Sales Operations Manager
IDj-7162
Job TypeDirect Hire
Remote TypeOn-Site
We are currently searching for a Sales Operations Manager responsible for the commercial execution of the engineer-to-order special cutting tool business order process. This role owns the quote to order and order to cash execution process, ensuring that customer requirements are captured in accurate quotations, clean orders, effective communication, and disciplined follow up ensuring customer focus and positive customer experience.
The position acts as the operational backbone of Sales, coordinating across Sales, Engineering, Manufacturing, Supply Chain, and Finance to deliver speed, accuracy, and reliability—while protecting margins and capacity in a highly customized manufacturing environment.
This is a direct hire opportunity with a growing manufacturing company in Farmington Hills, MI.
Responsibilities
1. Own & Manage the Quotation Process
Ensuring:
o Accurate scope definition
o Proper routing to Sales Engineering / Application Engineering
o Correct pricing, lead times, and margin expectations
2. Order Management & Order Integrity
Ensuring:
o Orders reflect the approved quote.
o All drawings, revisions, specifications, and approvals are complete.
o Pricing, delivery, and terms are accurate before release.
• Serve as the escalation point for any order follow up:
o Order discrepancies
o Scope clarifications
o Change orders and quotes.
3. Lead Customer Service Team & Order Fulfillment Team
• Establish disciplined order follow up processes:
o Lead time confirmation.
o Milestone communication.
o Initiative-taking delay notification.
o On time delivery tracking.
• Ensure customers receive clear, timely, and professional communication.
• Manage customer expectations while balancing internal capacity and priorities.
• Partner with Operations to resolve delivery risks and expedite decisions when required.
4. Cross Functional Coordination
• Function as a key integrator between:
o Sales
o Engineering / Applications
o Manufacturing
o Supply Chain
o Finance
• Facilitate rapid resolution of:
o Engineering clarifications
o Capacity constraints
o Make/buy decisions.
o Commercial changes during execution
• Enforce clarity on what was sold vs. what is being built.
5. Process, Discipline & Continuous Improvement
• Design, document, and improve quote to cash workflows suitable for an ETO business.
• Establish and track KPIs such as:
o Quote turnaround time.
o Order entry accuracy.
o Engineering rework caused by commercial errors
o On time delivery (OTD)
o Customer responsiveness metrics
• Champion ERP/CRM discipline:
o Data accuracy
o Status visibility
o Standard work
• Identify automation and system improvements to reduce manual handling.
6. Leadership & Team Development
• Directly manage five quoting, order management, and customer service personnel
• Set clear performance expectations and accountability.
• Coach teams on:
o Commercial judgment
o Customer communication
o Technical understanding of special cutting tools
• Build a culture of responsiveness, ownership, and professionalism.
Required Qualifications
• Bachelor’s degree in Business, Engineering, Operations, or related field
• 10+ years’ experience in:
o Sales Operations
o Customer Service
o Quoting or Order Management
o Manufacturing workflows
o Engineering documentation
o ERP and CRM systems
o Special cutting tools, precision tooling, work-holding or industrial engineered products