Sales Support and Customer Care
VISION: New role within an expanding $150+M manufacturer and SBU of a global parent. Company manufacturers to order and targets both domestic and international customers. Looking for a hands-on leader of sales support and customer care who can improve order quotation and management processes.
OPPORTUNITY: Report to Sales Director and supervise 7-10. Partner with outside sales team, distributors, and customers (primarily OEMs) to manage the order from receipt through quoting to backlog management and final delivery. Manage expectations between customers and the company on lead times, expedites, and availability. Typical order is completed in 2-4 weeks.
Lead and support a team of customer service representatives within a high volume setting. Coordinate with the sales teams on quote tracking, win/loss reporting and customer service metrics. Identify opportunities to streamline customer support activities and raise customer service quality and response time (e.g. improve access to data on Excel and ERP; use more EDI). Create and monitor metrics to measure effectiveness such as quote response time, order entry time, etc.
REQUIREMENTS: AS or BS/BA required; seek 7+ years of sales support, inside sales or customer service experience within a manufacturer that is B2B driven. Must have proved supervisory background that includes mentoring and development of direct reports. Must have strong IT skills (e.g. Excel and ERP). Must have examples of process improvement. Local candidates only
REWARD: $100,000 to $130,000 DOE plus excellent benefits.