- *Client Fulfillment Manager**
We are seeking an experienced and results driven Customer Fulfillment Manager to lead and develop our inside sales / customer care team. In this role, you will play a critical part in driving revenue growth, building customer relationships, and ensuring seamless coordination between the sales, production, and logistics teams. You will oversee day\-to\-day sales activities, coach the customer care and inside sales team, and contribute to strategic planning for market expansion.
- *Key Job Responsibilities**
Duties will include but are not limited to
- Lead and manage the inside sales/customer care team to achieve and exceed sales targets.
- Develop and maintain strong relationships with new and existing customers in coordination with account managers.
- Monitor and manage the order\-to\-delivery process, ensuring customer satisfaction and timely fulfillment.
- Analyze sales metrics to identify growth opportunities and improve team performance.
- Collaborate closely with engineering, manufacturing, supply chain, and logistics departments to align sales strategies with organizational capabilities.
- Prepare regular performance reports for senior leadership.
- Recruit, train, mentor, and develop inside sales/customer care representatives.
- Identify process improvements and implement best practices for order entry, lead management, customer retention, and upselling.
- Resolve customer issues and complaints promptly and professionally.
- Ensure ERP system is kept up\-to\-date, and that data integrity is maintained.
- Deliver exceptional client fulfillment processes and activities to reimagine our customer experience.
Key Team Development \& Process Implementation Schedule (First 120 Days)
- Activity Metrics (Inputs)
These are leading indicators that measure effort and help forecast pipeline.
- Calls/Emails per Rep per Day
- Talk Time per Rep
- Connection Rate (Conversations Dials)
- Email Open/Reply Rate
- Number of Meetings Set
- Follow\-up Tasks Completed
Purpose: They help you track productivity and ensure reps are staying active in their outreach.
Helps ensure healthy pipeline development and identifies weak points in the funnel.
- Opportunities Created
- Pipeline Coverage Ratio (Pipeline Quota)
- Lead Conversion Rate (Leads to Opportunities)
- Average Deal Size
- Sales Cycle Length
- Stage Conversion Rates (e.g., Discovery to Demo)
Purpose: They show how effectively reps are progressing deals and whether theyre creating enough quality pipeline.
- Revenue \& Outcome Metrics (Outputs)
These are lagging indicators that show the true performance.
- Quota Attainment (%)
- Closed\-Won Deals
- Revenue per Rep
- Win Rate (%)
- Churn Rate (for recurring revenue models)
Purpose: These are your “scoreboard” metrics and tell you if your strategy is actually working.
- Efficiency \& Quality Metrics
These are about optimizing the process and improving rep effectiveness.
- Average Touches to Conversion
- Time to First Contact
- Response Time to Inbound Leads
- Sales Velocity (Deals Win Rate Deal Size Sales Cycle Length)
- Lead Source Effectiveness
Purpose: They help identify where the team can be faster, smarter, and more strategic.
- Coaching \& Development Metrics
These support rep growth and long\-term team improvement.
- Ramp Time for New Hires
- Training Completion Rates
- Call Coaching Scorecards
- Rep Improvement Over Time (e.g., improvement in win rate)
- *Qualifications/Requirements**
- Bachelor’s degree in business, Marketing, Industrial Engineering, or a related field and 5\+ years of inside sales experience, preferably in a manufacturing or industrial environment. Alternatively, 10\+ years of relevant experience. Masters in Business, Finance, similar collegiate experience a plus.
- 2\+ years of proven experience in a sales leadership or management role.
- Strong knowledge of the manufacturing sales cycle and B2B sales principles.
- Proficiency in ERP systems (e.g., Macola, SAP) and Microsoft Office Suite.
- Experience with CRM systems (e.g., Smartsheets, Salesforce, Quickbase).
- Experience with technical or engineered products. Knowledge of supply chain or production planning processes.
- Excellent communication, negotiation, and leadership skills.
- Analytical and data\-driven approach to sales strategy and problem\-solving.
- Ability to thrive in a fast\-paced, collaborative environment.
- International business experience a plus.
Pay: ₹1,200,000\.00 \- ₹1,800,000\.00 per year
Work Location: In person