Sales Support Supervisor

Lane Automotive•Watervliet, MI

23d•Onsite

About The Position

The Sales Support Supervisor is responsible for leading and supporting the Sales Support Team. This role serves as a working supervisor, assisting with activities related to customer support, order entry, and returns. The Sales Support Supervisor is responsible for ensuring timely and accurate communication with customers regarding order issues, order status updates, and other sales related inquiries. This role works cross functionally across the organization to provide customers with an industry leading customer experience.

Requirements

High School diploma or GED, required.
2+ years of experience in customer-facing roles.
Must be motivated to exceed expectations for excellent customer satisfaction.
Must have effective sales skills and techniques such as strong communication, active listening, product knowledge, and the ability to build rapport and handle objections.
Ability to develop and foster business relationships.
Ability to communicate effectively (clear and concise) through writing, speaking, active listening, and presentation.
Excellent verbal and written communication skills.
Proficient with Microsoft Office Suite and other job-related equipment and software.
Ability to approach conflicts with vendors, customers, and colleagues in a constructive manner.
Ability to read, analyze, and interpret data.
Strong quantitative and analytical skills.
Excellent organization skills and detail-oriented with exceptional critical thinking, multi-tasking, and problem-solving abilities.
Excellent time management.
Ability to work both independently, within a team, and cross-functionally with other departments/stakeholders.
Ability to work with minimum supervision/guidance and must be self-directed.
Excellent problem-solving skills and sound judgment.
Ability to perceive, use, understand, manage, and handle emotions.
Ability to understand own thoughts, feelings, and actions; and how they influence own behavior and impact others.
Willing to participate in Company designated training.
Must have knowledge of and comply with the policies and procedures contained in the company handbook.
Must be able to maintain confidentiality.
Must be able to practice safe work habits.

Nice To Haves

Associate’s Degree in a related field, preferred.
Working knowledge of the performance motorsports aftermarket, preferred.
Demonstrated leadership activity in similar roles or organization, preferred.
Experience with SxE and IRMS, preferred.

Responsibilities

Create and communicate the Sales Support Team daily plan including daily goals, job assignments, and schedule changes.
Be the Sales Support "go-to person"; the most reliable and knowledgeable individual to first approach for help or advice on a specific topic or situation.
Guide and motivate the Sales Support Team to achieve individual and team service goals.
Work closely with leadership to develop and refine processes that drive operational excellence and first-class customer support.
Allocate and balance team to ensure proper task prioritization.
Mentor and train new and current Team Members on proper process/procedures and associated changes.
Ensure every Sales Support Team Member is trained and can perform the basic functions of their role.
Review order entry reports making corrections and adjustments as necessary.
Maintain and handle the flow of orders, returns, OD forms, etc., providing timely resolution of problems.
Provide daily assistance for customers to expedite small parcel deliveries.
Track team goals.
Provide feedback and suggestions for continuous improvement based on customer feedback or input (product packaging and quality, service quality, carrier quality of service, etc.).
Assist with training.
Conduct employee performance evaluations, issue disciplinary action, and consistently enforce company policies as outlined in the employee handbook.
Work in a team environment.
Promote and maintain a clean and safe work environment by complying with procedures, policies, training, and regulations.
Ensure established policies and procedures are followed.
Participate in continuous improvement project team activities.
Assist with talent and workforce planning.
Other duties as assigned.