Inside Sales Director

SemiTorr Group, Inc. is a leading sales and distribution company for gas and fluid handling systems and components supporting the High Purity, Sanitary and Industrial markets. Our family of products includes process equipment, pumps, tubing, hoses, fittings, valves, filtration and instrumentation.

SemiTorr is a Subsidiary of FloWorks USA LP, which is a privately held company located in Pasadena, TX.

As the Inside Sales Director, you will be responsible for overseeing and managing the inside sales / customer service (ISR/CSR) operations for the Semitorr Group and CTW organizations, ensuring a high level of satisfaction across all customer touchpoints. You will lead a team of ISR/CSR professionals, develop and implement customer service strategies, provide training, guidance, tutorship and continuously improve processes to enhance the overall customer experience.

Some of the exciting things you will do in this role...

• Lead and manage a national team of ISR/CSRs ensuring alignment with company goals and customer satisfaction standards.
• Provide mentorship, coaching, and performance management to help team members excel in their roles.
• Foster a customer-centric culture by promoting a strong commitment to service excellence across the team.
• Develop and implement national customer service strategies that ensure exceptional service delivery and align with the company's objectives.
• Establish clear service goals, monitor progress, and adjust strategies as necessary to ensure customer satisfaction is achieved.
• Continuously analyze customer feedback and satisfaction metrics to improve service delivery and resolve potential issues.
• Oversee the management of customer inquiries, complaints, and escalations, ensuring timely and effective resolution.
• Build and maintain strong relationships with key customers and stakeholders to understand their needs and enhance their experience.
• Develop proactive communication strategies to keep customers informed of product updates, changes, and service disruptions.
• Lead the optimization of customer service processes and workflows to improve efficiency, reduce response times, and increase customer satisfaction.
• Identify opportunities for automation and other technological solutions to streamline service delivery.
• Collaborate with other departments (e.g., sales, marketing, and operations) to ensure customer service efforts are aligned with company goals and product offerings.
• Track key performance indicators (KPIs) and service level agreements (SLAs) to ensure that the team is meeting or exceeding customer service goals.
• Provide regular reports on customer service performance, trends, and issues to senior leadership.
• Analyze customer feedback, identify patterns, and work with relevant teams to develop solutions to recurring problems.
• Develop and implement training programs for new hires and ongoing team development to ensure customer service representatives are well-equipped with product knowledge and customer service skills.
• Stay current with industry's best practices and trends to bring innovative approaches to the customer service function.
  
  

A must...

• Bachelor's degree in business, Customer Service, or a related field; relevant certifications, an advanced degree or extended time in service in a similar role.
• Experience in customer service management, with time spent in a national or multi-location role.
• Strong leadership skills with a proven ability to manage and motivate teams.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• In-depth knowledge of customer service principles, practices, and technologies.
• Hands-on, working knowledge of the Epicor ERP, Prophet 21.
• Strong problem-solving abilities and attention to detail.
• Willingness to travel for team meetings, customer visits, and training as needed.
• Ability to manage multiple projects and priorities in a fast-paced, dynamic environment.
  
  

The perks of working here....

• Tuition Reimbursement
• Competitive Pay Bonus
• Medical, Dental, Life, and Supplemental Benefits
• 401(K) retirement plan up to 4% company matching
• Employee Referral Program
• Volunteer Time Off
  
  

This information indicates the general nature and level of work performed by associates in this role. It is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this role. This description supersedes any previous or undated descriptions for this role. Management retains the right to add or change the duties of the position at any time. Questions about the duties and responsibilities of this position should be directed to the reporting Manager or Human Resources.

FloWorks is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or protected veteran status. FloWorks is committed to fostering a culture where every individual is valued and empowered to contribute to a shared success.

FloWorks participates in the US Government's E-Verify program.