third parties without your consent.

By submitting your application, you agree to the collection and processing of your personal data for the purposes stated above. You may withdraw your consent at any time by contacting us at recruitment@crhomeusa.com.