The ISR Manager leads, develops and oversees the Inside Sales Representative (ISR) team responsible for managing and supporting product sales opportunity across for the US and Canadian markets at Wanzl North America (WNA). This role ensures the ISR function deliver high-level customer engagement, operational excellence, and measurable sales growth while aligning with company strategy and sales objectives.
The ISR Manager will partner closely with Directors, Key Account Managers (KAMs), National Account Managers (NAMs), Customer Service and other cross-functional teams to optimize sales performance, drive process improvements, and maximum value for customers and the business.
This position will be located at the Corporate Headquarters for Wanzl North America (WNA) in Denver NC.
Duties and Responsibilities:Leadership & Team Management
- Lead, coach, and mentor the ISR team, fostering a high-performance, customer-first mindset.
- Set clear goals, KPIs, and expectations for individual ISRs and the team.
- Conduct regular performance reviews, provide ongoing feedback, and support professional development.
- Remove operational and process barriers by partnering cross-functionally to streamline workflows, eliminate delays, and improve ISR productivity.
- Build a highly accountable team culture by setting expectations, monitoring performance, and using coaching and development focused guidance to ensure team members achieve success.
- Foster a positive, collaborative team environment, reinforcing Wanzl values and creating a strong sense of purpose and engagement..
Sales Strategy & Execution
- Oversee the qualification of targeted leads and ensure ISRs effectively identify opportunities across existing and prospective accounts.
- Partner with Sales Leadership to coordinate strategies that optimize growth within assigned accounts.
- Monitor key account activity to ensure ISRs are delivering timely proposals, quotes, and follow-up.
- Review and validate customer insights, sales data, and pipeline health to drive accurate forecasting and prioritize team efforts.
Operations & Process Improvement
- Ensure accurate and timely updates in Smartsheet/CRM systems across the ISR team.
- Track and analyze inside sales performance metrics, including volume, revenue, conversion rates, and customer engagement.
- Identify process bottlenecks and lead initiatives to improve efficiency, consistency, and customer experience by removing root-cause obstacles related to tools, processes, and communication gaps.
- Partner with Customer Service leadership to ensure seamless collaboration, issue resolution, and customer satisfaction.
- Oversee review and distribution of incoming leads from website and other Wanzl subsidiaries.
Collaboration & Communication
- Collaborate with cross-functional partners on RFPs, tenders, and strategic account initiatives.
- Lead quarterly client/industry review processes for ISR-supported accounts, ensuring high-quality deliverables and actionable insights.
- Represent the ISR team in sales leadership meetings, contributing data, trends, and recommendations.
Customer Engagement
- Support escalated customer interactions to ensure issues are resolved quickly and professionally.
- Maintain oversight of key relationships within the ISR portfolio and guide ISRs in strengthening customer partnerships.
Skills and Experience:- Bachelor's degree required, business or related field preferred.
- Minimum 3-5 years of Inside Sales, Customer Service, or commercial experience, with at least 2 years in a supervisory or team lead role.
- Minimum 3-5 years of supervising sales teams utilizing a CRM (I.E. Salesforce, SAP CX, etc.).
- Demonstrated ability to coach, develop, and motivate sales talent.
- Strong communication, interpersonal, and relationship-building skills.
- High proficiency in creating and utilizing Microsoft Office (Teams, Excel, Word, PowerPoint).
- Excellent organizational skills with ability to manage multiple priorities in a fast-paced environment.
- Analytical mindset with proven ability to interpret sales data and drive action.
- Travel up to 25%, as needed.
