Inside Sales & Customer Service Manager

Department: Inside Sales & Customer Care

Position: Inside Sales & Customer Care Manager

Reports to: President

Job Type: Full-time

FLSA Classification: Exempt (Salary)

Essential Job Functions:

Inside Sales:

• Develop and implement strategies to achieve sales targets and drive revenue growth within the assigned customer base.
• Lead and mentor a team of inside sales representatives, providing coaching, guidance, and support to maximize performance.
• Monitor and evaluate sales performance, identifying opportunities for improvement and implementing corrective actions as needed.
• Collaborate with the marketing team to generate leads, create promotional campaigns, and follow up on inbound inquiries.
• Build and maintain strong relationships with new and existing clients to ensure long-term customer loyalty.
• Manage sales pipeline, track progress, and report on key sales metrics (conversion rates, revenue, etc.).
• Identify, upsell, and cross-sell opportunities and work with the sales team to increase average deal size and customer value.

Customer Care:

• Oversee and manage the customer care team to ensure timely resolution of customer inquiries, issues, and complaints.
• Establish and maintain customer care policies, procedures, and standards to enhance the customer experience.
• Monitor customer feedback and survey results, identifying trends, and working to resolve any recurring issues.
• Act as a point of escalation for complex customer care issues and collaborate with other departments to provide solutions.
• Track customer satisfaction metrics and work with the team to continuously improve service levels.
• Ensure smooth order fulfillment and timely delivery, working closely with internal teams.
• Develop and implement customer retention strategies to minimize churn and maximize customer loyalty.

Requirements:

• Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
• Minimum of 5 years of experience in inside sales, customer service, or a related field, with at least 2 years in a leadership or managerial role.
• Strong leadership skills with experience managing and developing teams.
• Proven track record of meeting or exceeding sales targets and managing customer relationships.
• Excellent communication skills, both written and verbal, with the ability to interact effectively with clients and internal teams.
• Strong problem-solving abilities and the capacity to make quick, informed decisions.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite (Word, Excel, Outlook, and Teams.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• A customer-centric mindset with a commitment to delivering exceptional service.
• Strong organizational and time management skills.

Preferred Qualifications:

• Product Knowledge: Familiarity with the company's products and services or industry experience.
• Sales Training: Formal sales training or certification is a plus.

Physical Requirements/Demands:

• Must be able to be stationary (sit or stand) for durations of time
• Work performed in an office environment and requires the ability to operate standard office equipment.
• If work is performed in a remote setting (home), must have a designated area for work to maintain focus and professionalism, and a stable internet connection.
• Must be able to travel (conventions, trade shows, potential customers) out of state for up to one week at a time.
• Must have the ability to lift and carry small parcels, packages, and other items, and to walk short distances.

Whitaker Corporation is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Whitaker Corporation will take steps to assure that people with disabilities are provided with reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact Matt Reiner at 724-334-7000 ext 214.

Compensation details: 60000-80000 Yearly Salary