Sales & Customer Service Director
4 weeks ago
Description:
POSITION SUMMARY
The Director of Sales and Customer Service will effectively market and develop business opportunities for a private, non-profit corporation. The Director will provide leadership and strategic vision in support of DECI’s mission. They will lead the Sales and Customer Service department and work closely with the Production Director in support of customer satisfaction.
Responsible for the management and leadership of the sales and customer service team.
Responsible for planning and executing the long-range goals of those departments and the company as a whole.
Identify and develop new business opportunities to drive sales growth.
Build and promote strong, solid relationships with customers and potential customers by partnering with them and understanding their business needs.
Prepare, validate, and follow up on quotations/proposals for business opportunities.
Develop pricing strategies that balance DECI objectives and customer satisfaction.
Assist with developing pricing structures that will align with the budget and financial goals of DECI.
Audit and track production output and make adjustments as needed to ensure customer satisfaction.
Communicate/coordinate customer needs with Production Director and Production Managers to determine production schedules.
Respond and escalate customer feedback as needed.
Track, evaluate/analyze, summarize and report external customer satisfaction with quality and production systems. Ensure customer feedback data is up to date and reported at Manager Meetings as well as Management Review.
Ensure resolution of service and/or billing concerns. Assess validity of concerns and coordinate with Production Director to determine methods of prevention. Assist Production Director in completing month-end billing.
Work cooperatively and professionally with DECI staff, subordinates, persons with disabilities, and other business contacts. Maintain good public relations with customers and professional contacts.
Advise DECI Executives on all Customer Service and New Product Introduction activities.
Develop strategic plans and sales strategies, identify new markets and attract new customers to expand DECI’s product reach and profitability.
Regular contact and follow-up with ongoing and prospective customers to assess needs as well as cultivate additional opportunities. Review past orders and current accounts to generate ideas on expanding services to customers.
Manage the customer’s expectations appropriately to ensure mutual satisfaction for both the customer and DECI. During customer interaction, continually adjust own behavior and language according to the audience in order to achieve creditability and recognition as a subject matter expert.
Maintain accurate and up-to-date information including files, documentation, records, and reports. Regularly report activities/outcomes to management and administration.
Understand, interpret, follow and ensure adherence to DECI, ISO, and CARF policy and procedures.
Focus on efforts to increase positive staff morale.
Handle personnel issues. Make hiring, promotion, and termination recommendations to Human Resources in accordance with legal standards and DECI procedures
Exhibit loyalty toward the overall goals and mission of DECI. Present a consistently positive disposition in supporting, sharing, and carrying out Leadership and Executive team decisions.
Support and share the organizational vision. Responsible for developing and successfully implementing initiatives toward the achievement of organizational goals.
Create effective measurement and reporting tools to improve productivity, reduce costs, monitor progress and gauge the efficiency and effectiveness of all applicable processes. Streamline processes for maximum output/efficiency.
Effectively communicate. Exercise a great degree of discretion, along with flexibility and an attitude of cooperation. Provide conflict resolution and upholds DECI’s commitment to diversity, equity and inclusion.
Develop others to perform and contribute to the organization by providing ongoing feedback and by providing opportunities to learn through formal and Informal methods.
Foster a growth-oriented, positive, and encouraging environment while keeping employees and management accountable to DECI policies, procedures and guidelines. Motivate and encourage employees at all levels of the organization to foster their personal and professional growth
Accurately assess own strengths and weaknesses and initiate appropriate plans for personal and professional development. Continuously strive to improve knowledge and skills.
Maintain customer focus and client focus equally for best possible outcomes for both stakeholders
Other duties as assigned.
Requirements:
Associate or Bachelor’s degree in business or related field (i.e., accounting, economics or business), or five years minimum successful experience in sales. Knowledge of promoting, selling services, marketing strategies/tactics, and selling techniques.
Considerable sales and CRM experience; must be a strong negotiator and strong in conflict resolution.
Customer service mentality and ability to work effectively with individuals at all levels.
Excellent mathematical skills as well as written and verbal communication/grammar skills.
Initiative, responsibility to follow up and deadlines and ability to deal with various projects effectively and efficiently are important traits for a person in this position.
Detailed-oriented, strong organizational skills; ability to maintain easy accessibility to records & information.
Must be aware of and able to respond to economic trends.
Flexibility to adapt to varied requests and interrupted schedules
Valid driver’s license and reliable transportation.
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