Customer Service Manager, Tampa

Overview

As the Customer Service Manager (Inside Sales Support), you will lead the customer service function for our expanding Charleston market, ensuring a seamless and efficient ordering experience from start to finish. This role oversees the customer service team, coordinating all aspects of the customer order process, including acknowledgements, payments, deliveries, and back orders while maintaining strong relationships with customers and internal departments. The ideal candidate combines leadership and operational excellence with a commitment to providing exceptional service, supporting our continued growth as a leading distributor of building products across the Southeast.

Key Responsibilities

• Lead, coach, and motivate the inside sales team to consistently achieve revenue targets and KPIs.
• Develop and implement sales strategies, scripts, and best practices to drive new business and customer retention.
• Monitor daily sales activity, pipeline health, and conversion metrics to ensure strong performance.
• Provide regular training, mentorship, and performance feedback to sales representatives.
• Manage the CRM system to ensure accurate lead tracking, pipeline visibility, and reporting.
• Handle escalated client issues and maintain strong relationships with key accounts.
• Recruit, onboard, and develop top inside sales talent to build a high-performing team. Processing order acknowledgements from inception, recording approval documents on order acknowledgements, accepting payment if applicable, and setting delivery of product.
• Attracts potential customers by answering product and service questions, suggesting information about other products and services.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Experience

• Bachelor's degree or equivalent experience strongly preferred
• Industry Knowledge: Wholesale distribution, product knowledge, and 1-2 years previous management experience strongly preferred
• Proven track record to build and implement process improvement / efficiencies

Skills and Experience

• Leadership Skills: Strong communicator, skilled in conflict resolution, change management, and building team engagement.

• Ability to quickly learn product knowledge and processes

• Computer skills: Microsoft Office, Outlook, CRM, and general digital literacy

• Ability to react well in a fast-paced environment & follow through on commitments

• PAY RANGE

• PAY RANGE

Starting pay may vary based on factors including, but not limited to, position offered and location.

• Work Location

• Work Location

Onsite - These roles offer the opportunity to be part of a team at a specific physical location. Associates in these locations work in person at a local store, warehouse, or office, supporting daily operations and building strong relationships with their teams.

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Work Location

Onsite - An associate in an onsite role works in a specific Home Depot location in order to complete their job duties.

Multisite - An associate in a multisite role works from multiple locations (e.g. Home Depot location or a customer's homes) to complete their job duties.

Hybrid - A hybrid role blends in-office and remote/virtual work locations. An associate will work from a designated Home Depot location on some days and remote/virtually on others.

Remote/virtual - An associate in a remote/virtual role does not have to be at a designated Home Depot location to complete their job duties.

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