performance driven since 2003

U.S. Sales and Customer Service Supervisor

Generally Reports to:             U.S. National Sales Director

Status:                                     Exempt


Offers support to U.S. domestic sales team.  Supervises the customer service team.  Prospects and onboards new big box, wholesale, and distribution customers.  Assists with sales support and report generation.  Attends trade shows and represent TROY.

Duties Include (but are not limited to):

  1. Support sales by assisting with customer service issues shipping reconciliation, invoice and pricing reconciliations and product issues.
  2. Manages the onboarding process of new customers by providing pricing, product information, pictures, and suggested product mix. 
  3. Interacts with a production and engineering to provide voice of the customer information on new and existing products. 
  4. Manages escalated customer service issues for all customer channels. 
  5. Assist with promotions, EOY pricing, demand planning, forecasting and SKU rationalization. 
  6. Provide customer service support at times of heavy call and email volume.  
  7. Account review for sales $, margin $ and margin %. 
  8. Ensures all assigned accounts are meeting sales and margin goals.

Key Performance Indicators:

  1. Sales dollars from new accounts
  2. Margins dollars from new accounts
  3. Margin percent from new accounts
  4. Overall customer satisfaction


Base salary plus commission.  Commission adjusted based upon completing goals.