Job Description

Manager of Customer Support and Inside Sales

ABOUT THE POSITION

We are looking for a Manager of Customer Support and Inside Sales that will be responsible for the management and coordination of all activities related to inside sales and customer service for industrial supplies. This position manages a team that operates 10 hours a day, 5 days per week. The focus of this role is to drive high customer experience and sales to meet expected targets for revenue & profitability for our industrial supply business. The ideal candidate has a minimum of six – ten years of proven leadership experience, high emotional intelligence, strong critical thinking, attention to detail and exceptional customer focus. The role requires the leader to model and cultivate a growth culture to support our rapid growth.

This position is based in Denver, CO and will report to the Vice President.

WHAT YOU’LL DO IN THIS ROLE

Supervise, organize, mentor and coach assigned team members in performance of their duties while influencing others to carry the company culture forward.
Responsibilities include interviewing, hiring, and appraising performance, rewarding, and disciplining employees.
Promote customer service experience and manage external relationships through written and verbal communication.
The manager is also responsible for providing process instruction and standards to staff.
The customer service leader acts as the escalation point between the customer and the company’s operations team. This includes departmental interface with accounting, outside sales and purchasing, and senior leadership; as necessary.
Provide guidance, coaching, leadership, direction, and experience to the Inside Sales staff in order to maximize profits and sales
Responsible for KPI tracking of department goals & objectives and contributing to the overall achievement of those goals & objectives. This includes creating and maintaining the department's performance metrics.
Performs other duties as assigned.

QUALIFICATIONS

Position requires a bachelor’s degree and a minimum of 6 years of relevant experience and/or industry background
Strong work ethic and self-motivated..
Excellent verbal and written communication skills
Proven problem-solving skills with an attention to detail and be very comfortable in adversarial business environments.
Flexibility to work with multiple teams, including other locations
Knowledge in customer support and effective management of customer support team.
Must have excellent customer relationship skills, and be able to handle complex requests
Must have strong organizational skills and be able to multi-task and prioritize daily activities
Have an excellent working knowledge of the standard suite of office software products (MS Word, Excel, PowerPoint, Project, et. al.) with demonstrated ability to use Pivot Tables, VLOOKUP, etc.
Demonstrated experience with Microsoft Business Central or other ERP systems is a desired
Prior experience with Microsoft Dynamics 365 Sales or other CRM is a plus
Demonstrated leadership skills that are effective and motivational, while being able to supervise, direct, and train departmental personnel.
Expertise in the area of customer support and effective management of customer support team.
Ability to operate within established processes and guidelines while being a proponent of organizational change.
Strong analytical ability and attention to detail.
Excellent problem-solver.
Skilled at managing cross-functional projects.
Ability to adjust and respond to shifting priorities.