USA Inside Sales Supervisor

TVH•Grayslake, IL

1d•Onsite

About The Position

Provide supervision, training and coaching for domestic Inside Sales Representatives and Customer Support Specialists to ensure continuous improvement of sales skills and knowledge with the goal of maintaining and growing sales with existing and new customers within the sales division. Support the Manager, USA Sales in implementing sales policies and procedures.

Requirements

Must possess a minimum of 5 years sales experience. (Material handling, industrial equipment or like industry preferred)
Must possess 3 years work experience with management of sales representatives and customer support specialists.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, employees, clients, customers, and the general public.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
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, diagram, or schedule form.
Demonstrates effective verbal, written and interpersonal communication skills with a proven ability to communicate effectively across all levels of the organization.
Demonstrates proficient organizational, time management and follow up skills.
Demonstrates critical thinking and effective analytical skills.
Demonstrates effective decision making and active listening skills.
Must be team oriented, possess a positive attitude and collaborate effectively with others to achieve goals in a fast-paced, deadline driven environment.
Demonstrates a proven track record in guiding team members to meet and exceed sales objectives.
Demonstrates a high level of professionalism, discretion, and confidentiality.
Ability and willingness to travel domestically (10%)

Nice To Haves

Bachelor’s degree from an accredited four year college or university

Responsibilities

Supervise, lead, mentor, select, train, and evaluate domestic inside sales representatives and customer support specialists.
Management of staff overtime, ensuring appropriate staffing levels for meeting domestic sales goals and objectives.
Handle all time off, changes, or edits for the team as well as weekly payroll approval.
Ensure appropriate phone coverage to maintain a high level of customer service.
Ensure achievement of sales goals through training, development, and knowledge sharing.
Complete monitoring and of inside sales representative customer phone calls and provide coaching to representatives based phone monitoring.
Mentoring and development of staff for future leadership roles within TVH and other areas of the business.
Ensure compliance with company and departmental policies and procedures and collaborate with Human Resources as needed.
Actively participate and collaborate with Human Resources in talent acquisition, interviewing and training of team members.
Identify and coordinate training for areas needing improvement (e.g., market knowledge, product knowledge, soft skills).
Review, create, and monitor department expectations including, but not limited to: outbound call volume, email etiquette, researching different requests, response time, time card punches, phone system usage.
Sets the tone for the team, including ensuring positive team member engagement through conducting monthly 1:1 meetings with each team member, providing appropriate recognition, feedback and communication with team members.
Determine customer requirements to increase domestic sales volume.
Handle phone calls from unhappy customers including, but not limited to: customer follow up calls regarding denied claims, shipment issues, general complaints.
Collaborate with domestic sales management team and IT in ERP integration discussions and implementation.
Create and supervise an effective back-up plan among team to provide uninterrupted customer service and support when team members are out of the office.
Continuously coach sales representatives in improving their sales skills and product knowledge verbally, and/or with formal product presentations and sales proposals.
Provides supervision for direct reports in inside sales and customer support staff.