Manager, Inside Sales

Position Purpose

The Customer Service Manager is responsible for the hiring, training and supervision of the Customer Service Department. The manager develops, implements, and maintains department objectives and manages sales support and account support functions to ensure the highest level of customer satisfaction through various customer service activities.

• Develop and promote department goals and objectives through management of planning and supervisory activities.
• Develop, implement, and maintain department procedures. Analyze and identify changes to increase department efficiency and improve service.
• Monitor and analyze CS effectiveness reports (daily, weekly, and monthly) to enhance department efficiency.
• Responsible for overall order entry process – review flow accuracy, ensure cut off times are adhered to, communicate with Sales Management regarding potential issues.
• Communicate sales opportunities to the Sales team to maximize sales penetration.
• Hire, hold team accountable, train, write schedules, manage CMP process and conduct 30, 60, 90‑day reviews.

• High School Diploma or equivalent.

• 3 years or more of customer service or call center experience.

• Good communication skills.
• Proven ability to communicate effectively to satisfy the customers’ needs.
• Experience managing individuals, motivating, training and disciplining a staff.
• Good computer skills – Working knowledge of MS Office (Word, Excel, Outlook) a plus.
• Bilingual English/Spanish a plus.
• Ability to handle multiple tasks.
• Strong organizational skills and ability to handle crisis situations effectively.
• Good operational knowledge of a distribution warehouse environment.