Sales & Customer Support Manager
About The Position
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.
- 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.
Nice To Haves
- 2–3 years of sales management or team leadership experience strongly preferred.
Responsibilities
- Team Leadership & Culture BuildingLead, 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.
- Call Center Performance ManagementActively monitor and improve key metrics:
- Call Abandonment RateAverage 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.
- Sales & Revenue GrowthDevelop 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.
- Cross-Functional CollaborationPartner 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
