Manager, Inside Sales & Customer Support - Positive Work Culture

JOB SUMMARY:

The Customer Service Manager is responsible for managing the Fluid Handling & Filtration Customer Service team to drive revenue growth, productivity, and exceptional levels of customer satisfaction. This role is responsible for overseeing the overall customer experience, accurate order entry and customer issue resolution. This role works closely with the General Manager, Applications Engineering and Sales to drive business performance.

ESSENTIAL DUTIES & RESPONSIBILITIES:

The major responsibilities of the position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Other duties, assignments, and specific projects may be assigned at the discretion of executive management.

• Develop and implement business plans and processes to support customer revenue growth.
• Achieve growth and hit company sale targets by successfully managing the inside sales team.
• Improve the Fluid Handling customer experience and created engaged customers.
• Work with the General Manager, Application Engineering and Sales to evaluate the business on a regular basis assessing performance, where the business has been won and lost; action plans will be developed for making improvements, where required, to gain market share.
• Build and maintain rapport with key clients.
• Manage team and process to take ownership of customer issues and following problems through to resolution.
• Set clear strategies and standard operating procedures to ensure consistent quality interactions and follow up with each customer.
• Develop and report key metrics and dashboard to the team and Management.
• Align talent to the day-to-day customer experience delivery to fulfill customer leads and optimize conversion rate.
• Hire, coach, develop, mentor, and train the team, ensuring feedback and coaching sessions are conducted regularly.
• Ensure the accuracy of sales, engagement, and responsiveness metrics by providing data and qualify checks on a regular basis. Consistently report results.
• Other job duties as assigned.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree, history of supporting proven business development and technical selling techniques.
• 5 or more years of experience in sales or customer service management.
• Demonstrated experience leading diverse inside sales and/or customer service teams.
• Must demonstrate excellent presentation, communication, writing and facilitation skills.
• Competence with computer software and CRM.
• Strong business acumen including knowledge of financial concepts and principles.
• Ability to adjust strategies and approaches quickly as conditions dictate.
• Possesses a combination of good process, conceptual, business analysis and problem-solving skills.
• Demonstrated computer proficiency in business-related software packages (i.e., MS Office, Salesforce); ERP systems experience is preferred.

LICENSING/CERTIFICATIONS:

N/A

KNOWLEDGE:

• Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Education and Training — Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

SKILLS:

• Persuasion — Persuading others to change their minds or behavior.
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking — Talking to others to convey information effectively.
• Coordination — Adjusting actions in relation to others' actions.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

ABILITY:

• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
• Written Comprehension — The ability to read and understand information and ideas presented in writing.
• Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
• Speech Clarity — The ability to speak clearly so others can understand you.

ADA REQUIREMENTS (For U.S. positions only):

• Keying/typing, sitting, standing, walking.
• Constant mental and/or visual attention; the work is either repetitive or diversified requiring constant alertness in an office environment.
• The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during normal performance of the job.
• Compliance with company attendance standards.
• FLSA status: Exempt, Salaried

TRAVEL REQUIREMENTS:

Ability to travel up to 5% of the time.

NOTE:

The above job description is intended to represent only the primary areas of responsibility; specific position assignments will vary depending on the business needs of the department.

JOB DESCRIPTION HISTORY INFORMATION:

Prepared by K. O’Connor; reviewed by M. Cheung

Date: 2024.5.6