Purpose Lead the combined Zerust Industrial and Zerust Integrity Solutions (ZIS) customer service organization across North America, owning order-to-delivery execution, customer issue resolution, and the cross-training that lets every CSR cover both sales motions. This role sets the standard for how NTIC customers are served from first inquiry through order follow-through, quality or technical issues, and project close-out. Position Responsibilities Team leadership and development Lead, coach, and evaluate the CSR team: Industrial (USA/Canada), Mexico, and ZIS. Set clear goals and hold regular one-on-ones and performance reviews. Own the cross-training plan so CSRs can back up each other across Industrial (700+ accounts with recurring monthly business) and ZIS (project and engineered-solution work). Build and maintain the training materials, coverage matrix, and backup schedule. Manage staffing, workload balance, vacation and absence coverage, hiring, onboarding, and corrective action in partnership with HR. Sales motion alignment Represent customer service in Industrial and ZIS sales meetings, forecast and pipeline reviews, and project kickoffs. Bring customer, order, and lead-time visibility to both. Act as the main link between Sales, Operations, Supply Chain, Quality, Technical Support, Engineering, and Finance on customer-facing issues. Set and enforce process standards for quotes, order entry, project handoffs from Sales and Engineering, and multi-phase ZIS projects. Support the Mexico team with the same standards, adjusted for local customer, shipping, and documentation requirements. Customer escalations and non-conformances Own escalated customer concerns for both sales motions and keep the customer and the sales owner informed until the issue is closed. Own the Customer Service Action (CSA) process: ensure issues are logged, investigated, assigned, and closed on time, and review trends with Quality and Sales leadership. Oversee Return Material Authorizations (RMAs) and non-conforming material dispositions in line with company policy. Identify root causes behind repeat issues and drive corrective and preventive action with the responsible departments. Order management and SAP Oversee the status of pending, issue-related, back orders, and partially fulfilled orders in SAP, which is the source of truth for sales, inventory, and financial transactions. Ensure orders are entered accurately with correct pricing, lead times, customer information, and special instructions. Review open-order, on-time-delivery, and backlog reports on a regular cadence and take action on exceptions. Serve as backup for CSRs and primary point of contact for Sales Department inquiries when needed. Process, reporting, and compliance Track and report team performance to the VP Sales, including order volume, quote turnaround, on-time delivery, CSA and RMA activity, and customer response times. Identify and lead process improvements, including SAP workflow, templates, and standard work between Industrial and ZIS. Support the company's ISO team and participate actively in annual audits. Support SOX audits by supplying accurate documentation and evidence of compliance. Handle internal escalations, policy questions, and cross-department issues affecting the team. Qualifications and Education Requirements Associate degree in a technical or business discipline or equivalent experience. 7+ years in sales support, customer service, or order management, including at least 2 years leading or supervising a team. In-depth knowledge of ERP workflows with a strong emphasis on SAP (sales orders, availability, delivery, returns, and reporting). Experience supporting both high-volume recurring accounts and project-based or engineered-solution sales preferred. Background in manufacturing, packaging, chemicals, or industrial products desirable. Oil & Gas or corrosion management experience is a plus. Experience managing quality or non-conformance processes such as CSA, RMA, or corrective action. Strong Excel and Outlook skills; comfort with reporting and metrics. Experience leading or working with a multi-site or bilingual (English/Spanish) team is a plus. Excellent written and verbal communication; strong follow-up, interpersonal, organizational, and prioritization skills. Superior problem-solving skills and the ability to coach and energize a team and perform under pressure. Ability to train others and build clear process documentation. ISO

• Every employee is expected to support the NTIC Quality Management System (QMS) in accordance with our Quality System Manual and Quality Control Procedures. This position is responsible to set, follow and maintain the QMS and related Quality Control Procedures. This position also has change authority in the QMS System.

Job Type:

Full-time Pay:

$70,000.00 - $80,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Vision insurance

Education:

Bachelor's (Preferred)

Experience:

SAP S/4HANA

5 years (Preferred) Ability to

Commute:

Circle Pines, MN 55014 (Required) Ability to

Relocate:

Circle Pines, MN 55014: Relocate before starting work (Required)

Work Location:

Hybrid remote in Circle Pines, MN 55014