Sales Support Manager

Job Description

Job Description

PURPOSE OF POSITION:

The Sales Support Manager oversees the daily activities of the sales support group, encompassing areas such as customer service, sales assistance, and order processing. Additionally, this position serves as the intermediary between the sales support group and other departmental leaders to address and resolve any customer-related or intercompany sales support issues.

RESPONSIBILITIES:

Management:

• Mange subordinate staff in the day-to-day performance of their jobs.
• Serve as the primary intermediary between the sales support team and other departments, addressing and resolving issues within the sales support group.
• Collaborate with other departments to achieve organizational goals.
• Mange complex customer requests or complaints in conjunction with the sales, quality and production teams.
• Proactively lead efforts to resolve time sensitive order issues and incidents across the organization.
• Ensure the team is hitting their departmental and individual KPIs.
• Foster a culture of white glove customer service through coaching, development and accountability within the team.
• Drive training for best practices

Customer Service:

• Act as the day-to-day face of Anchor Ingredients to its customers, ensuring a consistently positive experience
• Build relationships with customers through regular communication regarding order frequency, delivery status, issue resolution and post-order confirmation of a satisfactory experience.
• Own customer inquiries from initiation to resolution
• Work independently to problem solve customer issues or transactions

Sales Support and Order Processing:

• Generate sales and purchase contracts as directed by the Sales team
• Communicate regularly with Anchor Sales, Freight, Demand Planning and Quality Assurance teams to ensure customer orders arrive on time and in full.
• Attend in-person customer meetings and trade shows, as needed
• Assist Sales team in analyzing contract balances, customer specifications, approved vendor status and reporting on Anchor’s service level.
• Review margin analysis with Sales team Process orders provided by the Sales team
• Ensure that order changes and required data and documentation are entered in a timely manner so that accurate paperwork is communicated to all necessary parties when needed.
• Manage the timely conversion of commodities to ingredients at third-party facilities
• Manage freight claim issues from identification to resolution
• Handle all administrative duties related to assigned orders

QUALIFICATIONS:

The ideal candidate will possess the following:

• Bachelor’s degree in business related field; or 4 years of related experience
• 5+ years of customer service experience
• 2+ years in a management role
• Strong verbal and written communication skills
• Meticulous attention to detail and accuracy in work product
• Demonstrated problem solving skills
• Intermediate skill with Microsoft Office products including Outlook, Excel, Word and PowerPoint
• Flexibility and the ability to thrive in a fast-paced environment
• Excellent interpersonal skills and a team player

WORK ENVIRONMENT & PHYSICAL DEMANDS

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job operates within a professional office environment. While performing the duties of this job inside the office, the employee is frequently exposed to normal working conditions for an office environment with a noise level that is usually quiet to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee may be required to stand for long periods of time as well as use hands or fingers to reach or handle, and to reach with hands and arms. The employee is regularly required to stand, walk, climb, balance, stoop, kneel, crouch, or crawl. The employee will occasionally lift and/or move up to 40 pounds. All vision abilities are required to encompass close-up work. On occasion, employee must be able to tolerate and endure extended seasonal hours and maintain alertness to meet deadlines.

ABOUT THE COMPANY:

Headquartered in Fargo, ND, Anchor Ingredients is the most customer-centric, innovative and transparent farm-to-food partner, dedicated to delivering premium ingredients and added value services to the food and pet food industries. Our farm-level relationships, combined with our global reach, allow us to efficiently procure and process ingredients from around the region and throughout the world, uniquely positioning us to fulfill our customers' diverse ingredient requirements. We take pride in our world-class team which boasts extensive industry experience combined with an unwavering dedication to our company’s mission, vision and values, and a commitment to delivering quality and innovation throughout the entire food supply chain.

DISCLAIMER:

This job description is not a complete description of responsibility, but reflects the general qualifications, duties and/or responsibilities necessary to perform this position. Anchor Ingredients reserves the right to revise the job description as circumstances warrant. All candidates who receive a written offer of employment will be required to successfully pass a background check, as well as testing for commonly abused controlled substances in accordance with the company’s Drug Free Workplace Policy. Anchor Ingredients is an at-will employer, which means that either the employee or the company may terminate the relationship at any time, with or without notice, and with or without cause. We are an equal opportunity employer.