Internal Sales & Customer Service Manager

Internal Sales & Customer Service Manager - Hygienic Position Summary

The Internal Sales & Customer Service Manager is responsible for leading Flow Connect's internal commercial operation throughout Europe. The role ensures customers receive an exceptional experience from initial enquiry through quotation, order fulfilment and ongoing support whilst enabling sustainable commercial growth through operational excellence, proactive customer engagement and continuous improvement.

Reports To: Director of Global Hygienic Sales, Flow Connect Key Objectives

• Lead the Internal Sales & Customer Service team.
• Increase quotation conversion and customer retention.
• Support distributors and external sales.
• Drive CRM accuracy and KPI reporting.
• Continuously improve commercial processes.

Key Responsibilities

• Lead and coach the internal commercial team.
• Manage enquiries, quotations, orders and customer communication.
• Own quotation follow-up and conversion.
• Coordinate Engineering, Planning and Operations.
• Act as escalation point for customer issues.
• Maintain Salesforce and commercial reporting.
• Support distributor onboarding and commercial execution.

KPIs

• Quote conversion
• RFQ response time
• Order accuracy
• CRM compliance

Operational Partnership

• Receive and convert qualified opportunities from the External Sales Managers(s).
• Provide Voice of Customer feedback and quotation/order trends.
• Jointly support strategic accounts and distributors.

Key Requirements

• Experience in internal sales, customer service, commercial operations or a related leadership role.
• Previous responsibility for leading, coaching or developing a customer-facing team.
• A strong understanding of enquiries, quotations, order fulfilment and customer communication.
• The ability to build effective working relationships across sales, engineering and operational functions.
• Experience using CRM data, KPIs and commercial reporting to improve visibility and performance.
• Strong organisation, communication and problem-solving skills.
• A practical, customer-focused approach and the confidence to improve established ways of working.

Experience within technical manufacturing, engineering, pharmaceutical, biopharmaceutical, food and beverage, hygienic processing or another regulated environment would be beneficial but is not essential.

Experience with Salesforce, SAP or similar CRM and ERP systems would also be advantageous.

Target Markets Primary Markets

• Biopharmaceutical Manufacturing
• Cell & Gene Therapy
• Vaccine Manufacturing

About Us

With 40+ years of European manufacturing excellence, ACL Hygienics supplies high-quality hygienic components to the global pharmaceutical industry. Our certified products are trusted for critical health and safety applications, backed by a strong commitment to innovation and quality.

Why Join Us?

At our company, we're more than a workplace - we're a values-driven community where people come first. Our culture is built on:

• Devotion to Customers - We go the extra mile to build trust and long-term relationships.
• We Care - We hold ourselves to high standards and work with integrity.
• Passion for Growth - We foster both professional and personal development.
• Positive Energy - We value teamwork, enthusiasm and authentic collaboration.
• Finding a Way - We're problem-solvers who embrace change and get things done.