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Director, Inside Sales Support

2 months ago

Nashville, United States Husqvarna AB. Full time

Job Title:

Director, Inside Sales Support FLSA Status:

Exempt SVP Worldwide, the world’s largest consumer sewing machine company, has an immediate full-time, exempt position available. The company and its three iconic brands - SINGER

, HUSQVARNA VIKING

, and PFAFF

- have delighted consumers for over 170 years. These premium brands and products are regarded as the choice for serious sewists and novice crafters. The global sewing machine industry is experiencing renewed growth, expected to grow at 6.7% annually. With a product portfolio inclusive of sewing machines, accessories, notions, garment care products, and software, it is an exciting time to join and grow a career with us The global corporate headquarters is located near Nashville, TN (USA) and is supported by regional headquarters/sales offices in Milan (Italy), and Mexico City (Mexico). Combined with 170+ US retail stores in 36 states, manufacturing facilities across Asia and Latin America, multiple R&D centers, a software development center in Europe, and a global supply chain with distribution centers in all regions, we are proud to reach consumers in more than 25 countries on five continents. SVP Worldwide continues to weave our culture into the fabric of our team members by living out our core values of Integrity, Trust, Teamwork and Customer Focus. As our industry continues to grow, there are vast opportunities for new team members who share our commitment to delivering the world’s finest sewing products, services and overall customer experience. Explore current career openings at SVP Worldwide locations around the world, right here and now. The Director, Inside Sales Support will manage a team of Inside Sales Support Specialists and Admins and the Order Management team in our NA Sales region who support Mass and Dealer Sales. This supporting role will help create and plan customer meetings, business reviews, analyze sales data and trends and provide reporting and analysis to not only be a liaison between the customer and sales team but assist in the maximization of profitable sales through product recommendations, data, and trend reporting. The Director is responsible for delivering a high-quality customer service experience. They organize and motivate Support Specialists, manage incoming order volume, and communicate customer behavioral trends to other departments. Job Responsibilities Instill an attitude of customer advocacy, customer communication, and engagement at the highest level Lead by example in building strong customer relationships, understanding client needs, and ensuring customer satisfaction and loyalty Monitor the setup, and implementation of new accounts and assist support team in re-engaging with existing and dormant accounts Oversee order processing/delivery and updates on order status to Sales partners and customers Prepare weekly recaps on order volumes, shipments, and trends Oversee sales strategy through quantitative and qualitative data to augment the creation of a world class customer service experience which becomes a growth engine for the field Assist with the development and implementation of service policies and explain these to staff and customers through knowledge of customer agreements and new adaptations, keeping the team posted on improved changes Support improvements in field capabilities by developing and maintaining a continuous improvement culture and act to resolve challenges and to address opportunities related to the data, tools and processes Apply continuous improvement in order management and develop review processes/practices and make recommendations accordingly Work alongside executive leader, regional sales leads, IT, and Finance to ensure each function manages their deliverables in order to meet customer needs while enhancing reporting and process flow in order to drive improvement and effectiveness with the NA Sales organization Stay informed on industry standards techniques and methods Define long term vision and strategy for inside sales department and drive sales strategies that align with the company's broader business objectives, demonstrating a deep understanding of market dynamics and customer needs We Offer You: Full benefits package; medical, dental, vision 401k plan Competitive PTO accrual as well as additional wellness days Work environment that harbors a culture of collaboration and community Learning and development opportunities You Bring: Bachelor’s degree is required 6 + years in Customer Service management or a leadership role 5+ years of experience managing and leading a team of direct reports Strong product/business knowledge, strong understanding of what products and factors are included/influence a quote, and the ability to coach the sales support staff with negotiation, technology, process, and overall day to day functions Ability to explain policies and procedures while researching and assembling information from a variety of internal sources to assist in responding to inquiries from established and new potential customers Proven success in working with leadership at a senior level, providing effective communication to internal executives, Sales leadership and customers A general understanding of the business tools and terminology within the consumer products industry Process improvement experience and the approach to support improvements Experience with a wide variety of structured problem-solving processes and reporting tools, including Microsoft PowerPoint General knowledge of EDI systems Familiarity/experience with sales tools and resources Supply chain or logistics knowledge is a plus Demonstrated organizational skills, including project planning, project management, and team building You will need to be able to complete all physical requirements of the job with or without a reasonable accommodation, including: Occasionally move about inside the office to access file cabinets, meeting rooms, copier/printer etc as well as have the ability to remain in a stationary position 50% of the time Communicate effectively with customers through multiple forms of technology, including telephone and computer. Must be able to receive and convey information Required to retrieve or reposition products like sewing machines weighing up to 50 pounds The Employer retains the right to change or assign other duties to this position. Work Environment/Location/Flex Arrangement : SVP Worldwide offers a fast-paced and ever-changing environment. As part of our Flexible Workplace Policy, this position will be hybrid based in our company HQ in Nashville, TN. Why You Will Love Being a Part of the SVP Worldwide Team: We take care of our team We offer a competitive benefit package including: multiple health plan options comprised of vision and dental plans, 401K plan, life insurance, disability insurance, pet insurance, parental leave, generous employee discounts and paid time off benefits including wellbeing days. At SVP Worldwide, we celebrate diversity, equity, and inclusion and strive to employ a unique workforce that is reflective of our consumers across the globe. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people. SVP Worldwide is an equal opportunity employer and makes employment decisions based on merit and qualifications. SVP Worldwide prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. In The News: In 2021, SVP Worldwide was acquired by Platinum Equity (www.platinumequity.com), a global investment firm with more than $25 billion of assets under management and a portfolio of approximately 50 operating companies that serve customers around the world. Platinum Equity has committed to fully support SVP Worldwide’s continued growth and to bring additional financial and operational resources to help accelerate the company’s efforts. Like what you see? 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