Commercial Operations Manager

Overview
The Commercial Operations Manager is responsible for leading the inside sales and customer care teams while driving continuous improvement and synchronization in all commercial processes. This role ensures our customers receive an exceptional experience, our sales organization operates efficiently, and our commercial strategies are executed with precision. The position is a key partner to senior leadership, helping translate business goals into effective sales and service operations.

Primary Responsibilities (Essential Functions)

• Lead and manage the inside sales and customer care teams, providing coaching, performance feedback and professional development.
• Oversee customer order management, ensuring accurate and timely processing from inquiry to delivery.
• Develop and implement process improvements to increase efficiency, accuracy, and customer satisfaction across commercial functions.
• Ensure consistency in customer interactions and processes across all locations so customers experience the same level of service regardless of contact or region.
• Establish and document standardized procedures for sales and service functions, ensuring alignment and compliance across teams.
• Manage and support key cross-functional projects that impact commercial operations, serving as project lead or coordinator as needed.
• Leverage data and reporting to identify trends, measure performance, and drive decision-making for sales, customer care, and process improvement initiatives.
• Collaborate with sales leadership to align sales strategies with operational execution.
• Establish and monitor key performance indicators for sales operations and customer care.
• Identify and implement technology or system enhancements that improve workflow and reporting.
• Provide critical support with CRM implementation, including build-out of processes as well as utilization within customer care and inside sales.
• Partner with finance and supply chain teams to ensure seamless coordination of pricing, inventory, and fulfilment.
• Serve as a voice of the customer, escalating insights and feedback into actionable initiatives.
• Support business development activities by providing data, reporting, and process support.
• Drive a culture of accountability, ownership, teamwork, and continuous improvement within the commercial team.
• Steps in to support the customer care or inside sales team as needed by resolving customer issues and complaints, in addition to identifying ways to prevent future issues.
• Perform other reasonably related tasks as assigned by management.

Qualifications

• Bachelor’s degree in Business, Operations, or equivalent experience.
• 5+ years of experience in sales operations, customer service management, or commercial process leadership
• Experience in manufacturing, construction materials, or industrial sectors preferred
• Strong leadership skills with experience managing teams
• Proven ability to design and improve business processes
• Excellent analytical, organizational, and communication skills
• Familiarity with ERP/CRM systems and proficiency in Microsoft Office Suite; Experience with Oracle NetSuite preferred.
• Ability to operate effectively in a fast-paced, growth-oriented environment
• Self-directed with the ability to work on multiple projects with competing priorities and deadlines.

Reed Minerals is an Equal Opportunity Employer. All information will be kept confidential according to EEO guidelines.

Who we are: Reed Minerals, provider of the well-known BLACK BEAUTY® and new performance based Sure/CutTM abrasive brands, is an industry pioneer in the processing of products for environmentally beneficial uses and recognized for its high-quality, high-performance abrasives, roofing granules, and filtration products. Reed continually develops creative methods of sourcing, recycling, and upcycling materials to provide exceptional value and environmental solutions to the industries they serve. Reed is the most trusted brand in the roofing and abrasives industry with over 90 years of manufacturing consistent, high-quality products.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person