Order Management Leader- Concrete Accessories
Posted 7 days ago
About Us:
Afinitas, headquartered in St. Louis, Missouri, is a global leader in equipment, forming systems, and essential accessory products that support transportation, water, and utility precast concrete infrastructure worldwide. We provide industry-leading production equipment; highly engineered formwork; and a broad portfolio of precast concrete, electrical, and construction accessories, along with structural products and systems designed for bridge, highway, and heavy construction applications. Afinitas is part of BW Forsyth Partners, LLC, the investment group of global manufacturing and engineering consulting firm Barry-Wehmiller, a $3 billion organization with nearly 12,000 team members, united by a common belief: to use the power of business to build a better world.
Job Description:
The Customer Operations and Inside Sales Leader will drive the strategic standardization and optimization of commercial operations across the accessories division. This high-impact role oversees the tactical pre- and post-sales lifecycle, managing project quoting, drawing workflows, inside sales generation, and comprehensive customer service operations. The leader will partner cross-functionally to consolidate order management, eliminate operational silos, and deliver an exceptional customer experience to build a scalable foundation for future growth.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES
Development and Implementation of Consolidated Processes:
- Work with the team to document current commercial operation processes across the accessories division.
- Build and implement scalable standardized processes that
Simplify and enhance the customer experience
Improve efficiency and communication
Facilitate growth and the integration of new product lines
Quoting and Inside Sales
- Oversee the quoting, estimating, and technical drawing workflows
- Build and manage an inside sales function to prospect, qualify potential customers and drive sales
- Develop and implement remote sales strategies, campaigns, and scripts to increase lead conversion rates
- Coordinate with external sales to manage existing customers and hand off qualified leads
- Monitor the team’s activity, provide guidance on opportunities, and assist in closing
Customer Service:
- Drive CRM and ERP use and high data quality, ensuring detailed logging of customer interactions, accurate order entry, proper inventory allocation, and clean reporting
- Establish and monitor key performance indicators (KPIs) for customer service effectiveness
- Lead initiatives to continuously improve processes, response times, service quality, and communication
- Partner with and support external sales to provide a holistic customer experience
Customer Engagement & Problem Resolution:
- Set service level expectations that ensure prompt and professional handling of customer inquiries, complaints, and service requests
- Serve as the escalation point for complex customer issues, working cross-functionally to determine and deliver solutions
- Develop proactive customer service approaches to anticipate and address potential issues before they escalate
Team Management & Development:
- Integrate, hire, train, and develop a high-performing order management team
- Provide coaching and support to team members to enhance their skills and engagement
- Foster a culture of customer focus, problem-solving, and accountability
- Conduct regular feedback sessions and performance reviews
Process Improvement & Efficiency:
- Collaborate with IT, Supply Chain, and Finance to guide the configuration, testing, and rollout of the new corporate ERP
- Identify gaps and inefficiencies in processes and implement solutions to improve service delivery
- Utilize data analytics to track customer interactions and drive improvements
- Collaborate with leadership, operations, supply chain, and sales teams to resolve systemic issues affecting service levels
Reporting & Performance Metrics:
- Measure and publish key sales, customer service, and operational metrics including customer satisfaction scores, response times, and issue resolution rates to leadership, providing actionable insights for growth
- Provide regular reports on performance and improvement initiatives
- Implement feedback loops to gather insights and adjust service strategies accordingly
QUALIFICATIONS
- Bachelor’s degree in business, Customer Service, Communications, or related field
- 5+ years of experience in customer service leadership within a manufacturing, industrial, or service-based industry
- Strong leadership skills with a proven ability to build and manage high-performing teams
- Excellent problem-solving, communication, and conflict-resolution skills
- Experience with CRM systems, customer analytics, and service improvement initiatives
- Ability to develop and implement customer service policies, procedures, and training programs
This role is critical in building a customer-centric culture and ensuring a seamless service experience. If you are passionate about leading teams and enhancing customer relationships, we encourage you to apply.
WORK ENVIRONMENT
- Works in a plant/manufacturing environment that involves the use of industrial machinery and chemicals. Employees must be able to correctly wear and use any Personal Protective Equipment (PPE) required at the location
#L1-RA1
At Barry-Wehmiller we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions. Please let us know if you require reasonable accommodations during the interview process.
Barry-Wehmiller is an equal opportunity employer. M/F/D/V This organization uses E-Verify.
Company:
AfinitasWe’re Building A Better World. We’re more than just a successful capital equipment and engineering solutions firm. We’re an organization fiercely committed to improving the lives of our team members across the globe. By providing meaningful work in an environment of care and compassion, we send them home fulfilled by their time with us, rather than drained by it. We understand what every human being on the planet desires: to know that who they are and what they do matter. As a business, we have a unique opportunity to let them know that they do. Through our Truly Human Leadership culture and personal growth initiatives, we help them become their best selves. And when we bring out their best, they give their best. To their work, their team members and friends, our customers and suppliers, the people in the communities in which they work and live, and--most important of all--to their families. And before you know it, a better job has helped build a better world!
Key team members
Carol O'Neill
Joselin Jose Paul Jose
Lyle Johnson
Michele Allamprese
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