Customer Service & Inside Sales Manager

Company Overview:

REHAU is a global, family-owned leader in polymer-based solutions, operating in more than 50 countries with over 20,000 employees worldwide. Through our Interior Solutions division, we provide innovative surface, component, and furniture solutions for residential and commercial spaces, combining design, quality, and sustainability.

Position Summary:

Responsible for leading and developing the Customer Service and Inside Sales function, ensuring excellent post-sale customer experience while actively driving revenue growth through structured inside sales activities

This role is accountable for creating a phone-based selling culture, establishing clear processes, KPIs, and coaching routines, and acting as the bridge between customers, field sales, supply chain, and finance.

Key Activities:

• Lead day-to-day customer service operations, including order entry, order management, tracking, and issue resolution

• Ensure high service levels, accuracy, responsiveness, and customer satisfaction

• Own customer complaint management and resolution process, escalating when required

• Ensure accuracy and integrity of customer master data and order information

• Create and continuously improve workflows and service processes

• Build and scale a structured Inside Sales function focused on phone-based selling

• Define and implement inside sales processes, call strategies, scripts, and follow-up standards

• Drive upselling, cross-selling, customer reactivation, and opportunity qualification

• Establish and manage KPIs such as call activity, pipeline, conversion rates, and revenue

contribution

• Partner closely with Field Sales, Specification and Key Account Managers to maximize coverage and efficiency.

• Create a strong performance culture with clear expectations, accountability, and continuous feedback

• Set clear objectives, monitor performance, and conduct regular feedback and development discussions.

• Foster a customer-centric, performance-driven, and collaborative team culture

• Provide regular reports and insights to Sales Management

• Support strategic decision-making with data and performance analysis

• Actively collaborate with Supply Chain, Finance, and Marketing to ensure aligned execution

Core competences:

• Customer Service and Order Management processes

• Inside Sales methodologies and phone-based selling techniques

• CRM systems and sales analytics

• Pricing, order flow, and basic supply chain understanding

• Customer relationship management and complaint handling

• Commercial KPIs, funnel management, and conversion metrics

• Proven leadership experience managing teams

• Experience in B2B environments, preferably manufacturing or industrial markets

• Solid understanding of inside sales and phone-based selling models

• Customer-centric mindset with commercial acumen

• Data-driven decision making and KPI management

• Excellent communication and stakeholder management skills

Location: Remote from any of the following locations: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kentucky, Maryland, Michigan, Minnesota, Nevada, New Jersey, North Carolina, North Dakota, Pennsylvania, Tennessee, Texas, Virginia, Washington, Wisconsin