The Inside Sales Manager will be responsible for overseeing the customer service department ensuring the company delivers world class service to all our customers and employees of Wallis Companies. Supervises, trains, coaches and mentors and leads an inside sales team while also responsible for managing and growing a book of business. Their department is expected to service and grow business with their primary customers, proactively prospect for new business and opportunities with new and existing customers.
RESPONSIBILITIES BY COMPETENCY:
(bolded text denotes an essential function of the position)
Business Results Orientation
Monitor accounts receivable aging schedule and ensure follow up on delinquent accounts
Implement various programs and utilize marketing techniques to maximize brand recognition
Identify and qualify new business leads
Coordinate marketing initiatives from inception to completion with tracking of results
Utilize various and multiple means to develop leads and account contacts, maintain customer and prospect information, and promote the Company’s products and services to bring in new accounts
Work with our customers to increase sales, gain efficiencies in the order process resulting in an increase overall customer experience
Maintain regular attendance and follow designated safety practices
Develop robust processes and metrics while building a team to ensure we are capitalizing on all market opportunities within customer segment
Ensure effective utilization of tracking system for prospective and existing customers as well as follow up calls including developing call success strategies
Establish monthly, quarterly and annual revenue and sales goals for the customer service team and ensure execution
Maintain personal productivity and quality standards that make possible attractive financial returns so that the company may continue to provide exceptional service to our customers and ensure job security and career growth to our staff
Perform other duties not listed as required
Communication
Present applicable information to customers as requested
Provide timely reporting of results verses targets including call plan and appointments
Communicate potential new customer information to outside sales
Ensure professional image in all internal and external correspondence
Ensure all communication with customer, suppliers, vendors, co-workers and direct reports is professional and appropriate
Manage partnerships between the outside sales team and customer service team, to ensure teamwork and sales plans are implemented and followed
Influence customers’ and prospective customers’ satisfaction and company prosperity with tact, sensitivity and professionalism
Customer Service Orientation
Interact with customers on a regular and on-going basis per customer requirements
Provide timely market information to customers as requested or as market volatility dictates to assist customer in decision process
Provide information support to both internal and external customers
Use Exxon Mobil’s Technical Support along with D-Net to provide superior customer service
Complete site and/or customer visits as required
Process orders, maintain customer service levels and credit standards, and coordinate activities with operations
Respond promptly to all customer inquiries, customer proposals, and follows through to ensure satisfaction
Handle customer contacts in a professional and efficient manner
Process customer orders in a courteous, efficient and timely manner
Respond promptly to all customer inquiries, complaints, and concerns and follow through to facilitate satisfactory resolution
Retain, renew and develop major accounts and nurture individual customer relationships
Guarantee satisfaction and value for our customers
Acknowledge and appropriately greet and assist every customer in a timely manner
Handle customer interactions with tact, sensitivity and professionalism
Developing Talent
Identify potential training areas to support personal training and development and make recommendations to improve these areas
Complete safety training as required
Assist in developing product knowledge of employees’ and customers to achieve the company’s sales and gross profit objectives
Mentor and guide the inside sales/customer service team in building strong relationships within our distribution
Train and motivate the inside sales/customer service team to achieve their targets, giving them the tools needed to be successful
Develop ongoing sales training for the inside sales team’s continued success
Contribute to a work environment that fosters pride in being part of a winning team and promotes personal growth
Attend training to further professional development and understanding of company goals and strategy
Technical Expertise
Ensure understanding of purchasing, dispatching, and office administration procedures
Act in interim capacity in any direct report position
Adhere to all Wallis Companies safety policies and report all safety incidents to supervisor immediately
Develop performance strategies for the customer service team and ensure call ratios are achieved
Manage weekly and monthly reports on inside sales performance, overall sales activity and customer engagement
Know and understand product specifications along with lubrication procedures
Develop and manage lead generation tools
Manage data integration from other systems within the organization
Attend trade shows and outside recruiting and sales events as required
Manage inside sales call tracking application and develop call success strategies
SUPERVISORY RESPONSIBILITIES
Direct: Customer Service Representative I, II & III (3-4)
This position is responsible for the overall direction, coordination and evaluation of each position. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include planning, assigning and directing work; managing training and certifications; appraising performance, rewarding and disciplining employees up to and including termination with supervisor’s approval; addressing complaints and resolving problems. Continually works toward developing direct reports for future positions and added responsibilities.
Indirect: None
QUALIFICATIONS
(bolded font denotes an essential qualification of the position)
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education: High school diploma or equivalent; Associate’s degree in related field
preferred
Experience: 5+ years of experience in general sales or customer service with 3+
years in a related industry
Language Skills: Ability to read, write, speak, and understand English in a manner
that is sufficient for effective communication with groups of managers, clients, customers and the general public
Skills and Abilities:
(May be representative but not all-inclusive of those commonly associated with the position)
Ability to use considerable judgment to work independently toward general results, to devise new or modify and adapt existing methods, techniques and procedures to meet new or unusual requirements and to make related decisions controlled by precedent and within limits of established policies
Excellent communication, customer service, and interpersonal skills
Strong knowledge of CRM software
General knowledge of related organization policies and procedures and their application to cases not previously covered
Result-driven approach and ability to work autonomously
Strong organizational skills with the ability to multitask and thrive in a fast-paced environment
Technology, Tools, and Equipment:
Computer, Microsoft Office, Telephone
Copy/Print/Fax Machine
Customer Relations Management software
MAS software
(Proficiency with preferred items is not required to meet minimum qualifications, but proficiency must be established to complete essential job functions)
Certifications, Licenses, and/or Registrations:
Valid Driver’s License
Mobil Serve Training and DELTA
XOM specific certification
PHYSICAL DEMANDS
The physical demands described below are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Amount of time None Under 1/3 1/3 to 2/3 Over 2/3
See:
Must be able to read computer screens, reports, etc.
Stand/Walk:
Occasional visits to various sites
Sit:
Must be able to perform work at a desk or computer
Touch/Grasp/Feel
Must be able to input electronic data, manipulate paper, use
phone system
Climb or Balance
Stoop, Kneel, or Crawl
Talk or Hear:
Must be able to communicate in person and on the telephone
Lifting: Up to 10 pounds:
Up to 25 pounds:
Up to 50 pounds:
Up to 100 pounds:
Over 100 pounds:
Working Conditions:
Office Environment
DISCLAIMER
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Wallis Companies reserves the
right to make changes to job descriptions as needed with or without notice to affected employees. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws. This job description does not establish a contract for employment