Sales & Customer Support Manager

EMR Metal Recycling•Camden, NJ

19h•$110,000 - $130,000•Onsite

About The Position

EMR is one of the world’s leading metal recycling companies with a history spanning decades. At EMR, our employees are the heart and soul of our organization. We are committed to creating a workplace that prioritizes the well-being and safety of everyone. Our company provides a supportive and inclusive community where everyone's ideas and contributions are valued. We believe in teamwork and collaboration. Our mission is to provide our customers with efficient and reliable metal recycling services while minimizing the environmental impact of our operations. EMR recycles ten million tons of material annually, everything from beverage cans to aircraft carriers. We work with a wide variety of metals including copper, aluminum, brass, and stainless steel and can recycle it into more than 200 different types of new sustainable raw materials. EMR offers our team a competitive salary and a comprehensive benefits package, including health insurance, retirement plans with company match, wellbeing benefits, employee assistance program and more. Join us and be a part of a team that puts people first! My Auto Store is looking for a driven, hands-on Sales & Customer Support Manager to lead and elevate our inbound call center team within the automotive parts industry. This is a true player-coach role, someone who thrives in the day-to-day action of a call center while building a high-performance sales culture. You will manage a team of 6 (with growth ahead), optimize call center performance, and develop a customer experience that supports body shops, repair facilities, and online retail customers. If you know how to turn call metrics into coaching moments and service conversations into revenue opportunities, this is your opportunity to lead from the front. This role will be worked 100% onsite in Camden, NJ and pays an annual salary of $110 – 130k/yr plus associated bonus.

Requirements

Bachelor’s degree in Business, Marketing, or related field.
Minimum 5 years managing an inbound call center team.
2–3 years of sales management or team leadership experience strongly preferred.
Automotive industry experience (parts, repair, body shop supply)
Experience developing and delivering sales training focused on closing, upselling, and cross-selling.
Proven “player-coach” leadership style.
Strong analytical ability, you know how to turn call center data into performance improvements.
Ability to manage multiple customer programs simultaneously.
Strong verbal and written communication skills.
Experience building reporting dashboards and tracking team KPIs.
Comfortable handling escalated customer situations with professionalism and confidence.

Responsibilities

Lead, mentor, and develop a combined Sales & Support team.
Foster a competitive, collaborative, and customer-first culture.
Assign workload, manage priorities, and oversee multiple customer programs.
Build scalable processes to support company growth.
Proactively identify operational gaps and training opportunities.
Actively monitor and improve key metrics:
Call Abandonment Rate
Average Talk Time (ATT)
Average Speed to Answer (ASA)
Balance efficiency with service quality.
Step in to handle escalation calls and high-volume periods when needed.
Model best practices by taking inbound sales calls.
Develop and deliver coaching on closing techniques.
Train agents on upselling, cross-selling, and increasing Average Order Value (AOV).
Drive strategies to promote higher-margin and premium parts.
Conduct side-by-side coaching and review call recordings for targeted feedback.
Implement a structured coaching program focused on continuous improvement.
Partner with Delivery, Warehouse, and other operational teams to ensure seamless customer experience.
Collaborate with the VP, Commercial & Procurement to drive strategic growth.
Work with the Senior Director of National Accounts to implement new customer programs.
Appoint and develop program leads with backup coverage plans.