Sales Support Manager

Do you thrive at the intersection of leadership, customer relationships, and operations? Human Active Technology (HAT) is seeking a Customer Experience Manager who thrives on both leading and doing. This role is perfect for someone who can motivate and develop a team while also rolling up their sleeves to dive into the details, whether that’s entering orders, reviewing accounts, or handling escalations directly. This is a highly visible leadership role, responsible not only for managing client relationships and order flow but also for developing the team and conducting department operations.

What You’ll Do

he Customer Experience Manager is a key leader who oversees the daily operations of the Customer Experience department across multiple locations (Easton, PA and San Jose, CA). This individual will manage a team of Customer Experience Representatives and Team Leads, ensuring consistent delivery of world-class service to dealers, end-users, and internal partners.

This is a hands-on leadership role, a true "player/coach" responsible for managing people, improving processes, and supporting critical customer accounts. We’re looking for a leader who not only drives strategy and sets goals, but also jumps in to do the work when needed, leading by example to deliver an exceptional customer experience.

Your key responsibilities will include:

• Leading, coaching, and developing the Customer Experience team across multiple locations.
• Serve as the senior point of escalation for customer and dealer issues, resolving complex situations with professionalism and urgency.
• Oversee account management activities, ensuring accuracy and timeliness in pricing, order entry, lead times, and communication.
• Collaborate cross-functionally with Sales, Operations, Logistics, Engineering, and Finance to proactively address customer needs and ensure seamless order execution.
• Drive process improvements and implement best practices to enhance efficiency, consistency, and scalability across the department.
• Monitor KPIs (accuracy, timeliness, satisfaction) and report to senior leadership.
• Roll up your sleeves—entering orders, troubleshooting accounts, and supporting workflows as needed.

What We’re Looking For

• 5+ years of experience in customer service, account management, or client experience roles
• Manufacturing or B2B environment experience required (contract office furniture experience strongly preferred)
• 3+ years of direct people management experience
• Strong ERP knowledge (Syteline preferred; Oracle, SAP or similar acceptable) and advanced Excel skills
• Understanding of Bills of Material (BOMs) and multi-product order workflows
• A hands-on leader who can coach, develop, and motivate while also diving into the details when needed
• Excellent problem-solving, communication, and relationship-building skills

Who We Are

HAT is a rapidly growing manufacturer of monitor mounting solutions, height-adjustable tables, and other ergonomic office products. We specialize in custom manufacturing and are known for our creative solutions and exceptional product quality. Headquartered in Easton, PA, we also have offices and showrooms in California, New York City, Chicago, and the Netherlands.

Why Join HAT?

• Competitive Salary
• Competitive benefits package: health, dental, vision, disability, and supplemental coverage
• 401(k) with company contributions
• Generous PTO including vacation, personal days, and holidays
• A leadership role where you can make an impact and shape the customer experience strategy of a growing, innovative company
• Collaborative, fast-paced work environment with opportunities for growth

At HAT, we value leaders who can think strategically, act decisively, and inspire others to deliver excellence. If you’re ready to lead a high-performing team while directly shaping the customer journey, apply today!

Location: Easton, PA (Onsite) | Department: Customer Experience | Schedule: Monday–Friday, Day Shift | Salary: $85,000 – $100,000