Director of Sales and Customer Service-Onsite OKC, OK

APMEX•Oklahoma City, OK

19d•$135,000 - $150,000•Onsite

About The Position

The Director of Sales & Customer Service leads both the Inside Sales and Customer Service teams to deliver a concierge-level customer experience, drive revenue growth, ensure service excellence, and cultivate a high-performance culture. This role combines responsibilities for Sales Leadership and Customer Service Management, including coaching, performance management, process optimization, and strategic customer engagement. The role also owns continuous process improvement, metric refinement, project execution, and cross-functional alignment to strengthen organizational performance. The day in the life of a Director of Sales and Customer Service... Create and maintain a high-service, customer-focused culture. Lead, coach, and develop Inside Sales Specialists and Customer Service Representatives. Establish standards of care, performance metrics, and quality measurements. Review, refine, and enhance KPIs for both sales and service functions to ensure they reflect evolving business needs. Implement continuous process improvement initiatives to streamline workflows, eliminate inefficiencies, and optimize customer interactions. Track, analyze, and report on performance trends; develop data-driven action plans to improve results. Develop training and coaching programs for both teams. Oversee staffing management and resource optimization. Identify and implement tools and processes for customer self-service. Drive quality improvements and collaborate cross-functionally to resolve service failures. Lead and prioritize projects focused on operational improvements, technology enhancements, and customer experience transformation. Monitor sales calls and customer contacts for quality assurance. Engage customers proactively to provide effective buying solutions. Support hiring, onboarding, and continuous development. Provide insight to Executive leadership using analytics and business intelligence. Develop social media response strategies and oversee customer-facing communications. Other job duties as defined

Requirements

Communication - Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.
Computer Skills - Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, and uses computers to improve productivity.
Decision Making/Judgment - Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, and communicates decisions to others.
Dependability - Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.
Listening Skills - Listens attentively to others, asks clarifying questions, actively listens, stays open to other viewpoints, and manages distractions and interruptions.
Product Knowledge - Knows and explains product features/benefits, understands/sells the full product line, understands customer's business operations and needs, understands/responds to the competition, applies market knowledge.
Teamwork - Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.
Bachelor's degree required or equivalent experience
10+ years of sales and customer service leadership experience required
Strong leadership, communication, and coaching capabilities
Proven experience in process improvement, project management, and metric optimization
Strong time-management, problem-solving, and organizational skills
Expertise in MS Excel, PowerPoint, Word, Outlook and CRM tools

Nice To Haves

Knowledge of financial markets or precious metals preferred

Responsibilities

Create and maintain a high-service, customer-focused culture.
Lead, coach, and develop Inside Sales Specialists and Customer Service Representatives.
Establish standards of care, performance metrics, and quality measurements.
Review, refine, and enhance KPIs for both sales and service functions to ensure they reflect evolving business needs.
Implement continuous process improvement initiatives to streamline workflows, eliminate inefficiencies, and optimize customer interactions.
Track, analyze, and report on performance trends; develop data-driven action plans to improve results.
Develop training and coaching programs for both teams.
Oversee staffing management and resource optimization.
Identify and implement tools and processes for customer self-service.
Drive quality improvements and collaborate cross-functionally to resolve service failures.
Lead and prioritize projects focused on operational improvements, technology enhancements, and customer experience transformation.
Monitor sales calls and customer contacts for quality assurance.
Engage customers proactively to provide effective buying solutions.
Support hiring, onboarding, and continuous development.
Provide insight to Executive leadership using analytics and business intelligence.
Develop social media response strategies and oversee customer-facing communications.
Other job duties as defined