Inside Sales/Customer Service Superintendent, Pipe & Fittings (Shelby Township, MI)

Westlake Pipe & Fittings • Full-time • Shelby Charter Township, Michigan, United States • 1w ago

Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples' lives through our products and presence in the communities in which we operate.

Benefits day 1, 4% 401k match plus 3% annual employer contribution, quarterly incentive plan up to 8%, plus programs for fitness reimbursement, educational assistance, and employee assistance. Take your career to the next level and join us now!

Westlake Pipe & Fittings, a Westlake company (NYSE:WLK), is the second-largest polyvinyl chloride pipe and fittings manufacturer in North America. Westlake Pipe & Fittings supplies gasketed, solvent weld and restrained joint pipes and a wide range of fittings for a diverse list of markets including municipal water and sewer, plumbing, water well, pool and spa, and agricultural and turf irrigation. Westlake Pipe & Fittings is an industry leader in product development with Certa-Lok® spline-lock technology and product systems that are focused on building A Better Foundation™. To learn more, visit the website at WestlakePipe.com

We believe in creating a supportive and inclusive culture that empowers and encourages our associates to succeed through individual achievement and teamwork. A career at Westlake Pipe & Fittings, is enriched with an innovative spirit, high work ethic, and rewarding experiences. We foster a culture that supports professional development, personal growth, and opportunities for advancement.

SUMMARY

The Inside Sales/Customer Service Superintendent is a strategic, forward‑thinking leader responsible for guiding a high‑performing team through a period of transformation and growth. This role is ideal for someone who challenges the status quo, drives measurable results, and inspires teams to reach new levels of excellence. The Superintendent will empower Customer Service Representatives (CSRs) with the tools, clarity, and coaching needed to deliver world‑class service while supporting the evolving needs of the business. This is a highly engaged, hands‑on leadership role overseeing day‑to‑day operations and ensuring world class customer service.

DUTIES AND RESPONSIBILITIES

May include, but are not limited to, the following:

Lead a high‑performing team of Customer Service Representatives focused on quotations and order management to drive customer satisfaction and retention.
Provide ongoing coaching, professional development, and performance feedback to support continuous improvement.
Improve or establish standard departmental policies and procedures to ensure order accuracy, workflow efficiency, and consistently superior customer service.
Facilitate regular check‑ins with sales team to share customer insights, feedback trends, and pain points that inform solution development.
Partner with Customer Service leadership to establish best practices and ensure consistent adoption across the organization.
Collaborate with key internal stakeholders to break down silos and drive alignment toward shared organizational goals.
Swiftly engage in escalated customer issues with efficiency and empathy to ensure timely resolution.
Analyze trends and customer insights to inform process improvements and strategic initiatives.
Ensure timely and accurate completion of all month‑end close activities, coordinating with cross‑functional teams to resolve issues and maintain operational accuracy.
Prepare and present reports on customer service performance and progress to senior management.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

Bachelor’s Degree in Business Administration or related field required
10+ years of inside sales experience and 5+ years of supervisory experience in a manufacturing or distribution setting - pipe and fittings experience preferred
3+ years of demonstrated experience with building and supporting high performing inside teams
Experience working in a high‑volume, fast‑growth environment strongly preferred
Demonstrated ability to lead teams, solve operational problems, and collaborate across departments
Proven ability to drive continuous improvement initiatives that streamline workflows and elevate the customer experience
Experience leading teams through process optimization, leveraging KPIs and cross‑functional collaboration to deliver measurable improvements
Strong understanding of SAP S/4 HANA is highly desired, as it supports efficient order management and accurate demand forecasting
Six Sigma Certification preferred
MBA preferred
This is a fully onsite role. Must be willing to commute daily into our Shelby Township, MI office
Hybrid schedule is available after 3-6 months
Must be willing to travel up to 10%

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate as normally based in an office. Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc. May also result in exposure to outside elements and may require usage of stairs and elevators. Travel including air travel or auto travel may occasionally be required

Westlake is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.

If you are an active Westlake employee (or an employee of any Westlake affiliates), please do not apply here. You will apply via the Jobs Hub application in Workday.