Dir, Sales Support

Client Reference Code: 189929

JOB SUMMARY
Directs the organization that manages activities to support the customer sales operations. Has primary responsibility for supervision and development of first level Sales Administration/Support Managers. Accountable for order processing, responds to requests for quotations, and resolution of order and installation issues.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Contributes to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.
Ensures timely trafficking, handling and resolution of all calls received or initiated by sales representatives that are of an ‘exception’ nature, including but not limited to calls from non-subscribers that require site survey, design, and possibly customer contribution of new construction costs.
Directs all measures taken to research and assess the qualitative nature of sales order entries.
Enforces and communicates the quality and integrity of all sales activity.
Creates and documents backend processes necessary to ensure customer satisfaction from sale to completion, involving management, programmers, analysts, trainers, project managers, and other business units.
Adheres to Sarbanes Oxley (SOX) guidelines for the consumer sales organizations.

REQUIRED QUALIFICATIONS
Skills /Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to listen to an interpret the needs of the customer and sales personnel
Must be able to make effective presentations, have excellent verbal and written communication skills, and be able to interface with all levels of management
Core competencies include teamwork, integrity, flexibility, stress tolerance, and concern for excellence
Ability to understand and respond effectively to activity interdependencies to ensure that they do not negatively affect the execution of sales
Skill and experience in creating excitement and energy, building and leading teams and developing skills in others
A strong communicator and team player that can foster collaboration and build consensus across multiple constituencies
Strong project management skills and the ability to prioritize multiple tasks and initiatives
An organizationally perceptive person who will respect the traditions and culture of Charter and who can implement new ideas within that context
PC literate with good understanding of Excel, Word, or similar programs
Strong analytical ability and financial/statistical budgeting experience
Demonstrated ability to analyze problems and probe facts
Demonstrated ability to identify and question assumptions and find creative and effective solutions
Thorough understanding of the key aspects of phone/sales/telemarketing
Knowledge and use of formal Quality Assurance processes

Education
Bachelor’s degree in business with communications emphasis, or equivalent practical business experience
Certifications and/or Licenses
Valid driver's license, satisfactory driving record within Company required standards and auto insurance

Related Work Experience Number Of Years
Managing an administrative and/or support function 8-10
for a large telemarketing call center
Sales administration and/or sales support experience 8-10
and related supervisory/managerial experience


PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to positively influence and persuade
Acts independently or with limited direction
Effective communications skills including presentation skills
Ability to plan, prioritize and organize effectively
Creative flair, conceptual and project-specific, is desirable

WORKING CONDITIONS
Office environment
Some Travel required



EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster:
Charter is committed to diversity, and values the ways in which we are different.

Job Code : TWCCSU720 Dir, Sales Support Exempt

189929BR