INSIDE SALES MANAGER - MANUFACTURING

INSIDE SALES MANAGER ONSITE M-F Grosse Pointe, MI JOB SUMMARY Our ability to service our customer is our single biggest asset as an organization and our unique differentiator in the market.

The Inside Sales Manager provides the leadership and oversight to acquire and retain long-term quality customers through the development, implementation, and execution of customer service systems so that all customer’s expectations are met or exceeded, and departmental and company performance goals are met.

The ideal candidate will be able to create an unparalleled level of customer experience through providing the leadership needed to build a strong Inside Sales Team Position oversees the acquisition and retention of long-term quality customers through the development, implementation, and execution of customer service systems so that all customer’s expectations are met or exceeded, and departmental and company performance goals are met.

Leading by example and demonstrating the qualities and values that allow us to lead the industry in customer experience is essential.

This position is a front line, working, leadership position, requiring the ability to perform in an inside sales capacity, as well as provide the management and coaching skills to influence a positive and successful team result.

Ability to collect, analyze, report and act upon performance data will be key in successful management of results.

Having a key understanding of individual personalities and abilities, to delegate responsibilities will be a key part in setting up the department and organization for success.

This position will collaborate with and report to the General Manager in the development of departmental process, protocol, and high-level departmental decisions, while putting priority on new business development.

ESSENTIAL RESPONSIBILITIES Results oriented mindset in a highly transactional environment.

Provide front line management and support to the Inside Customer Service Team, to facilitate continuous improvement of quality, productivity, and customer service standards.

Identify, establish, and report on Key Performance Indictors (KPIs) needed to achieve quote, revenue, conversion rate, and quote response goals.

Analyze variances and initiate corrective actions.

Maintain and distribute reports detailing the analytics needed to fully understand performance, identify opportunities and prove out positive trends.

Recommend to management appropriate ideas for the vision of the Inside Customer Service Department, including systems orchestration, innovation, and quantification that are consistent with the company’s strategic objectives.

Identify gaps in departmental responsibilities and make recommendations for employee skill development as well as the addition of headcount.

Hire and train personnel in all direct reporting positions in inside customer service procedures, hydraulic theory, and technical support.

Evaluate the performance and results for personnel in all direct reporting positions.

Provide and manage the resources needed for the inside customer service team to carry out their responsibilities, maximizing efficiency and outcome.

Provide the necessary coaching and personal involvement required in resolving complex, subjective, and challenging customer transactions and scenarios in a way that will satisfy the customer.

Provide direction to staff on warranty claims and RTS credits, where outcome requires approval.

Conduct all departmental meetings, individual performance reviews and developmental meetings on a scheduled basis.

Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

Will provide primary coverage of the 24 / 7 emergency customer support line.

KNOWLEDGE, SKILLS AND ABILITIES Must have strong, clear, and concise communication skills.

Verbal and written ability to lead, motivate, and inspire the development and leadership of a successful Customer Service Team.

Must be able to provide coaching and direction in a positive, productive, and effective manner.

Possess a complete understanding of departmental operations with the ability to provide front-line support.

Understand departmental and company goals and how to collect, interpret, and act upon performance analytics.

Ability to develop systems to improve departmental quality and efficiency.

Must be able to effectively manage and resolve both external and internal conflict to facilitate a win-win outcome.

Fully carry out all responsibilities related to recruiting, hiring, onboarding, and training new employees.

Ability to organize and execute all departmental and individual employee meetings within the cadence and guidelines of the system.

Possess the ability to understand and evaluate individual strengths and areas of improvement required to advance the performance of the group.

Must have the ability to analyze quality and warranty data to positively contribute to providing creative, cross-departmental collaboration and manage customer demand.

Maintain professional and positive conduct in strict adherence to company policies and core values.   Powered by JazzHR