Sales Support Manager

Position Overview
This position is responsible for managing and overseeing the Sales Support and Customer
Service departments, both of which are dedicated to assisting the Sales Representatives. This
includes managing the quality and consistency of product and service delivery to the customer by
meeting the clients, getting to know them, and understanding their needs. Additionally, this role
provides customers with product information, resolves product or service issues, and handles
phone calls, faxes, and orders placed online or face to face.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.
• Responsible for hiring, training, disciplining, coaching and development and performance
evaluations of staff.
• Trains new hires and existing Sales Support members in the sale of company products
and services to current and potential clients through quotes, email, forwarding
promotions, and via phone conversations.
• Train and oversee answering customer service calls, order entry, identifying and
resolving concerns, and managing various customer accounts.
• Be the point of contact for Sales Representatives for issues and concerns related to the
Sales Support.
• Train and oversee the Sales Support team on proper administration and management of
open orders, SOI, Unconfirmed Pick Tickets, Sales Returns, and scanning customer
purchase orders.
• Help coordinate logistics for Sales Reps schedules, including setting customer
appointments.
• Identify sales opportunities with price adjustments, scheduling customers and prospects
for the purpose of introducing and demonstrating new/better product line versus
prospects current pricing/products.
• Follow-up on new leads and referrals resulting from field activities where needed.
• Attend Sales meetings and trainings to better understand products and Brady company
initiatives.
• Coordinate with various departments and department managers within the company to
accomplish the work required to satisfy the needs of the customer and ultimately close
the sale.
• Identify opportunities to move deadstock to customers where possible.
• Participate in marketing events such as seminars, trade shows, and telemarketing events.

Competencies
• Leadership
• Communication
• Time Management
• Customer/Client Focus
• Organization Skills
• Ethical Conduct
• Collaboration Skills

Supervisory Responsibility
This position manages two or more full-time employees of the department and is responsible for
the performance, management, rewarding and disciplining employees. Also, addressing
complaints and resolving problems and provides valuable input on the hiring and retention of
employees within that department.

Work Environment
This job operates in a large room with own cubicle space. This role routinely uses standard office
equipment such as computers, telephone, headset, and photocopiers.

Physical Demands
The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job.
This is a largely sedentary role; however, some filing and warehouse inspections for inventory is
required. This would require the ability to lift files, open filing cabinets, and bend or stand on a
stool as necessary. Warehouse inspections would require one to be able to navigate an active
functioning warehouse and locate an item in a bin for verification purposes. While performing
the duties of this job, the employee is regularly required to talk or hear. The employee is
frequently required to sit, stand, walk, use hands to finger, handle or feel, and reach with hands
and arms. May be required to lift up to 25 lbs.

Position Type/Expected Hours of Work
This is a full-time position, Monday through Friday 8:00 a.m. - 5:00 p.m. Occasional early or
late hours may be required as job duties demand.

Required Education and Experience
• High School Diploma required; some college is preferred.
• 5-7 years' experience in customer service environment, warehouse/distribution environment
helpful.

Abilities:
• Strong verbal and written communication skills.
• Ability to successfully manage multiple projects simultaneously.
• Ability to exercise discretion, and good judgment in decision making is essential.
• Must possess excellent problem-solving abilities and be details oriented.
• Intermediate or advanced computer skills and proficient in Microsoft office suite
including word and excel.
• Must be able to work independently and handle multiple tasks in a fast-paced
environment.
• Strong interpersonal skills with the ability to establish and maintain good working
relationships with all levels of the organization.
• Strong customer service skills

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of
activities, duties, or responsibilities that are required of the employee for this job. Duties,
responsibilities, and activities may change at any time with or without notice.