Inside Sales/customer Service Manager

Overview

The Inside Sales Manager is focused on customer service management and will support the Inside Sales Team to provide service that exceeds expectations; by leading and motivating team members, ensuring collaborative and effective cross-department partnerships, and creating customer satisfaction goals.
The Inside Sales Team is a customer facing team made up primarily of order (including returns) takers/customer support representative responsible for facilitating the sale of non-project PVF, plumbing and hydronic heating, and other support materials. The team members work most closely with customers, outside sales representatives, vendors and the shipping/receiving (Operations) team to ensure that the customer's quotes and orders are entered into the system and delivered. They are at the front line of the battle to keep customers happy and to deliver our tag line which is ‘Obsessed with Exceeding Expectations”
Customer Service Responsibilities
- Build relationships with customers that create loyalty with Independent Mechanical Supply so that Independent Mechanical Supply is their first choice when purchasing materials
- Improve customer service experience, create engaged customers and facilitate growth
- Take ownership of customers issues and follow problems through to resolution
- Keep accurate records and document customer service actions and discussions

Leadership Responsibilities
- Work collaboratively with other departments to resolve ongoing and/or systemic customer service issues and build a team culture that does the same
- Take an active role in developing and advancing items on the agenda of the Managers Meetings for the continued development of the Management Team and enhancing business processes
- Resolve conflicts quickly through professional discussions with objectivity and open mindedness and work with all individuals involved in the conflict

Team Management Responsibilities
- Manage day-to-day operations for the Inside Sales Team (Quotations, RFQ’s, Orders, CRAs, Invoicing, Credits)
- Maintain an orderly workflow according to priorities
- Organize the team to deliver quick and accurate information (internal and external sources) pertaining to customer inquiries about product availability and options
- Develop service procedures, policies and standards as well as key metrics to monitor them
- Analyze statistics and compile accurate reports for both internal team performance metrics and customer related data
- Maximize current technology and continually evaluate new technology to determine what should be implemented
- Hire, mentor and develop IMS Insides Sales Team Members and nurture an environment where they can excel through encouragement and empowerment
- Conduct one on ones and team meetings as needed
- Manage team scheduling requirements
- Create and implement an effective training program and development activities for employees
- Continually evaluate and develop roles and team structure to maintain and further outstanding performance
- Assess employee’s performance and strengths and assign work, roles, and development plans that are aimed at leveraging each individual’s strengths
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget

Sales, Pricing and Vendor Responsibilities
- Develop, organize product promotions and staff incentives to achieve;
- A specific quantity volume for a product;
- A sales and profit objective for a specific period of time;
- Seek out business opportunities through customers, products (i.e. going through trade magazines and identifying products that should be inventoried by Independent Mechanical Supply) and market conditions
- Assist the Sales Manager & Sales Admin Manager in maintaining customer pricing within the system by pointing out flaws, margin issues, and margin opportunities.
- Manage the appearance, layout and promotions of the counter;
- Work closely with vendors in a fair and open way to position Independent Mechanical Supply as a preferred partner (better than normal margins, preferential delivery dates, sharing of leads) within their strategy
- Arrange training for team with vendors.

Other
- Other duties as assigned

Mandatory Requirements
- Years of Experience in Customer Service: 5+
- Years of Experience Managing a Team of Inside Sales and/or Customer Service Reps: 5+
- Education: High School
- Software/System Experience: Office 365
- Demonstrated leadership skills
- Proven ability to hire, train, and develop a team of Inside Sales and/or Customer Service Reps
- Recognized ability to build internal and external relationships
- Demonstrated analytical, organizational, planning and team building skills
- Excellent Written and oral communication skills
- Experience suggesting and implementing changes to processes and procedure

Nice to Have
- College or University Degree
- Knowledge of products sold by the company
- Experience with Power BI or equival