Inside Sales Manager - Urgent Hire!

Company Description

American born, American based company that revolutionized the U.S. pool cleaning industry by introducing the first robotic pool cleaner in 1982, is looking to hire a top Sales and Customer Service Manager for its plant in Cedar Grove, NJ.

Job Description

Main Responsibilities

• The general purpose is to plan, co-ordinate and control the activities of the inside sales team to maintain and enhance customer relationships and meet organizational and operational objectives.

• Develop and implement customer service policies and procedures in coordination with the Sales VP

• Define and communicate customer service standards and oversee the achievement of these standards

• Direct the daily operations of the customer service team: Plan, prioritize and delegate work tasks to ensure proper functioning of the department

• Review customers complaints and track customer complaint resolution by direct involvement by phone, e-mail, internet, or face-to-face.

• Daily follow-up and answer of customers reviews in the Internet; utilize social media to respond to customers’ complaints or praise.

• Handle complex and escalated customer service issues

• Provide help and advice to customers using the company’s products or services

• Monitor accuracy of reporting and data base information and analyze relevant data to determine customer service outputs. Establish KPI’s to be followed on daily/ monthly basis.

• Identify and implement strategies to improve quality of service, productivity and profitability

• Liaise with external service centers and monitor its performance evaluating the service provided to customers

• Oversee product exchanges, returns and repairs in coordination with the Service department.  

• Update delivery information of orders with operations and shipping departments to provide the information to customers.

• Train and coach the inside sales team to grant their capability to solve customers’ issues keeping them up to date with changes or innovations with the R&D department and providing scripts to read from during phone calls or train on how to write correspondence. 

• Responsible for a sales budget and objectives for the department.

• Ensure the sales back office duties to give support to external sales team in terms of information, preparation of documents and technical advice

• Be updated on customers’ accounts and payment statements in coordination with the financial department.

• Grant that sales pipeline remains full with qualified leads and projects.

• Report to senior management on sales metrics, opportunities and threats.

• Evaluate and improve inside sales and sales administration process

• Coordinate inside sales activities and projects, promotional campaigns, telemarketing actions in coordination with the Marketing department.

• Monitor employee productivity and motivate team to reach daily dial goals

• Plan staff needs and structure for the department.

Qualifications

Specific knowledge and skills

• Ability to plan and manage both the strategic and operational levels.

• Familiarity with sales process and customer care in B2B, B2C and internet reviews.

• Exceptional written and verbal communication skills

• Ability to maintain a positive attitude at all times 

• Experience working with technical products, service, repairs, etc.

• High proficiency in Excel and Access and SAP or equivalent ERP

Ability to work collaboratively with colleagues and staff to create a results driven, team oriented environment

• Proactive attitude, act more than react. Experience reporting to a senior manager, providing ideas and solutions. Able to analyze the current processes and staff and propose improvements

• Sales-oriented, customer-oriented, positive, proactive and able to lead changes.

Additional Information

Previous Experience

• At least 5 years work experience leading a customer service/inside sales team, preferably in an industry with a technical product that requires service and maintenance. 

• Highly desirable his/her knowledge and involvement in professional channels (distributors, dealers) and also the internet channel in terms of customer service. 

• Previous experience in external sales will be a plus.