Inside Sales & Service Manager

Orepac Holding Company•Spokane Valley, WA

2d•$80,000 - $100,000•Onsite

About The Position

The Inside Sales & Service Manager is responsible for providing daily direction and assignments for the Inside Sales Representatives and Service Technician(s). This position will work directly with their immediate supervisor and have full authority in all areas regarding staffing, employee engagement and development, and accountability.

Requirements

Demonstrated ability to resolve escalated customer concerns and complaints in a professional, effective, and timely manner.
Ability to write routine reports and correspondence.
Must be able to work in a fast-paced, team-oriented environment with the ability to re-prioritize throughout the day while maintaining a positive attitude.
Ability to motivate, positively influence, and inspire team members and others within the branch.
Ability to speak effectively before groups of customers or employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals. Ability to calculate figures such as discounts, interest, commissions, area, and volume.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Knowledge base in building materials is preferred. Specific knowledge of doors is required.
Commitment to and demonstration of high ethical standards governing professional behavior and interactions.
Great organizational skills with an eye for detail and the ability to make decisions that are in line with OrePac standards.
Strong customer service orientation and high level of attention to detail.
Ability to continuously develop knowledge of the industry and competition within a given market and the ability to channel that knowledge to pivot sales objectives, tactics, and strategies.
Demonstrated capability to develop strong interpersonal working relationships and work in ateam environment.

Nice To Haves

Knowledge base in building materials is preferred. Specific knowledge of doors is required.

Responsibilities

Manage staffing in accordance with applicable federal and state laws and the organization’s policies and procedures. Responsibilities include: interviewing, hiring, orientation, training, performance reviews, rewarding and disciplining employees (including termination), development of employees, addressing complaints, and resolving personnel issues.
Responsible for leading and directing the Inside Sales and Service teams with limited participation in daily functions, including: taking customer phone calls, performing order entry, and pro-actively selling.
Serve as the Point of Contact (POC) for service tickets and customer concerns. Responsible for data input of the service ticket, scheduling, and routing. Manage the service calendar for resolution through OrePac Service. Responsible for coordinating with Operations to resolve delivery errors, short shipments, returns of the damaged product, and other related issues.
Collaborate with Service/Field Technicians to troubleshoot service-related issue. Coordinate necessary materials and tools to resolve issues and schedule Field/Service Technicians to follow up.
Prepare and participate fully in training sessions, meetings, skill building, and professional development classes.
Support the Sales Manager with resource planning, reporting, territories, and communications for the assigned team.
Develop and maintain a thorough knowledge of OrePac’s pricing structure and services, including confirmation of pricing delivery to customers.
Develop an effective and productive working relationship with Outside Sales Representatives, Territory Managers, Operations, and office support personnel. Encourage and assist in their training and development when possible.
Responsible for daily huddle-up with Inside Sales and Service team to provide daily and weekly updates and targets.
Responsible for maintaining a database of target customers to schedule showroom displays, trainings, and installation trainings for Service/Field Technicians.
Take leadership and direction from branch management and communicate to employees.
Partner with Product Management, Outside Sales, Operations Manager, and Sales Management to develop forecasting to meet branch and sales objectives.