Customer Service and Sales Manager

Trust Automation

Trust Automation has over 30 years of experience in custom motors, linear drives, digital drives, and systems which meet the unique needs of its customers. Its product line includes motors, linear drives, digital drives, custom assemblies, and products to fit unique applications and ground-up system design and manufacturing solutions.  We design, build and support control and power management systems for the most demanding defense, semiconductor, industrial automation, and medical applications.

Trust Automation is an equal opportunity employer and committed to attracting, hiring, developing, and retaining a skilled, productive, and diverse workforce, personnel with competencies and experience related to the regional and State population.  Every employee has an “at-will” relationship with Trust Automation.  This means that employment with Trust Automation is at the mutual consent of the employer and the employee and is subject to termination by either party at will, with or without cause or advance notice. 

Job SummaryThe Customer Service and Sales Manager is responsible for overseeing the team that serves as the central point of contact for Trust Automation’s customers. This position ensures that every interaction, whether a quote request, order entry, shipment update, or return is handled with professionalism, urgency and attention to detail. The Manager leads by example, fostering a culture of proactive communication, team accountability, and genuine enthusiasm for sales and customer success. This role is critical in building trusted internal and external relationships and in driving the operational excellence necessary to support the company’s growth.

Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential functions.

• Lead and manage the Customer Account Specialist team, providing guidance, coaching, performance evaluations and day-to-day oversight.
• Oversee the entire order lifecycle, from intake through fulfillment, including order entry into ERP, customer acknowledgments, tracking and on-time delivery.
• Promote a customer focused culture that values responsiveness, clear communication, and timely follow-through. Ensure each order is treated with urgency and enthusiasm.
• Manage customer communications regarding quotes, orders, RMAs, service coordination and general inquiries with accuracy and professionalism.
• Develop and maintain internal tools, reporting structures, and KPIs to monitor order trends, team performance, customer satisfaction and forecast changes.
• Drive cross-functional collaboration with Sales, Engineering, Production, Materials, Accounting and Marketing to resolve order-related issues and support company objectives.
• Oversee the RMA process, including customer coordination, internal repair tracking, ERP processing and timely resolution.
• Collaborate with executive leadership to support sales planning, budgeting and department-level goal setting.
• Ensure compliance with ISO requirements related to customer satisfaction and feedback; collect and report findings regularly to executive leadership.
• Travel as needed for customer visits, trade shows, or key account engagement.

Supervisory Responsibilities

This position directly supervises the Customer Account Specialist team.

• Recruit, interview and make hiring recommendations.
• Set priorities and allocate responsibilities among the team.
• Establish departmental procedures and performance standards.
• Monitor and review work, provide ongoing feedback, and support professional development.
• Conduct formal performance evaluations and manage disciplinary or promotional actions as necessary.

Position Requirements

• Bachelor’s degree in business, communications, or a related field; or an equivalent combination of education and experience.
• Minimum of 2 years of management experience in customer service, inside sales, or operations, ideally in a manufacturing or technical environment.
• Strong working knowledge of ERP systems, with the ability to manage order entry, inventory visibility, returns, quoting, and reporting through ERP software.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), with experience creating reports, dashboards, and presentations.
• Exceptional communication skills, written, verbal, and interpersonal, with the ability to influence and lead across multiple departments.
• Proven leadership experience, with a focus on team development, accountability and driving results.
• High attention to detail, strong organizational skills, and a proactive approach to identifying and resolving problems.
• Understanding of budgeting and fiscal responsibility within a department.
• Willingness to travel as needed.

• Hearing and speaking to exchange information in person, on the telephone or virtually.
• Dexterity of hands, fingers, and wrist to operate a computer keyboard, calculator or assemble/manufacture intricate items.
• Seeing to read a variety of materials.
• Sitting or standing for extended period of time
• Physical agility to lift 20 pounds to shoulder height.
• Physical agility to lift, carry, push, or pull objects.

Pay scale for this position - $85,529.60- $100,000.00 annually