Manager, Inside Sales and Customer Service

Confidential
Texas / Remote
30+ days ago

Job Description

FUNCTIONAL SCOPE AND RESPONSIBILITIES:

Seeking results-oriented, customer-centric inside sales management professional with experience in a digitally-driven environment.

In the spirit of aggressively scaling our business via e-Commerce, marketing outreach, and Inside Sales, we are seeking an experienced call center business development and customer service manager that can build a team of highly motivated, self-disciplined, individuals who are poised to propel us into innovation and growth. The right person will leverage technology, and experience to bring new optimized processes, and build a team of highly motivated, driven, and talented business development specialists.

Manager of Inside Sales and Customers Service will inspire and lead the efforts of the Inside Sales Team (BDS), and Customer Service Team (ISC’s) with the primary mission of driving new business via e-Commerce, and marketing-generated leads. In addition, the “Manager” will lead the Customer Service Team in providing “white glove “ post-sales service.

The ideal candidate for this role will be a highly driven individual, with past success in leading inside sales/call center business development teams. The candidate will possess excellent verbal and listening skills, a strong passion to convert new customers and deliver exemplary service to existing customers. She/he possesses proven sales, and process management skills that will be the driving force in increasing new business conversion via online (e-Comm), telephone, and email while delivering excellent service to our customers.

The candidate for this role will be experienced in managing local and remote staff, with the ability to leverage technology (such as Zendesk Customer Support software, Sugar CRM, Magento e-Commerce, Monday.com) in driving consistent processes, managing tickets/inquiries, monitoring and driving performance improvement.

ESSENTIAL JOB FUNCTIONS:

· Assess current customer service and business development processes in Mexico and the United States and develop a well-structured and consistent process across all functional roles.

· Provide sales process training and implement consistent business development process that will increase staff’s new business conversion and customer retention skills (for example, Relating, Discovery, Advocating, and Support skills)

· Monitor call center activities and customer interactions and provide daily coaching to drive improved selling and support skills

· Hire and retain highly motivated, energetic, and professional staff that are driven by winning new customers, and scaling our e-Commerce and Senseon sales

· Establish and monitor Key Performance Indicators with staff to optimize performance (i.e. Customer Ratings, # of tickets closed satisfactorily, daily sales by BDS, and marketing qualified leads converted to new opportunities via chat, telephone, and email)

· Improve customer retention and proactively utilize data to create new sales opportunities

· Keep management informed by submitting iterative activity and results reports

· Oversee the optimization of our customer service platform (Zendesk)

· Collaborate with Product Management, Manufacturing Engineering, Pricing, Production Planning, and Sales to ensure required preparation in advance of product launches.

· Provide order management and customer service support to international and affiliate customers

· Assign annual and quarterly objectives and KPI’s to Inside Sales and ISC teams

· Drive collaboration and teamwork between NA and European teams

· Monitor and report on competitive activities

KNOWLEDGE REQUIRED:

· 5+ years of progressive experience specializing in B-B or B-C telephone and online business development call center management

· Strong Leadership, Sales Process, Team Building, and Business Development expertise

· Excellent written, verbal, and presentation skills

· Analytical and data-driven

· Ability to communicate clearly and articulate thoughts and direction at all levels of the organization

· Experience in the e-Commerce Help Desk and Call Center management

· Past Experience with Customer Service Software (i.e. Zendesk), CRM, Magento e-Commerce, ShipStation, SKUVault, Excel, and program management and collaboration tools such as Monday.com, A plus

· Bachelor’s degree in Business or Technical trades

SKILLS AND ABILITIES REQUIRED:

· Outstanding speaking and listening skills

· High level of curiosity in learning mechanical engineering movement, and electronic access control solutions

· Ability to rapidly retain product knowledge

· Ability to handle objections, selling & closing

· Acute sense of detail and exceptional organizational skills

· Efficient, fast and accurate work

· Fluent in Spanish and English

· Team player

· An entrepreneur within position or industry, requiring the commanding presence and dynamic qualities

· Must demonstrate a high degree of motivation, energy, and enthusiasm

· Ability to think strategically, creatively and demonstrate overall business acumen

· Must possess excellent organizational, time management, and multi-tasking skills

· Proven track record in mentoring, coaching, and top-grading multi-functional marketing teams

· Proven track record of teamwork and collaboration with other departments

· Must be willing and able to travel 20% of the time (could be higher if not located in Southern California or Mexicali, MX)

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday

Supplemental Pay:

  • Bonus pay

Experience:

  • Management: 5 years (Required)

Willingness to travel:

  • 25% (Required)

Work Location:

  • Multiple locations

Work Remotely:

  • Yes

Source

https://www.indeed.com/jobs

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