What are the responsibilities and job description for the Inside Sales Team Supervisor position at Gemline?

Discover your next career adventure at Gemline, a leading design-centric supplier of consumer products in the promotional products industry. Ranked 12th by the Advertising Specialty Institute and awarded the prestigious 2021 Supplier of the Year, Gemline boasts a diverse product line, including bags, luggage, drinkware, electronics, stationery, writing instruments, gourmet foods and lifestyle gifts. Our portfolio features renowned brands like American Tourister®, Anker®, CORKCICLE®, Cuisinart®, Igloo®, MiiR® , Moleskine®, Osprey®, Paper Mate®, Samsonite®, Sharpie® and many more.

At Gemline, community is our heartbeat. Our purpose, "We Promote Community," is the driving force behind everything we do. This commitment is embedded in our culture, influences our product designs, and fuels our aspiration to create a positive global impact. What’s more, we’re guided by our betterway™ Corporate Social Responsibility efforts which are focused on bettering people and the environment. Gemline also became a certified B Corp in 2024, furthering our commitment to balance purpose and profit for good.

Gemline has been recognized as one of the Greatest Companies To Work For on multiple occasions, and most recently in 2024 by PPAI, a leading industry association. Join a workplace where "Pride in People, Pride in Product" is more than a motto—it's our way of life. Our associates play a crucial role in delivering an exceptional customer experience, guided by our foundational values of trust, integrity, humility, diversity, community, and truth. Gemline's success is a reflection of our associates' success, and our culture thrives on collaboration, initiative, continuous problem-solving, safety, and respect for people. Take the next step in your career journey with Gemline—we're not just a company; we're a community.

Gemline® is looking for an Inside Sales Team Supervisor who will be responsible for all aspects of our inside sales team’s capacity, performance, and training needs. This is a hybrid position, which requires to be onsite at our Lawrence, MA headquarters three days a week. This position will partner effectively with other sales roles and sales leadership to support the realization of revenue objectives. The supervisor will also lead all related training, metrics, and performance related to inside sales processes. This position will report to Gemline’s Director of Sales Operations. If interested, please send your resume to : skamacho@gemline.com.

Primary responsibilities include :

Supervisory

Lead a team of Inside Sales Representatives and Sales Support Representatives by creating weekly schedules, assigning back-up schedules when needed and managing the flow of information between the team, Sales Leadership, and other departments.
Manage performance review processes and performance discussions.
Complete timely 1 : 1 sessions and team meetings
Manage issue escalations and stay connected with sales leadership on important topics (both acute and recurring process based).

Sales Enablement

Oversee the Inside Sales team's use of Sales tools (CRM, etc.) to ensure data accuracy, generate reports, provide training, implement system enhancements, define relevant key performance indicators (KPIs), and deliver customized team dashboards.

Stay informed of emerging technologies and tools that enhance team efficiency and improve the customer experience.

Collaborate with company leadership to gather training needs and design, develop, and implement tailored and continuous inside sales training programs.

Lead and manage all new hire onboarding programs to ensure a smooth integration into the team and organizational culture.

Assess and optimize business policies and procedures to drive operational efficiency and enhance the customer experience in daily operations.

KPI's & Reporting

Oversee all Inside Sales team reports, dashboards, and KPIs to ensure effective performance tracking and goal alignment.

Create new and ad-hoc reports to assess work volume, capacity, and productivity, utilizing Salesforce CRM and Microsoft tools as needed.

Analyze data to pinpoint performance gaps and identify improvement opportunities, providing ROI justification for recommended tools and process enhancements.

Set up the Inside Sales function to be a trusted advisor to their sales partners

Requirements / Qualifications :

Excellent verbal and written communication skills and the ability to build rapport with customers

Strong organizational skills and proven track record of productivity and task completion

Experience with supervising or managing a team

3-4 years of experience in sales or customer service

Ability to develop effective relationships with all levels of staff and management

BS degree or equivalent work experience

Experience with Salesforce CRM

Lean or Process Excellence experience highly desired

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