INSIDE SALES MANAGER - MANUFACTURING

• 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.

• 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.