Client Services Manager

At Mirka, we are more than a manufacturer of abrasives and tools — we are a trusted partner in helping customers improve productivity, quality, and performance. As a global leader in surface finishing solutions, Mirka combines innovation, technical expertise, and a strong commitment to sustainability to serve customers across automotive, industrial, wood, marine, and manufacturing sectors.

Our success is driven by people who care deeply about customer experience, teamwork, and continuous improvement. We are proud to offer a dynamic and collaborative work environment where employees are empowered to contribute, develop their skills, and grow their careers. If you are looking to join a company with strong values, a global presence, and a passion for excellence, Mirka could be the right place for you.

Role Summary

The Inside Sales & Customer Service Manager leads the customer service function while supporting inside sales growth. This role manages a team of two customer service/inside sales representatives and is accountable for delivering excellent direct customer support, efficient order execution, and consistent customer experience. The manager drives process improvements, ensures service standards are met, and partners with Sales, Operations, and Finance to support revenue and retention.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and develop a team of 2 customer service/inside sales employees.
• Set clear goals, monitor performance, and provide regular feedback and training.
• Maintain a positive, accountable team culture focused on customer satisfaction and sales results.
• Serve as an escalation point for customer issues and ensure timely resolution.
• Provide direct support to customers via phone/email, including product guidance, order status, returns, and issue management.
• Establish and maintain service standards (response times, order accuracy, complaint handling, documentation).
• Proactively communicate with customers regarding back orders, delays, substitutions, and shipping updates.
• Support inside sales activities including quotes, pricing requests, promotions, and follow-ups.
• Partner with field sales/key account teams to coordinate account needs and ensure seamless customer experience.
• Track opportunities, pipeline activity (where applicable), and follow-up cadence to drive conversion and retention.
• Ensure customer service and inside sales processes support revenue growth while maintaining margin discipline.

Order Management & Cross-Functional Coordination

• Oversee order entry accuracy, order confirmations, invoicing coordination, and shipment tracking.
• Coordinate with Operations/Warehouse/Logistics to align customer commitments with inventory and capacity.
• Work with Finance on credit holds, payment terms, and dispute resolution to support on-time order release.
• Maintain customer records, documentation, and correspondence in the ERP/CRM system.
• Input and maintain contracts as approved.

Process Improvement & Reporting

• Identify bottlenecks and implement improvements to workflows, templates, and communication standards.
• Prepare weekly/monthly reporting and share insights/recommendations with leadership.