CUSTOMER SERVICE/ INSIDE SALES MANAGER - Full-time / Part-time

Title: CUSTOMER SERVICE/ INSIDE SALES MANAGER We are interested in talented and motivated individuals excited about the ecommerce business. We provide a work environment that inspires challenges and offers our employees the opportunity to be part of an exciting Internet business.

We provide a competitive compensation package that includes strong benefit options.
We currently have a great opportunity for a dynamic, hands on, experienced customer service and/or Inside Sales Manager to manage all aspects of the inside sales and lead generation process. This will also include managing the customer service team. Customer Service/inside Sales Manager is responsible for Contact Center (CC) operations.

Reporting to the Chief of Operations the Customer Service/inside Sales Manager will be responsible for:

Managing the day to day operation of the Customer Service Contact Center operations including, but not limited to, management of productivity and quality measures , staffing, scheduling, resolving employee and Customer issues, order placement, customer communication via email and telephone, mentoring, process development , improvement, and reporting.

Ensure operational issues are communicated to the management team. Establish collaborating/prioritizing opportunities for improvement. The Customer Service/inside Sales Manager must be a customer advocate, be a problem solver, and an expert communicator.

Manage all aspects of the inside sales and lead generation process. Analyzes team sales statistics to formulate strategic sales plans. Works with customer service Team to develop individual correspondence for follow-up and pricing proposals to meet customer requirements.

Utilize customer and staff feedback to identify opportunities to enhance the customer experience and drive efficiency in the delivery of world-class Customer service.

Works in collaboration with marketing as one team to support their activity for business growth and profitability.

Coordinates Sales and product training, including, but not limited to, role-playing, reviewing of recorded calls, and working with Product Managers.

Establish, grow, and manage customer relationships in defined vertical markets in order to optimize profit potential.

Provides leadership, guidance and direction to the team regarding all customer situations.

Maintain/achieve Contact Center performance measurements to ensure company success and industry leadership in customer service including: e-mail response, average customer call time, average customer call wait time, abandoned call volume, and general productivity goals.

Develop and utilize strong collaborative relationships with key customers to achieve business objectives and resolve business issues.

Help to develop and integrate tools and procedures necessary to provide excellent customer service.

Provide direct Sales forecasting. Participate in organizational and budget planning process.

Consistently demonstrate positive and professional leadership behaviors to drive customer and employee satisfaction.

Recruit, select, train, and develop staff.

Implement reward and recognition to acknowledge exceptional performance.

Coach, counsel and administer disciplinary action as required.

Complete special projects as assigned.

Oversees development and maintenance of CRM. Utilizes CRM and other resources to monitor accounts to guide team's efforts to drive usage as appropriate, conduct training, handle customer support issues, and exercise cross-selling opportunities.

Demonstrates and ensures compliance with the Customer First, Service Foremost philosophy.

Guides preparation of leads activity reports and presents to executive management.

Skills

• 5 - 7 plus years experience within a large Retail Contact Center, ecommerce or high volume Customer service operations environment with progressive responsibility, including supervision/management.

• BS or BA or equivalent required.

• Excellent communication, listening and presentation skills.

• CRM experience.

• Demonstrated leadership experience in a team oriented operational environment.

• Strong analytical and planning skills.

• Understanding of internet and call/contact center technologies.

• Highly ethical individual with a strong desire to succeed both professionally and personally. Must have a high amount of integrity and must be able to lead by example.

• Excellent relationship-building skills and knowledge of telesales skills such as cold-calling techniques, closing and up-selling.

• A strong team player that is flexible and persistent.

• Strong leadership skills and the ability to generate enthusiasm among sales, customer service and team. Demonstrated management experience with a good understanding of staff development, coaching, and goal setting.

• Results-oriented with a strong bias for action.

• An independent, self-motivated and goal-oriented with a solid work ethic.

• The ability to recognize business opportunities and identify potential targets.

• Entrepreneurial spirit coupled with creativity.

• Ability to develop and implement productivity initiatives.

• Demonstrated negotiation experience.