Inside Sales & Equipment Specialist Manager

Hercules Industries • Denver, CO

5h • Onsite

About The Position

The Branch Inside Sales & HVAC Equipment Specialist Manager is responsible for the leadership, performance, and strategic direction of the branch Inside Sales, Will Call Counter, and Reception functions. This role drives sales growth, customer experience excellence, and operational efficiency while ensuring alignment with branch revenue and profitability goals. This position also serves as the branch’s HVAC Equipment subject-matter expert, supporting equipment sales growth through technical expertise, team development, and collaboration with the Equipment Sales Team, vendors, and customers. This leader is expected to elevate inside sales performance, drive accountability through metrics, and proactively develop both people and processes to achieve sustained results.

Requirements

• High School diploma or GED required
• Minimum 5 years of HVAC distribution or related industry experience preferred
• Proven leadership experience in a customer-facing sales or operations environment
• Demonstrated ability to lead teams, drive performance, and manage accountability
• Strong sales acumen with a focus on growth, margin, and customer retention
• Strong knowledge of HVAC systems, equipment, and applications
• Ability to analyze data and translate insights into action
• Excellent communication, coaching, and interpersonal skills
• Ability to pass a background check and drug test.
• Ability to verify and calculate figures such as cost, commissions, credit, rebate, and profit, understand and interpret financial data and reports and balance sheets.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, or scheduled form.
• Ability to use sound judgment and problem-solving skills to analyze customer, branch, and employee problems and to recommend the proper course of action.
• Ability to organize and prioritize job projects and requirements.
• Comfortable working with computers, both Windows-based and on the network system.
• Proficiency in Microsoft Office; experience with ERP/CRM systems (INFOR M3, LEADSMART preferred)
• Must be able to effectively use the internet to research products or industry data and information.
• Must ensure the department is properly staffed for operating hours of the branch or within normal business hours as established by management.
• The employee may be required to travel to different locations.
• The employee is regularly required to sit; use hands, handle, or feel; and speak, read, and hear English.
• The employee is frequently required to reach with hands and arms.
• The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include the ability to adjust focus.

Nice To Haves

• Bachelor’s degree preferred
• Minimum 5 years of HVAC distribution or related industry experience preferred
• experience with ERP/CRM systems (INFOR M3, LEADSMART preferred)

Responsibilities

• Lead, develop, and manage Inside Sales Support, Will Call Counter, and Reception staff, including hiring, coaching, performance management, and corrective action.
• Establish a high-performance culture focused on sales growth, responsiveness, accuracy, and customer satisfaction.
• Evaluate daily, weekly, and monthly performance against sales goals, activity metrics, and accuracy standards.
• Monitor and analyze KPIs, including call volume, conversion rates, ticket accuracy, order cycle time, and sales per associate.
• Drive proactive selling behaviors, ensuring team members identify opportunities, upsell, and promote products, not just process transactions.
• Ensure timely and accurate processing of quotations, orders, returns, credits, and order changes.
• Maintain strong collaboration with Outside Sales and Equipment Sales teams to support coordinated sales efforts, promotions, and customer programs.
• Ensure consistent delivery of exceptional customer service across all touchpoints (counter, phone, and reception).
• Resolve escalated customer issues using product knowledge, urgency, and professionalism.
• Build and maintain strong customer relationships, positioning the branch as a trusted partner.
• Support and reinforce a culture of solution-based selling rather than transactional order-taking.
• Serve as the branch’s primary technical expert for HVAC equipment, including system applications, product compatibility, and installation requirements.
• Support contractors, dealers, and internal teams in equipment selection, system design, and application solutions.
• Partner closely with the Equipment Sales Team on equipment sales strategies, promotions and dealer programs, and incentives and growth initiatives.
• Provide ongoing technical and product training to inside sales and counter teams.
• Coordinate with Equipment Technical Support to resolve complex product or application issues.
• Partner with purchasing and leadership to align inventory levels with demand, especially for equipment and supporting materials.
• Support development and execution of pricing strategies to maximize margin and competitiveness.
• Ensure proper stocking of complementary products to support complete system sales.
• Maintain strong relationships with key vendors and manufacturers.
• Stay informed on industry trends, competitive positioning, and market conditions.
• Monitor and communicate opportunities related to rebates, tax credits, and local incentive programs.
• Assist in evaluating and onboarding new equipment vendors or product lines.
• Oversee scheduling, staffing plans, PTO approvals, and timecard management to ensure proper coverage.
• Conduct performance reviews and provide ongoing coaching and development for all direct reports.
• Enforce company policies related to safety, ethics, inventory control, system security, and loss prevention.
• Generate and analyze reports from ERP and warehouse systems to track sales performance, call activity, order accuracy, and operational efficiency.
• Participate in training, product meetings, and company initiatives to drive continuous improvement.
• Directly supervises and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.
• Oversight and performance of all functions below: Customer quotations, order entry, and order lifecycle management; Inventory lookups, order tracking, and delivery coordination; Credit and return processing; Customer communication and follow-up; Counter sales and walk-in customer support; Sales growth through product promotion and cross-selling.

Benefits

• medical, dental, vision, Short Term Disability, Long Term Disability, and Employee Life Insurance (Basic Life/AD&D and Voluntary Life AD&D)
• Holiday, vacation, and sick time
• Flexible Spending Plan
• Wellness Program
• Employee Assistance Program (EAP)
• 401(k) Savings Plan
• Employee Stock Ownership Plan (ESOP)
• three paid hours of work per month to participate in an approved community service activity
• quarterly Hercules Employee-Owner Partners in Profit Bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED