Inside Sales & Equipment Specialist Manager

Job Description

Job Description

Summary: The Branch Inside Sales & HVAC Equipment Specialist Manager is responsible for the leadership, performance, and strategic direction of the branch Inside Sales, Will Call Counter, and Reception functions. This role drives sales growth, customer experience excellence, and operational efficiency while ensuring alignment with branch revenue and profitability goals. $90,000 - $115,000 per year, DOE

In addition, this position serves as the branch’s HVAC Equipment subject-matter expert, supporting equipment sales growth through technical expertise, team development, and collaboration with the Equipment Sales Team, vendors, and customers.

This leader is expected to elevate inside sales performance, drive accountability through metrics, and proactively develop both people and processes to achieve sustained results.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Inside Sales Leadership & Performance Management

• Lead, develop, and manage Inside Sales Support, Will Call Counter, and Reception staff, including hiring, coaching, performance management, and corrective action.

• Establish a high-performance culture focused on sales growth, responsiveness, accuracy, and customer satisfaction.

• Evaluate daily, weekly, and monthly performance against sales goals, activity metrics, and accuracy standards.

• Monitor and analyze KPIs, including call volume, conversion rates, ticket accuracy, order cycle time, and sales per associate.

• Drive proactive selling behaviors, ensuring team members identify opportunities, upsell, and promote products, not just process transactions.

• Ensure timely and accurate processing of quotations, orders, returns, credits, and order changes.

• Maintain strong collaboration with Outside Sales and Equipment Sales teams to support coordinated sales efforts, promotions, and customer programs.

Customer Experience & Sales Execution

• Ensure consistent delivery of exceptional customer service across all touchpoints (counter, phone, and reception).

• Resolve escalated customer issues using product knowledge, urgency, and professionalism.

• Build and maintain strong customer relationships, positioning the branch as a trusted partner.

• Support and reinforce a culture of solution-based selling rather than transactional order-taking.

HVAC Equipment Technical Leadership

• Serve as the branch’s primary technical expert for HVAC equipment, including system applications, product compatibility, and installation requirements.

• Support contractors, dealers, and internal teams in equipment selection, system design, and application solutions.

• Partner closely with the Equipment Sales Team on:

• Equipment sales strategies

• Promotions and dealer programs

• Incentives and growth initiatives

• Provide ongoing technical and product training to inside sales and counter teams.

• Coordinate with Equipment Technical Support to resolve complex product or application issues.

Inventory and Pricing Collaboration

• Partner with purchasing and leadership to align inventory levels with demand, especially for equipment and supporting materials.

• Support development and execution of pricing strategies to maximize margin and competitiveness.

• Ensure proper stocking of complementary products to support complete system sales.

Vendor Relations & Market Awareness

• Maintain strong relationships with key vendors and manufacturers.

• Stay informed on industry trends, competitive positioning, and market conditions.

• Monitor and communicate opportunities related to rebates, tax credits, and local incentive programs.

• Assist in evaluating and onboarding new equipment vendors or product lines.

Operational & Administrative Leadership

• Oversee scheduling, staffing plans, PTO approvals, and timecard management to ensure proper coverage.

• Conduct performance reviews and provide ongoing coaching and development for all direct reports.

• Enforce company policies related to safety, ethics, inventory control, system security, and loss prevention.

• Generate and analyze reports from ERP and warehouse systems to track:

• Sales performance

• Call activity

• Order accuracy

• Operational efficiency

• Participate in training, product meetings, and company initiatives to drive continuous improvement.

SUPERVISORY RESPONSIBILITIES: Directly supervises and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.

The manager is also responsible for the oversight and performance of all functions below

• Customer quotations, order entry, and order lifecycle management

• Inventory lookups, order tracking, and delivery coordination

• Credit and return processing

• Customer communication and follow-up

• Counter sales and walk-in customer support

• Sales growth through product promotion and cross-selling

  QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  EDUCATION and/or EXPERIENCE:

• High School diploma or GED required; Bachelor’s degree preferred

• Minimum 5 years of HVAC distribution or related industry experience preferred

• Proven leadership experience in a customer-facing sales or operations environment

• Demonstrated ability to lead teams, drive performance, and manage accountability

• Strong sales acumen with a focus on growth, margin, and customer retention

• Strong knowledge of HVAC systems, equipment, and applications

• Ability to analyze data and translate insights into action

• Excellent communication, coaching, and interpersonal skills

• Ability to pass a background check and drug test.

MATHEMATICAL SKILLS: Ability to verify and calculate figures such as cost, commissions, credit, rebate, and profit, understand and interpret financial data and reports and balance sheets.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or scheduled form. Ability to use sound judgment and problem-solving skills to analyze customer, branch, and employee problems and to recommend the proper course of action. Ability to organize and prioritize job projects and requirements.

COMPUTER SKILLS: Comfortable working with computers, both Windows-based and on the network system.

• Proficiency in Microsoft Office; experience with ERP/CRM systems (INFOR M3, LEADSMART preferred)

• Must be able to effectively use the internet to research products or industry data and information.

ATTENDANCE DEMANDS: The attendance demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Must ensure the department is properly staffed for operating hours of the branch or within normal business hours as established by management.  The employee may be required to travel to different locations.  Employees may be required to work overtime, and occasionally Saturdays and Sundays.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands, handle, or feel; and speak, read, and hear English.  The employee is frequently required to reach with hands and arms.  The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.

• This is a high-stress and fast-paced environment.

DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Hercules Industries is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as a qualified individual with disability, or other legally protected status.

Comprehensive benefits are an important component of an employee's compensation package. Hercules recognizes the contribution of every team member and, therefore, is pleased to offer a competitive and cost-effective benefits package to support your needs and long-term goals. 

Hercules Industries offers the following insurance: medical, dental, vision, Short Term Disability, Long Term Disability, and Employee Life Insurance (Basic Life/AD&D and Voluntary Life AD&D). We pay Holiday, vacation, and sick time; as well as a Flexible Spending Plan, Wellness Program, and Employee Assistance Program (EAP).

We offer a 401(k) Savings Plan and an Employee Stock Ownership Plan (ESOP). Effective October 1, 2019, Hercules became an employee-owned company. An ESOP is a qualified retirement plan.

Hercules encourages and supports participation in service activities that contribute to our community.  Employees are permitted to take three paid hours of work per month to participate in an approved community service activity.  

The company offers a quarterly Hercules Employee-Owner Partners in Profit Bonus based on eligibility.