The Regional Inside Sales Lead is responsible for managing and developing the regional inside sales team, with direct accountability for sales performance, customer service excellence, profitability, productivity, and product expertise across our Maryland, Virginia & Pennsylvania markets. This role sets and enforces sales goals, upholds company policies, and actively drives performance growth and continuous improvement across the region.
ESSENTIAL FUNCTIONS & RESPONSIBILITY:- Lead and oversee daily operations of the regional inside sales team, including staffing, workflow management, and performance oversight, with a focus on margin improvement, product knowledge, customer experience, interdepartmental communication, and process efficiency.
- Strategically leverage the inside sales team to support company sales goals and business initiatives while continuously evaluating and improving processes to enhance team effectiveness, customer experience, and overall business performance.
- Drive sales growth and profitability by fostering a customer-first culture through coaching, feedback, and leading by example in delivering exceptional service.
- Maintain a strong working knowledge of products we sell by attending training seminars, engaging vendors, and utilizing other independent training opportunities.
- Identify skill gaps and develop targeted training programs to ensure inside sales associates are fully proficient in products and processes, tracking progress and coordinating training with business leaders, vendors, and manufacturer representatives as needed.
- Oversee commercial equipment and parts quoting processes to maximize profitability. Ensure consistent adherence to order processing procedures.
- Serve as the primary escalation point for complex customer and employee issues, addressing concerns with urgency and a solutions-oriented approach to achieve timely and effective resolution.
- Build and maintain strong, professional relationships with customers, team members, vendors, and supplier partners through consistent communication, regular engagement, and collaboration.
- Includes, but is not limited to, tracking and analyzing key performance indicators (KPIs), such as quote volume, order conversion rate, and lines of sale, to measure team effectiveness and identify opportunities for improvement.
SUPERVISORY RESPONSIBILITIESThis position has supervisory responsibilities.
QUALIFICATIONS - 3 + years of HVAC distribution or relevant HVAC experience
- 2+ years of management experience preferred
- Ability to manage multiple direct reports
- Ability to provide and maintain top-notch customer service
- Proven track record with inside sales and superior customer service skills, particularly in managing challenging customers and their issues.
- Proficient using Microsoft Office including Word, Excel and Power Point
- Strong sales skills with an understanding of a well-developed sales process. Ability to listen, gain trust and find the best solutions for our customers.
- Excellent oral/written communication and a team-player attitude.
- Must be action-oriented and able to manage multiple priorities and tasks simultaneously and effectively.
