Inbound Operations Manager

About Company:

Who We Are
Products and solutions with purpose.

We started in a garage with one invention, Martcart™, the world’s first electric shopping cart, born from our founder Bill Sage’s desire to help his grandmother shop independently. From that start, Kiefer Sage has grown into a company that designs solutions and products with purpose, rooted in empathy, guided by innovation, and built to solve real problems.

Our Mission

At Kiefer Sage, we build amazing talent who build amazing businesses that make a difference in overlooked and underserved markets.

Our Core Values

Our values define our culture, guide our decisions, and shape the way we work.

We invest in our people by supporting their well-being, growth, and success.

Summary

The Inbound Operations Manager is responsible for leading the team responsible for customer order entry and related inbound business activities. This position works closely with Sales, Customer Experience, Planning, Operations, Finance, and other functional areas to support accurate and timely order processing and a positive customer experience.

This role is also intended to provide exposure to multiple areas of the organization. As business needs evolve, the Inbound Operations Manager may take on additional projects and responsibilities while continuing to develop their knowledge of the organization and its operations.

Essential Functions

• Lead and support the employees responsible for customer order entry and related inbound activities.
• Manage daily team workload and priorities to support accurate and timely order processing.
• Provide employees with clear expectations, regular feedback, coaching, and opportunities for development.
• Serve as a point of contact for questions or issues requiring additional support or coordination.
• Work closely with Sales and Customer Experience teams to understand customer needs and priorities.
• Coordinate with Planning, Operations, Finance, and other departments to support order fulfillment and resolve order-related questions.
• Maintain a strong understanding of order entry processes, customer requirements, internal systems, and related business procedures.
• Monitor incoming order activity, workload, turnaround times, and other relevant performance measures.
• Assist in developing and maintaining standard processes and procedures for inbound operations.
• Identify opportunities to improve efficiency, accuracy, communication, and the overall customer experience.
• Work collaboratively with team members and other departments to evaluate and implement process improvements.
• Support the implementation of new systems, processes, products, and customer requirements that impact inbound operations.
• Develop a working knowledge of the organization's products, customers, brands, systems, and functional areas.
• Participate in cross-functional projects and business initiatives as assigned.
• Assist the Chief of Staff with operational projects, analysis, and other business priorities as needed.
• Take on additional responsibilities based on business needs and demonstrated capability.
• Perform other duties as assigned.

Management Responsibilities

• Provide day-to-day leadership and direction to assigned team members.
• Establish priorities and coordinate team workload.
• Coach and develop employees through regular communication, feedback, and one-on-one meetings.
• Support employee training and cross-training to develop team capabilities and provide appropriate coverage.
• Monitor team performance and address questions or concerns as needed.
• Promote teamwork, communication, accountability, and continuous improvement.
• Partner with Human Resources and leadership as appropriate on employee development and performance matters.

Competencies

• Leadership
• Initiative
• Decision Making
• Problem Solving
• Communication
• Collaboration
• Adaptability
• Continuous Improvement
• Accountability
• Learning Agility
• Humility

Education and/or Experience

• Bachelor's degree in Business, Management, Operations, Supply Chain, Finance, Marketing, or a related field required.
• Previous leadership, supervisory, or management experience required.
• Two to five years of professional experience preferred.
• Experience in customer service, sales support, order management, manufacturing, distribution, operations, or a related environment preferred.
• Experience working with ERP, CRM, order management, or similar business systems preferred.
• Demonstrated ability to manage multiple priorities and work effectively across functional areas.

Computer Skills

To perform this job successfully, an individual should have:

• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, PowerPoint, and Teams.
• Ability to learn and effectively utilize ERP, CRM, order management, and other business systems.
• Ability to analyze basic operational data and use information to support decision making.

Other Skills and Abilities

• Strong organizational and time-management skills.
• Strong interpersonal and communication skills.
• Ability to lead employees with different levels of experience and responsibility.
• Ability to work effectively in a fast-paced environment with changing priorities.
• Ability to make decisions and take ownership of responsibilities.
• Ability to work collaboratively with employees and leaders across the organization.
• Strong attention to detail while maintaining an understanding of broader business priorities.
• Willingness and ability to learn new areas of the business.
• Desire to take on additional responsibility and continue developing professionally.

Physical Demands

The physical demands described here are representative of those that must be met.