Inside Sales and Customer Service Manager

Description

Job Summary: HI-Speed Industrial Service is seeking a dynamic and results-oriented Inside Sales & Customer Service Manager to lead our inside sales team in the industrial parts business. The ideal candidate will not only drive the sales team to meet and exceed revenue and customer service targets but also play a pivotal role in coordinating with warehousing to ensure seamless order fulfillment and customer satisfaction.

Responsibilities:

• Lead and motivate a team of inside sales representatives to achieve and surpass sales targets in coordination with the Director of the Company’s outside selling efforts.
• Develop and execute sales strategies and tactics to drive revenue growth, customer acquisition, and retention.
• Set clear sales objectives, monitor progress, and provide regular performance feedback to the team.

Customer Relationship Management:

• Cultivate through the team and maintain strong relationships with key customers and prospects.
• Ensure that customers receive exceptional service and support throughout the sales process, reported through KPIs.
• Address customer inquiries, concerns, and issues to maintain customer satisfaction with regular measurements and KPIs.
• Manage the customer service and sales process by metrics and report to management on same.

Sales Process Improvement:

• Continuously assess and improve the inside sales process to enhance efficiency and productivity.
• Implement best practices, sales tools, and training programs to optimize the sales team's performance.

Forecasting and Reporting:

• Develop accurate sales forecasts and revenue projections and manage.
• Generate and present sales reports, metrics, and insights to senior management.

Warehousing Coordination:

• Collaborate with the warehousing team and Controller to ensure timely order fulfillment and delivery.
• Work with warehousing to monitor inventory levels, lead times, and stock availability to meet customer demands.
• Work with warehousing to address any issues related to order accuracy, damaged goods, or delayed shipments.

Team Development:

• Recruit, train, and mentor inside sales representatives to develop and hone skills and performance.
• Foster a positive and results-driven team culture.

Compliance and Documentation:

• Ensure that all sales transactions and records are compliant with company policies and industry regulations.
• Maintain accurate and up-to-date documentation of sales activities and customer interactions.

Budgeting

• Develop and manage a multi-million dollar annual budget (P&L) and Balance Sheet
• Report results monthly to management

Customer Interaction:

• Communication: Engage with industrial customers through various channels, including phone calls, emails, and online chat, to address inquiries, provide information, and offer assistance.
• Relationship Building: Cultivate and maintain strong relationships with key industrial clients, understanding their unique needs and preferences.

Order Processing:

• Order Verification: Review and verify industrial orders to ensure accuracy, completeness, and alignment with customer specifications.
• Order Entry: Input and process customer orders accurately and efficiently, utilizing relevant software systems.

Problem Resolution:

• Issue Identification: Proactively identify and address any issues or challenges in the order fulfillment process.
• Resolution Management: Collaborate with internal teams, such as logistics, manufacturing, or quality control, to resolve customer issues promptly and satisfactorily.

Team Management:

• Daily Briefings: Conduct daily meetings with the customer service team to review priorities, address concerns, and provide guidance on handling customer inquiries.
• Task Assignment: Allocate responsibilities and tasks among team members based on workload and expertise.

Performance Monitoring:

• Metric Tracking: Monitor key performance indicators (KPIs) such as order fulfillment times, customer satisfaction scores, and issue resolution metrics.
• Data Analysis: Analyze daily performance data to identify trends, areas for improvement, and success stories.

Communication with Other Departments:

• Cross-Functional Collaboration: Collaborate with other departments, such as sales, production, and logistics, to ensure seamless communication and coordination.
• Updates: Provide updates to relevant departments regarding customer feedback, concerns, and special requirements.

Training and Development:

• Training Sessions: Conduct training sessions for customer service representatives to enhance product knowledge, communication skills, and problem-solving abilities.
• Skill Development: Identify areas for individual and team improvement and implement plans for ongoing development.

Documentation and Record-Keeping:

• Record Maintenance: Ensure accurate and up-to-date records of customer interactions, orders, and issue resolutions.
• Documentation Compliance: Ensure that all customer service activities comply with company policies and industry regulations.

Customer Feedback Management:

• Feedback Collection: Collect and document customer feedback on products, services, and overall experiences.
• Continuous Improvement: Use customer feedback to identify areas for improvement in products, services, and customer service processes.

Prioritization:

• Task Prioritization: Prioritize tasks based on urgency, customer importance, and strategic priorities.
• Time Management: Manage time effectively to balance competing demands and deadlines.

Requirements

• Bachelor's degree in business, sales, or a related field (or equivalent work experience).
• Proven experience in inside sales management, preferably within the industrial parts or manufacturing industry.
• Proven experience in warehousing, use of a WMS, strong experience in metrics-based management of warehousing operation.
• Strong leadership and communication skills.
• Ability to analyze sales data and make data-driven decisions or recommendations.
• Proficiency in CRM software and sales tools.
• Exceptional problem-solving and negotiation skills.
• Results-oriented and highly motivated.