Inside Sales Manager

6 days ago

Etobicoke, Canada Brenlo Custom Wood Mouldings & Doors Full time

Company Overview

BRENLO Custom Wood Mouldings & Doors has been the preferred wood moulding supplier for custom home builders, architects, and designers for over 30 years.

Our commitment to superior quality begins in our grinding room, where hand-cut knives made from top carbide steel are used. These knives are then utilized in our state-of-the-art moulders, processing kiln-dried FAS lumber at a precise rate of 22 knife cuts per inch.

With nearly 200,000 square feet of distribution and manufacturing space, we maintain a vast inventory of trim, doors, and plywood, ensuring projects are completed “right and on time.” Brenlo Ltd. is renowned for its dedication to quality, recognized by top custom home builders, commercial millwork companies, designers, contractors, and experienced homeowners as a leading provider of premium wood moulding.


We have built a reputation in the industry for being passionate about quality. We are also committed to sustainable practices, supporting the health of forests, wildlife habitats, and ecosystems to ensure a healthy future for all.


About the Role:

BRENLO Custom Wood Mouldings & Doors is seeking a dynamic and experienced Inside Sales & Customer Service Manager to lead our sales and customer service teams in the luxury trim and door industry.


This role requires a revenue-driven mindset, strong leadership skills, and a passion for exceptional customer satisfaction. The ideal candidate will bring expertise in sales processes and play a vital role in driving sales growth while ensuring exceptional service for our clients. This position involves managing a team of 6-10.


Top Traits Required:

  • Strong Leadership Skills : Inspire and motivate the team to achieve goals by setting a positive example, providing guidance, and supporting professional growth.
  • Sales-Driven and Strategic Thinking : Possess a passion for exceeding sales targets with a strategic, forward-thinking approach.
  • Prior Management Experience in Sales : Experience managing teams in a sales environment is essential.


Primary Responsibilities

Sales Management:

  • Drive sales growth by developing and executing effective sales strategies, aiming for budget growth from $7.5M to $11M.
  • Monitor and analyze sales performance; set targets and goals for the team.
  • Identify new sales opportunities, working closely with sales and marketing to capitalize on them.
  • Review all sales quotes over $5K and apply the large quote policy for significant opportunities.
  • Manage order processing, client contact re-engagement, and outreach to prospective business opportunities.
  • Facilitate quote transfers to outside sales reps for optimal customer service and sales success.
  • Ensure accurate, timely order processing and commitment to pickup/delivery schedules.
  • Actively coach up-selling and consultation skills within the team.


Team Leadership and Management:

  • Supervise and mentor inside sales and customer service teams.
  • Conduct regular team meetings, training sessions, and performance evaluations.
  • Oversee order processing and coordinate with production, purchasing, and delivery teams.
  • Effectively delegate and demonstrate emotional intelligence in leadership.
  • Promote Brenlo’s core values and ensure all team members are trained for customer interactions.
  • Conduct monthly training sessions and implement team accountability.
  • Conduct annual and quarterly employee assessments.


Customer Service Excellence:

  • Maintain high standards of customer satisfaction and service excellence.
  • Address escalated customer issues promptly and effectively.
  • Establish a client-focused, consultative approach that prioritizes genuine customer interest.
  • Minimize errors and improve error-handling processes; maintain a high Google review rating of 4.5+.
  • Monitor customer calls to ensure fewer than 5 dropped calls daily and resolve complex issues within 48-72 hours.


Reporting and Analysis:

  • Prepare regular reports on sales and customer service metrics for senior management.
  • Analyze data to identify improvement areas and develop actionable plans.
  • Use CRM software to track sales activities and customer interactions.
  • Commit to continuous learning for professional development.


Key Performance Indicators (KPIs):

  • Achieving revenue and EBIT targets.
  • Maintaining a 4.5+ star rating on Google.
  • Training test scores above 85%.
  • Accuracy in process adherence and policy compliance.


Qualifications:

  • Bachelor’s degree in Business, Sales, Marketing, or a related field.
  • At least 5 years of experience in sales and customer service management, preferably in the trim and door industry.
  • Proven record in meeting sales targets and driving team success.
  • Excellent leadership, communication, and negotiation skills.
  • Proficient in CRM software and Microsoft Office Suite.
  • Strong problem-solving abilities and customer-focused attitude.


At BRENLO, we value diversity and encourage individuals from all backgrounds to apply, including women, visible minorities, Indigenous peoples, persons with disabilities, and individuals of any sexual orientation or gender identity.

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