Sales Support Manager

Description

The Sales Support Manager is responsible for leading, managing, and developing the Business Development Center (BDC) team to achieve sales and customer service objectives. This role involves overseeing all aspects of lead generation, customer communication (phone, email, text, chat), appointment setting, and customer follow-up to ensure a seamless and exceptional customer experience. The Sales Support Manager plays a critical role in driving dealership traffic and sales by optimizing BDC processes and coaching team members for peak performance.

Key Responsibilities:

• Team Leadership & Development: 
  • Recruit, hire, train, and onboard BDC Representatives.
  • Provide ongoing coaching, feedback, and performance evaluations to BDC team members.
  • Set clear goals, quotas, and key performance indicators (KPIs) for individual and team performance.
  • Motivate and inspire the BDC team to achieve and exceed targets.
  • Develop and implement training programs to enhance skills in customer service, sales techniques, product knowledge, and communication across various channels.
  • Establish and nurture strong relationships with dealerships to allow for open communication and collaboration.
• Operations Management: 
  • Oversee the daily operations of the BDC department, ensuring efficient workflow and adherence to company policies and procedures.
  • Manage and track all incoming leads (internet, phone, chat, etc.) and ensure timely follow-up.
  • Develop and refine scripts and word tracks for inbound and outbound calls and digital communications.
  • Monitor call volumes, response times, and appointment setting rates.
  • Implement and optimize CRM (Customer Relationship Management) system usage for tracking interactions, managing leads, and analyzing data.
  • Ensure accurate and up-to-date customer information is maintained in the CRM.
  • Address and resolve customer complaints and escalations promptly and professionally.
• Strategic Planning & Analysis: 
  • Analyze BDC performance data, identify areas for improvement, and implement corrective actions.
  • Develop and execute strategic plans to optimize lead generation, conversion rates, and customer retention.
  • Collaborate with other dealership departments (Sales, Service, Marketing) to ensure alignment and a consistent customer journey.
  • Stay informed about industry trends, digital marketing strategies, and new technologies to continuously improve BDC effectiveness.
  • Prepare and present regular performance reports to dealership management.
• Customer Engagement: 
  • Ensure all customer inquiries (phone, email, text, chat) are answered promptly, professionally, and accurately.
  • Confirm scheduled appointments and reschedule no-show appointments.
  • Inform customers of new launches, promotional offers, and dealership events.
  • Cultivate strong customer relationships and enhance overall customer satisfaction.

Qualifications:

• Education: Bachelor's degree or 5 years of related field experience preferred.
• Experience: 
  • Proven experience in a managerial role, preferably within a Business Development Center, sales, or customer service environment.
  • Experience in the automotive industry is highly preferred.
  • Strong background in sales, telemarketing, or call center operations.
  • Experience with digital marketing campaigns and lead generation is a plus.
• Skills: 
  • Exceptional communication skills (written, verbal, and interpersonal).
  • Strong leadership and team-building abilities.
  • Excellent organizational and time management skills.
  • Proficiency in CRM software and Microsoft Office Suite (Word, Excel, Outlook).
  • Analytical mindset with the ability to interpret data and make data-driven       decisions.
  • Ability to work in a fast-paced, goal-oriented environment.
  • Problem-solving skills and a proactive approach.
  • Customer-focused with a strong commitment to delivering exceptional service.

Working Conditions:

• Will require working evenings and weekends to support dealership hours and customer needs.

Physical Requirements:

• Ability to sit for extended periods, use a computer keyboard and mouse.
• Ability to lift up to 25 pounds (e.g., promotional materials, event setup).
• Ability to stand for extended periods during events and presentations.
• Must have good visual acuity for design and presentation purposes.

Benefits of Working at Swickard:

• Career Path – Swickard isn’t just a J-O-B. You’ll learn and grow into different roles and be able to take on new leadership responsibilities.
• Positive Culture - Be part of a supportive and collaborative team.
• Growth Opportunities - Opportunities for continued personal and professional growth.
• Competitive Compensation - Enjoy a competitive salary and comprehensive benefits package.
• We are an Equal Opportunity Employer and value diversity and inclusion at our company.

About Us

• We were founded in 2014 by Jeff Swickard in Wilsonville, OR.
• We’re a hospitality company that happens to sell cars, parts, and service.
• We are a team. Everyone plays a role in our success.
• Culture: We want to be our customers’ favorite place to purchase, lease, or service their vehicle and we want to be your favorite place to work!? 
• Highline Brands: Swickard has positioned itself as a leader in highline brands such as Mercedes Benz, BMW, Volvo, Porsche, Lexus, Audi, Land Rover, and more.
• We are consistently ranked as one of the fastest growing dealership groups in the US by Automotive News.

Most people have a stressful experience buying or servicing their car. It shouldn’t be that way. We’re looking for people as crazy as we are about revolutionizing the car-buying experience and it starts with hospitality. Hospitality isn’t just what we do, it’s who we are. We need exceptionally talented individuals to join our mission and embark on a challenging, rewarding career. Do you have what it takes?