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Inside Sales and Customer Care Manager
3 months ago
Direct Hire
Rome, GA
- Communicates and coordinates with internal teams to address customer issues, needs and opportunities in a timely manner. Escalates serious concerns as needed, owning the situation from start to finish.
- Delivers budget and stretches sales targets for assigned house accounts, as introduced at the start of each new fiscal year.
- Designs and deploys training and onboarding programs for new hires.
- Responsible for processes related to customer care, including but not limited to order entry, order acknowledgements, change orders, expediting, line-downs, requests for information, RMA initiation, escalation of issues and metrics.
- Creates reports shared with the Global Vice President, Sales & Marketing and Leadership Team.
- Supports HubSpot CRM, working with internal sponsors.
- Plays a key role in optimizing workflows and connections to order fulfillment processes in cooperation with internal stakeholders.
- Ensures OEM customer ordering requirements are satisfied, including the use of portals.
- Responsible for deploying customer satisfaction and loyalty surveys, communicating results to stakeholders and plant personnel, maintaining metrics, and implementing corrective actions.
- Organizes activities for team building; conducts performance reviews with a focus on career development.
- Serves as a member of the OEM Sales Leadership Team for dialog and continuous improvements
Requirements
- Excellent communications ability, verbal and written, interacting with customers, internal stakeholders, and the customer service team.
- Excellent organizational and time management skills
- Commitment, energy, and enthusiasm for role are must-haves, with the requirement to be proactive whether communicating unwelcome news or good with a focus on timely resolution.
- Ability to lead, motivate and support a team, with coaching skills that support positive development.
- Life cycle in a distribution environment.
- SAP, ERP, CRM.