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Customer Care & Inside Sales Manager, North America

Company: Stepan Company
Location: Hartford
Posted on: July 11, 2021

Job Description:

Job Description

The Customer Care & Inside Sales Manager will be responsible for the strategic oversight of the North American Customer Care team in delivering against our service and growth expectations across the SMB (small and medium-sized business) customer base as well as developing and maintaining commercial processes and procedures, which differentiate Stepan Company in its ability to efficiently and effectively reach existing and prospective customers at scale and across multiple sales channels to drive profitable sales growth and increase customer satisfaction and loyalty.  

Additionally, this position will be accountable for implementing strategies to measure and optimize the customer experience as well as liaise with Sales, Marketing, Supply Chain, and R&D to track key customer interactions throughout the evolving customer journey to continually strengthen our integrated customer intimacy model and ensure we are providing high-quality interactions at each step.

This role comes with a relocation package for a candidate that meets the relocation requires to relocate to our headquarters in Northfield, IL.

Sales Performance (50%)

Responsible for leading the NA Customer Care team to manage a roster of SMB accounts and inbound leads.  Success will be measured based on achieving established sales growth targets.
•    Support Customer Care team leader to actively manage the team’s account roster and call plan to achieve optimal sales coverage to maximize value and grow our customer base.
•    Strengthen relationships with customers and distributor partners across functions/levels to drive customer improvement and loyalty and deliver against budgeted growth expectations.  
•    Collaborate with Sales, Marketing, and MarCom on focused accounts, lead management, targeted marketing campaigns, and other opportunities to maximize growth.
•    Identify and communicate customer requirements, capture key insights, solve problems, and identify and deliver on new growth opportunities.
•    Conduct market share analysis to define total surfactant demand across relevant markets and chemistries to assess growth potential and properly deploy resources.
•    Responsible for the development and performance of the customer care team members.

Customer Experience (30%)

Responsible for developing and implementing strategies to measure and optimize the customer experience in order to enhance customer satisfaction and accelerate sales growth.
•    Bring an enterprise-wide approach to drive continuous improvement efforts that increase customer satisfaction and loyalty.  
•    Lead NA Customer Care steering team to maintain alignment between Customer Care, Sales, Technical Service, MarCom, Supply Chain and R&D to build a robust customer engagement strategy and maintain integrated processes that deliver a seamless experience.
•    Lead the organization in customer journey mapping, and expand our customer experience measurement and reporting program, including tools, processes, and systems.  
•    Understand different customer personas within our business to provide a more personalized and relevant approach to daily customer engagements.
•    Partner with Sales to build a robust customer engagement strategy across customer-facing functions that maximizes each customer interaction. 

Order Management (10%)

Responsible for overseeing the order entry and order management activities for our SMB customers and distributor partners in North America
•    Support the NA Customer Care team leader to execute SAP Order Management Processes and Procedures, including receiving and processing purchase orders, re-determining orders as needed, handling customer complaints and returns, and other related topics
•    Identify and report trends, opportunities, and challenges to NA Commercial Steering Team.  Champion continuous improvement efforts to build team efficiency and effectiveness
•    Ensure NA Customer Care team adheres to established Supply Chain processes and procedures to ensure timely and efficient delivery of Stepan products and information to internal and external customers
•    Serve as liaison between Business Team and Supply Chain to maintain alignment and partner on strategic initiatives related to the order management process

Internal Administration (10%)

Deliver against various internal requirements, and track progress against individual and team KPI’s
•    Ensure team utilization of sales systems, tools and reports, customer relationship management (CRM) systems, ERP system reports and other management reports as an information base for planning and commercial performance
•    Frequent monitoring of results, metrics and sales key performance indicators (KPIs) such as sales, profitability, growth, business diversification and others, in view of the budget objectives and targets for the period.  Maintain specific action plans and drive team accountability to guarantee the achievement of established growth targets
•    Ensure team delivers against call plans, enters timely call reports, collects market share information and general market intelligence in Salesforce.com CRM, updates SAP sales forecast and annual budget
•    Oversee management of customer master data, customer text, and new customer set-up
•    Provide ad-hoc support to commercial steering team, business teams, S&OP, etc.


•    8-10 years of experience in sales and/or other related positions required
•    3-5 years of people management experience required 
•    Commercial strategy development experience preferred
•    Experience in inside sales preferred
•    Significant knowledge of relevant markets preferred
•    SAP, Salesforce.com, and Microsoft 365 experience preferred


•    Bachelors Degree or equivalent required, Masters degree preferred


Established in 1932, Stepan Company is a major manufacturer of basic and intermediate chemicals including surfactants, polymers, as well as specialty ingredients that go into consumer, household, and institutional products such as laundry detergents, shampoos, and surface cleaners. Stepan Company currently has 20 global manufacturing locations and over 2,000 employees. We have a strong record of growth. Our growth allows us to provide meaningful career opportunities and stability to our team members. We have big goals at Stepan and know every team member will be crucial to achieving our objectives. Regardless of function, we are looking for team members who bring with them a growth mindset, an entrepreneurial spirit, and the ability to thrive in an evolving environment.


We celebrate diversity at Stepan and are committed to creating a diverse, inclusive environment. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, age, veteran status, or any other status protected by applicable law.


Keywords: Stepan Company, Hartford , Customer Care & Inside Sales Manager, North America, Other , Hartford, Connecticut

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