JOB SUMMARY:
The Sales Support Manager is a senior position within International Business (Exports) team. It requires close collaboration with external partners and internal teams to ensure efficient end-to-end export processes. The ideal candidate will possess excellent leadership, organizational skills and a focus on delivering exceptional customer service. The primary focus of the Sales Support Manager is to enable business development efforts within the international dealer partner network. The Sales Support Manager will interact and engage with a Support Specialist team to ensure we are engaging with all of our international dealer partners to provide and process information in response to inquiries, concerns and requests about orders, products, services, availability, tracking, logistics and shipping. The Sales Support Manager will be responsible for ensuring the Sales Support Specialist team is entering customer quotes and orders for products and parts into our ERP system accurately - and ensure the team provides follow-up of orders, such as verifying the availability of product, arranging export logistics and documentation and ensures we meet our export compliance procedures.
The Sales Support Manager will have a region assignment and focus which will be measured. However, in cases where team members may be traveling or out of office, it is expected that they will cross-support to ensure our dealer partners are serviced properly.
KEY RESPONSIBILITIES:
• Maximize sales revenue in existing markets.
• Expand sales into new territories.
• Research trends to develop accurate sales projections.
• Advise on implementing sales & marketing strategies.
• Maintain training and healthy knowledge of product lines.
• Monitor competitor activity and industry trends in order to identify opportunities for growth.
• Forecast, track and record sales activites to meet or exceed targets.
• Be self dependent in the analysis and evaluation of complex customer requirements.
• Meet with clients to finalize contracts, discuss product features, and ensure that all parties are clear on terms and conditions.
• Research new markets and potential customers to determine which have the biggest potential for BendPak's products or services.
• Consult with upper management regarding pricing and margin target to ensure profitability in target markets.
• Collaborate with the purchasing department regarding inventory levels to ensure that the Company has enough product available to meet demand.
• Manage staff of 2-4 Export Sales Representatives; train and prepare the exports team to handle all export orders in an accurate and timely manner.
• Oversee customer service issues that arise to ensure quick and courteous resolutions.
• Keep up to date with product and service changes as they occur.
• Communicate and coordinate with internal departments.
• Follow up on international distributor & customer interactions.
• Ensure customer service satisfaction and good client relationships.
• Familiar with Freight Forwarder and Shipping with Customs
• Potential travel to trade shows, sales meetings and key events.
• Other tasks and duties as assigned by management.
REQUIREMENTS AND TECHNICAL COMPETENCIES:
• Some college preferred. High school diploma, general education degree or equivalent is required
• Knowledge of customer service principles and practices
• Knowledge of relevant computer applications (Microsoft Office Suite, ERP, Outlook, General Internet use)
• Ability to type (45-60 WPM)
• Knowledge of administrative procedures
• Minimal initial product knowledge or industry knowledge
• Call center experience helpful but not required
• Bilingual in English and language other than Spanish preferred
• Interpersonal skills
• Communication skills - verbal and written
• Listening skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Data collection and order entry skills
• Customer service orientation
• Adaptability
• Initiative
• Stress tolerance
WORK ENVIRONMENT and PHYSICAL DEMANDS:
• This job operates in a professional office environment and typical of a call center operation.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines and various computer programs.
• Required to sit, stand, walk, climb stairs, touch, see, and hear.
• While performing the duties of this job, the employee is regularly required to walk, talk and hear.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
8:00AM- 4:30PM MF
