Inside Sales Manager

Job Description

Job Description

The ISR Manager leads, develops and oversees the Inside Sales Representative (ISR) team responsible for managing and supporting product sales opportunity across for the US and Canadian markets at Wanzl North America (WNA). This role ensures the ISR function deliver high-level customer engagement, operational excellence, and measurable sales growth while aligning with company strategy and sales objectives.

The ISR Manager will partner closely with Directors, Key Account Managers (KAMs), National Account Managers (NAMs), Customer Service and other cross-functional teams to optimize sales performance, drive process improvements, and maximum value for customers and the business.

This position will be located at the Corporate Headquarters for Wanzl North America (WNA) in Denver NC.

Company and Opportunity Overview

Wanzl North America’s (WNA) vision is to be a leading entrepreneurial player in terms of market share, agility, and game-changing solutions. WNA is a solution provider, creating value along the supply chain of our customers, from the online purchase to the delivery to their customers.

WNA, which includes the Technibilt and Cari-All brands, headquartered in Denver, North Carolina. With nearly 500 employees and 175 MUSD of sales, WNA focuses on the retail and distribution market segments with marquee customers such as Walmart, Amazon, and the majority of large grocers and retailers.

In addition to being the largest manufacturer of shopping carts in North America, WNA has three (3) additional main product segments as well as a Service business, providing turnkey solutions for customer guidance (Access Systems) and Shelving & Fixtures, as well as Material Handling/Rolling Stock products. Additionally, WNA is active in building a “digital” business line with products for shopping cart containment, smart exit gate technology, and solutions for autonomous and/or semi-autonomous retail stores.

WNA is part of the Wanzl group, headquartered in Germany, and has 12 plants in 8 countries, providing comprehensive, solutions-driven service and expert knowledge of local markets for customers across the globe through their 360&degree; service.

Duties and Responsibilities:

Leadership & Team Management

• Lead, coach, and mentor the ISR team, fostering a high-performance, customer-first mindset.
• Set clear goals, KPIs, and expectations for individual ISRs and the team.
• Conduct regular performance reviews, provide ongoing feedback, and support professional development.
• Remove operational and process barriers by partnering cross-functionally to streamline workflows, eliminate delays, and improve ISR productivity.
• Build a highly accountable team culture by setting expectations, monitoring performance, and using coaching and development focused guidance to ensure team members achieve success.
• Foster a positive, collaborative team environment, reinforcing Wanzl values and creating a strong sense of purpose and engagement..

Sales Strategy & Execution

• Oversee the qualification of targeted leads and ensure ISRs effectively identify opportunities across existing and prospective accounts.
• Partner with Sales Leadership to coordinate strategies that optimize growth within assigned accounts.
• Monitor key account activity to ensure ISRs are delivering timely proposals, quotes, and follow-up.
• Review and validate customer insights, sales data, and pipeline health to drive accurate forecasting and prioritize team efforts.

Operations & Process Improvement

• Ensure accurate and timely updates in Smartsheet/CRM systems across the ISR team.
• Track and analyze inside sales performance metrics, including volume, revenue, conversion rates, and customer engagement.
• Identify process bottlenecks and lead initiatives to improve efficiency, consistency, and customer experience by removing root-cause obstacles related to tools, processes, and communication gaps.
• Partner with Customer Service leadership to ensure seamless collaboration, issue resolution, and customer satisfaction.
• Oversee review and distribution of incoming leads from website and other Wanzl subsidiaries.

Collaboration & Communication

• Collaborate with cross-functional partners on RFPs, tenders, and strategic account initiatives.
• Lead quarterly client/industry review processes for ISR-supported accounts, ensuring high-quality deliverables and actionable insights.
• Represent the ISR team in sales leadership meetings, contributing data, trends, and recommendations.

Customer Engagement

• Support escalated customer interactions to ensure issues are resolved quickly and professionally.
• Maintain oversight of key relationships within the ISR portfolio and guide ISRs in strengthening customer partnerships.

Skills and Experience:

• Bachelor’s degree required, business or related field preferred.
• Minimum 3-5 years of Inside Sales, Customer Service, or commercial experience, with at least 2 years in a supervisory or team lead role.
• Minimum 3-5 years of supervising sales teams utilizing a CRM (I.E. Salesforce, SAP CX, etc.).
• Demonstrated ability to coach, develop, and motivate sales talent.
• Strong communication, interpersonal, and relationship-building skills.
• High proficiency in creating and utilizing Microsoft Office (Teams, Excel, Word, PowerPoint).
• Excellent organizational skills with ability to manage multiple priorities in a fast-paced environment.
• Analytical mindset with proven ability to interpret sales data and drive action.
• Travel up to 25%, as needed.