Inside Sales Manager - Urgent Hire! at Catenon in Cedar Grove, NJ

Company Description

American born, American based company that revolutionized the U.S. pool cleaning industry by introducing the first robotic pool cleaner in 1982, is looking to hire a top Sales and Customer Service Manager for its plant in Cedar Grove, NJ.

Job Description

Main Responsibilities

• The general purpose is to plan, co-ordinate and control the activities of the inside sales team to maintain and enhance customer relationships and meet organizational and operational objectives.

• Develop and implement customer service policies and procedures in coordination with the Sales VP

• Define and communicate customer service standards and oversee the achievement of these standards

• Direct the daily operations of the customer service team: Plan, prioritize and delegate work tasks to ensure proper functioning of the department

• Review customers complaints and track customer complaint resolution by direct involvement by phone, e-mail, internet, or face-to-face.

• Daily follow-up and answer of customers reviews in the Internet; utilize social media to respond to customers’ complaints or praise.

• Handle complex and escalated customer service issues

• Provide help and advice to customers using the company’s products or services

• Monitor accuracy of reporting and data base information and analyze relevant data to determine customer service outputs. Establish KPI’s to be followed on daily/ monthly basis.

• Identify and implement strategies to improve quality of service, productivity and profitability

• Liaise with external service centers and monitor its performance evaluating the service provided to customers

• Oversee product exchanges, returns and repairs in coordination with the Service department.

• Update delivery information of orders with operations and shipping departments to provide the information to customers.

• Train and coach the inside sales team to grant their capability to solve customers’ issues keeping them up to date with changes or innovations with the R&D department and providing scripts to read from during phone calls or train on how to write correspondence.

• Responsible for a sales budget and objectives for the department.

• Ensure the sales back office duties to give support to external sales team in terms of information, preparation of documents and technical advice

• Be updated on customers’ accounts and payment statements in coordination with the financial department.

• Grant that sales pipeline remains full with qualified leads and projects.

• Report to senior management on sales metrics, opportunities and threats.

• Evaluate and improve inside sales and sales administration process

• Coordinate inside sales activities and projects, promotional campaigns, telemarketing actions in coordination with the Marketing department.

• Monitor employee productivity and motivate team to reach daily dial goals

• Plan staff needs and structure for the department.

Qualifications

Specific knowledge and skills

• Ability to plan and manage both the strategic and operational levels.

• Familiarity with sales process and customer care in B2B, B2C and internet reviews.

• Exceptional written and verbal communication skills

• Ability to maintain a positive attitude at all times

• Experience working with technical products, service, repairs, etc.

• High proficiency in Excel and Access and SAP or equivalent ERP

Ability to work collaboratively with colleagues and staff to create a results driven, team oriented environment

• Proactive attitude, act more than react. Experience reporting to a senior manager, providing ideas and solutions. Able to analyze the current processes and staff and propose improvements

• Sales-oriented, customer-oriented, positive, proactive and able to lead changes.

Additional Information

Previous Experience

• At least 5 years work experience leading a customer service/inside sales team, preferably in an industry with a technical product that requires service and maintenance.

• Highly desirable his/her knowledge and involvement in professional channels (distributors, dealers) and also the internet channel in terms of customer service.

• Previous experience in external sales will be a plus.