Senior Inside Sales Manager

3 weeks ago

Seattle, Washington, United States Heatcon Inc Full time
Job Summary

Heatcon Inc is seeking a highly skilled Senior Inside Sales Manager to lead our dynamic team in delivering exceptional customer experiences. As a key member of our sales and customer service operations, you will be responsible for mentoring and motivating a team of sales support professionals to meet performance goals and provide high-quality service to our customers.

Key Responsibilities
  • Team Leadership: Manage, mentor, and motivate the inside sales and customer service team to meet performance goals and provide professional, high-quality service.
  • Customer Inquiries & Quotes: Oversee the timely and accurate preparation of quotes and responses to customer inquiries, ensuring a high level of customer satisfaction.
  • Pricing & Contracts: Review and evaluate pricing policies to ensure that company profitability targets are achieved.
  • Customer Terms: Review customer terms and conditions to ensure compliance with company terms and adherence to contractual obligations.
  • Cross-Department Coordination: Collaborate with department managers to ensure customer orders and requirements are fulfilled.
  • Outside Sales Collaboration: Work closely with the sales managers and outside sales staff to ensure alignment on customer inquiries, proposal opportunities, and follow-up activities related to key accounts and projects.
  • KPI Tracking & Reporting: Establish, monitor, and report on key performance indicators related to sales budget performance, responsiveness, and team productivity.
  • Process Improvement: Identify areas for process improvement within the sales and customer service operations and implement solutions to streamline efficiency and increase customer satisfaction.
  • Customer Relationship Management (CRM): Ensure the team maintains accurate and up-to-date CRM records, including sales activities, customer communications, and follow-ups.
  • Customer Feedback: Collect and analyze customer feedback to identify trends and areas for improvement in products and services.
  • Training & Development: Support ongoing training and professional development for team members to ensure they stay current with product knowledge, customer service best practices, and industry standards.
  • Escalation Management: Handle and resolve escalated customer issues, ensuring timely and satisfactory resolution to maintain customer satisfaction.
Requirements
  • Bachelor's degree in Business Administration, Sales, Marketing, or a related field.
  • Experience selling aerospace products in a B2B environment is preferred.
  • Advanced certifications or courses in Sales Management, Customer Experience, or Project Management are a plus.
  • 5 or more years of experience in customer service, sales support, or customer experience roles with a strong understanding of both sales and service processes.
  • Proven ability to manage customer escalations, enhance customer experiences, and implement process improvements.
  • Demonstrated ability to collaborate across departments to align on key objectives and ensure customer satisfaction.
  • KPI management experience for tracking team performance, customer satisfaction scores, and other sales support metrics.
  • Strong communication and problem-solving skills to resolve complex customer issues and maintain high levels of engagement and retention.

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