Customer Success and Inside Sales Manager

Petoskey Plastics is an environmentally focused recycler and film, bag and resin manufacturer providing superior products and solutions. We are dedicated to our mission statement: to earn the appreciation and respect of our customers, associates, and communities.

The Customer Success and Inside Sales Manager will be responsible for leading our customer service team and inside sales team ensuring exceptional service delivery to our clients and achieving sales targets. This role is critical to our market growth and profitability, blending customer service excellence with strategic sales leadership. This role requires strong leadership skills, excellent communication abilities, and a passion for customer satisfaction.

Responsibilities

• Lead and manage the customer service team to ensure high-quality service delivery and customer satisfaction
• Develop and implement customer service policies, procedures, and standards to enhance the overall customer experience
• Train, coach, and mentor customer service representatives to ensure they have the necessary skills and knowledge to excel in their role
• Handle escalated customer inquiries and complaints, providing timely and effective resolution to maintain customer satisfaction
• Monitor and analyze customer service metrics, such as response times, resolution rates, and customer feedback, to identify areas for improvement
• Collaborate with other departments, such as Sales, Marketing, and Operations, to address customer needs and enhance the overall customer experience
• Facilitate the access to customer portals to ensure adherence to their quality and shipping requirements
• Stay informed about industry trends and best practices in customer service management, and implement relevant strategies to stay competitive
• Prepare regular reports and presentations on customer service performance and initiatives for management review
• Develop and implement effective sales strategies to meet or exceed company sales objective
• Coordinate sales distribution to established customers advising them of products, pricing, sales and advertising techniques.
• Secure sales orders that meet the company objectives of volume and profitability
• Monitor and analyze sales performance metrics, such as sales volume, revenue, and profit margin
• Understand customer needs and preferences, address any concerns or issues promptly, and identify opportunities for upselling or cross-selling
• Perform additional duties as assigned by management

Education

• Bachelor's degree in Business Administration, Marketing or related field preferred

Experience

• Proven experience in a customer service management or supervisory role, with a track record of delivering exceptional service and sales results
• Previous experience in a leadership or mentoring role

Knowledge, Skills, Abilities

• Strong leadership and team management skills, with the ability to motivate and inspire team members
• Detail-oriented with a high level of accuracy in data entry and order processing
• Strong organizational skills with the ability to multitask and prioritize effectively
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with team members
• Ability to handle difficult situations and resolve conflicts effectively
• Analytical mindset with the ability to interpret data and make data-driven decisions
• Proficiency in customer service software and CRM systems
• Detail-oriented with a focus on accuracy and quality of work
• Flexibility to adapt to changing priorities and deadlines
• Service oriented approach to problem solving

Essential Functions

• Regular and Reliable Attendance
• Standing
• Sitting
• Walking
• Lifting/Carrying up to 30 pounds
• Reading
• Writing
• Problem Solving
• Decision Making
• Concentration