Sales and Customer Service Manager

POSITION OBJECTIVE: Sales and Customer Service Manager is responsible for the successful achievement of sales and profitability goals for the company. This individual is expected to execute the company and customer-specific sales strategies and initiatives while focusing on the ongoing development of business relationships across the entire B2B and Bulk selling network. We are looking for dynamic and results-oriented candidates with proven account management acumen and a demonstrated ability to utilize category data-driven insights to create and execute compelling and business-shaping sales achievements. Additionally, this position will entail the management of the customer service department with the primary goal of executing professional, concise, and effective customer communications and support while consistently exceeding customer expectations via offering exceptional service.ESSENTIAL DUTIES AND RESPONSIBILITIES: The ideal candidate will have a strong history of leading and driving sales growth through the management of large corporate/retail customer relationships. They will be able to thrive within an entrepreneurial and dynamic business setting. They will exhibit leadership skills and build a team that is team-focused, communicative, and enthusiastic about helping customers improve their experience interacting with Allegiant Health, while finding creative ways to increase revenue and profitability for the company.SALES:·        Manage existing accounts, while seeking opportunities for extension of new product placement.·        Service existing accounts, obtaining orders, and establish new accounts by planning and organizing daily work schedules to cold-call existing or potential clientele.·        Exceed revenue and efficiency targets established by management.·        Pioneer and maintain relationships with clients and seeking feedback to improve the "overall client experience" on behalf of the company. ·        Identify B2B retail targets for Allegiant's control label (HealthA2Z) placement where possible.·        Recommend changes (products, service, policy) by evaluating results and competitive intel. ·        Anticipate customer needs - proactively addressing them before they become problematic.·        Track new products and Rx2OTC switches, as well as emerging trends in OTC/healthcare.·        Recommend product ideas to Sourcing based on client feedback.·        Provide clients with technical assistance with products and estimated times of delivery.·        Expedite urgent issues to specific Leadership Team individuals toward prompt resolution.·        Build positive client relations by regular check-ins; follow-up on active process adherence.·        Establish a pipeline of NEW potential customers; work towards expanding and growing sales across all products and channels within the health and wellness industry.·        Monitor industry competitors, new products, and market conditions to understand our customers specific needs.·        Attend approved Client offices, Trade shows and conferences as requested.CUSTOMER SERVICE:·        Set a new benchmark for consistent, solution-driven, positive and professional client service experiences at every touchpoint.·        Institute a new Lead Time policy by customer channel/tiers (B2B and Bulk), based on complexity and quantitative (profitability, line-changeover cost) measures.·        Capture and direct client complaints or complex queries to relevant departments in a timely manner (24-hour base turn-around time) ·        Manage client inquiries and by being proactive; ensure customers are alerted of order status/delays, backorders (prioritized and based on urgency) via phone, email, online, or in person; this individual will know which of these levers to pull and appropriateness given the circumstance.·        Tool Maintenance:-      Client records and documenting SOP/processes.-      Customer service module (JD Edwards platform), including sales order entries, customer terms, customer addresses, research, credit holds, back-order review, order inquiries.·        Ensure response time (within 24 hours) for EDI submissions of new customer orders.·        Spearhead communications between various departments to support customer needs - ie: Finance, Planning, Operations, Warehouse, Logistics, Procurement, Production Managers.·        Lead, empower, motivate, and reward customer service representatives; escalation point for managing critical customer service situations.·        Develop and implement client experience strategies to enhance satisfaction and loyalty.·        Consistent analysis of customer feedback to identify areas for improvement.·        Coordinate with the Commercial team to ensure consistent messaging and brand experience across all client interactions.·        Train and mentor Customer Service representatives and other staff on best practices for client interaction and satisfaction.·        Anticipate and resolve customer complaints by investigating problems, developing solutions, preparing reports, making recommendations to Management. QUALIFICATIONS:·        Bachelor's degree; MBA preferred.·        5-10 years of experience in client-facing roles; previous people-management responsibilities.·        Strong leadership, polished communicator/presenter, and effective time management skills. ·        Able to be present at Allegiant Health (Deer Park, NY).·        Possess a team-first mentality, with a creative and entrepreneurial mindset.This role is set to be the successor to the SVP, Sales who has been with the company for over 25 years. The salary will be a combination of base + commission. This is a new role!

Created: 2025-06-06