Inside Sales Manager

Mission

The Inside Sales Manager – Steel Division is responsible for leading centralized Steel Inside Sales organization and driving customer engagement, responsiveness, and revenue growth across the Steel Division. This role oversees all inbound and outbound customer development activities, establishes performance metrics and accountability standards, and works cross-functionally to improve customer experience while generating new and expanded business opportunities.

The position will be based in Raleigh, NC or Charlotte, NC and will serve as a key commercial leader focused on strengthening customer relationships, improving operational responsiveness, and supporting the continued growth of the steel business.

This position reports to the Director of Purchasing & Marketing and works closely with Internal Sales Efficiencies Manager, Regional Sales Managers, Territory Managers, Branch Leadership, and Executive Management.

Key Responsibilities

• First 3 months: act as primary outbound call specialist (customer engagement) to gain a clear understanding of the role and its requirements.
• After first 3 months, create, develop, and manage the centralized Steel Inside Sales & Customer Development team, supporting multiple geographic markets and branch locations.
• Establish and implement a customer engagement strategy that strengthens customer relationships, improves responsiveness, increases customer cross-selling, market penetration, and drives profitable sales growth across the steel division.
• Oversee all inbound customer interactions in specific market locations, ensuring superior service levels while creating a customer experience that differentiates from competitors.
• Develop, monitor, and report with performance dashboards and scorecards on key performance indicators (KPIs) related to:
• Inbound call activity
• Call response rates
• Missed call percentages
• Quote turnaround times
• Order processing turnaround times
• Quote-to-order conversion rates
• Customer retention and engagement metrics
• Implement processes and accountability measures to improve response times, increase customer satisfaction, and maximize sales conversion opportunities.
• Design and lead a structured outbound customer development program focused on proactive customer outreach, account penetration, lead generation, and business growth.
• Direct customer contact initiatives that identify upcoming project opportunities, strengthen relationships with existing customers, reactivate dormant accounts, and uncover additional revenue opportunities.
• Establish outbound activity expectations and measure program effectiveness through customer contacts, opportunities generated, quotes issued, orders secured, and revenue produced.
• Collaborate closely with Purchasing, Operations, and Sales leadership to align customer demand, inventory availability, pricing strategies, and service execution.
• Lead recruiting, training, coaching, and performance management efforts to build a high-performing inside sales organization capable of delivering consistent customer service and sustainable growth.
• Provide regular reporting and performance updates to leadership regarding customer engagement, service levels, pipeline development, revenue opportunities, and overall business performance.

Desired Skills & Experience

• Minimum 5 years’ experience in metals distribution, preferably in a management role.
• Strong analytical skills with the ability to interpret commodity market data and build actionable recommendations
• Ability to coach and support sales teams without direct authority
• Excellent communication skills, both internal (sales teams, procurement) and external (mills, suppliers, customers)
• Highly organized with the ability to manage multiple ongoing priorities
• Flexibility in a dynamic, fast-moving, commodity-driven environment