Mgr, E&R Inside Sales

Job Description

Job Description

POSTION SUMMARY:

The Inside Sales Manager partners with leadership to build an open environment of proactive communication within the Inside Sales Customer Service Center that allows for flawless execution of strategic objectives to position E&R Industrial as the customer’s first choice. Maintains a strong cross functional network to ensure a personal and seamless customer experience through multiple channels utilizing onsite as well as virtual team members. Accountable for delivering customer service goals, P&L performance, a highly engaged team and to build a culture of Continuous Improvement.

Under the direction, specific duties include:

• Execute the strategic vision that connects customer requirements to operations and delivers on goals and expectations to achieve desired results.
• Build a high-performance team that flawlessly executes on the company’s strategic vision and delivers on the operational objectives.
• Take initiative to develop new techniques and assist with individual and team development.
• Lead projects to provide consistent customer service in alignment with company strategy.
• Partner with internal and external customers in order to identify needs and share information that helps E&R Industrial to provide exceptional service.
• Identify, analyze, organize, and lead operational development opportunities that are scalable within the customer service organization and that enhance the E&R Industrial strategy.
• Partner with other leaders to ensure exceptional service and operational excellence of the regional customer service department and remote workforce.
• Partner with cross-functional teams in disaster recovery, contingency planning and workload balance. Foster a continuous improvement culture by using CI tools and methodologies to make problems visible and generate process improvements required to build standardization and operational excellence within the customer service department.
• Develop and communicate consistent and continuous information about the organizational vision, mission, strategies, values, direction as well as our market strategy and change initiatives.
• Make informed business decisions by analyzing data to maximize service to our customers and partner with workforce management to make scheduling recommendations to meet defined service levels.

PREFERRED EDUCATION & EXPERIENCE:

• College degree or similar work experience
• Experience in preparing and analyzing price large quotes for new and existing business is a key aspect
• Ability to identify and resolve complex issues related to quotes and customer needs
• 1-3 years, experience leading or managing a medium to large team of hybrid team members in a contact center and/or Inside Sales environment
• Interpersonal and communication skills
• Understands all operations of a customer service department, and an awareness of the other areas and how they link to and impact each other.
• Ability to effectively utilize and interpret multiple data points to evaluate risk and make appropriate broad business decisions.
• Knowledge or experience with metalworking products, such as cutting tools and abrasives

SKILLS AND ABILITIES:

• Computer knowledge- Excel, Word, PowerPoint, Outlook.
• Proficiency in using customer service hardware and software and operating and navigating multiple PC-based programs at once.
• Attention to detail and the ability to multi-task
• Able to operate powered industrial equipment
• Able to operate computerized scanning equipment
• Able to follow verbal and written instructions with minimal supervision.
• Use leadership skills to coach and facilitate service improvement, team behavior and to effectively communicate our vision and direction
• Has a solid understanding of the industry, market trends and customer base.

WORK ENVIRONMENT:

• Work conditions are typical of an office environment
• Office job requires ability to lift <25 lbs. and/or rarely work in difficult positions
• Hybrid schedule

The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.