Inside Sales Manager

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.

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 database 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.

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.

• 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.