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Sales and Customer Service Director

2 months ago

Los Angeles, United States TopDown Inc Full time
Job Description

About TopDown Inc.

TopDown Inc. is a leading company in the automotive industry, renowned for its commitment to quality and innovation. Founded on a legacy of craftsmanship, we have been synonymous with excellence since 1979. Our journey began with the manufacturing of replacement convertible tops for luxury brands, and we have since expanded our product line to cater to the needs of professional trim shops, restorers, resellers, and end-users.

We pride ourselves on using the finest materials and adhering to a rigorous testing process, ensuring that every product meets the highest standards of fit and finish. Our dedication to quality has earned us a reputation as the go-to source for automotive restoration and customization.

Job Summary

We are seeking an experienced Customer Service and Sales Manager to join our team and contribute to our legacy of innovation and excellence. The ideal candidate will possess leadership skills, a deep understanding of customer service and sales, and the ability to adapt to a dynamic environment.

Key Responsibilities

  1. Manage Daily Operations: Oversee the day-to-day operations of the contact center, ensuring sales growth, efficiency, and customer satisfaction.
  2. Team Leadership: Lead, motivate, and support a team within a time-sensitive and demanding environment.
  3. Develop Sales Capabilities: Transform the current order-taking customer service team into a proactive sales-oriented team, implementing sales training programs and integrating sales goals into daily operations.
  4. Create Sales Tools and Processes: Develop and implement sales tools and processes to enhance the team's sales capabilities.
  5. Performance Metrics: Set performance standards to meet the company's sales and service goals, tracking and analyzing key performance indicators.
  6. Staffing and Scheduling: Manage staff levels to ensure customer service excellence and budgetary efficiency.
  7. Training and Development: Develop and oversee training programs to ensure staff are equipped with the necessary skills and knowledge.
  8. Quality Assurance: Monitor and evaluate agent performance, providing feedback and coaching to improve quality and efficiency.
  9. Customer Escalations: Handle complex and escalated customer service issues.
  10. Reporting: Prepare reports on contact center performance and data-driven improvements.
  11. Performance Dashboard Development: Design and implement a contact center dashboard to track performance metrics, including sales performance, customer satisfaction, and service efficiency.
  12. Establish a Sales Culture: Foster a culture that encourages upselling and cross-selling while maintaining high levels of customer satisfaction.
  13. Cross-functional Collaboration: Work closely with other departments to promote the company's objectives and projects.

Requirements

  1. Leadership Skills: Proven ability to lead and manage a contact center team in a dynamic environment.
  2. Customer Service and Sales Expertise: Deep understanding of customer service and sales, and familiarity with customer service software and tools.
  3. B2B Experience: Minimum of 5 years in B2B environments.
  4. Experience: Minimum of 7 years of experience in a contact center leadership role.
  5. Adaptability: Ability to adapt to changing environments and unexpected shifts in priorities.
  6. Communication Skills: Excellent communication skills, both verbal and written.
  7. Knowledge of Automotive Aftermarket: A plus.