Inside Sales Manager - Urgent Hire!

Company Description American born, American based company that revolutionized the U.S. pool cleaning industry by introducing the first robotic pool cleaner in 1982, is looking to hire a top Sales and Customer Service Manager for its plant in Cedar Grove, NJ. Job Description Main Responsibilities • The general purpose is to plan, co-ordinate and control the activities of the inside sales team to maintain and enhance customer relationships and meet organizational and operational objectives. • Develop and implement customer service policies and procedures in coordination with the Sales VP • Define and communicate customer service standards and oversee the achievement of these standards • Direct the daily operations of the customer service team: Plan, prioritize and delegate work tasks to ensure proper functioning of the department • Review customers complaints and track customer complaint resolution by direct involvement by phone, e-mail, internet, or face-to-face. • Daily follow-up and answer of customers reviews in the Internet; utilize social media to respond to customers’ complaints or praise. • Handle complex and escalated customer service issues • Provide help and advice to customers using the company’s products or services • Monitor accuracy of reporting and data base information and analyze relevant data to determine customer service outputs. Establish KPI’s to be followed on daily/ monthly basis. • Identify and implement strategies to improve quality of service, productivity and profitability • Liaise with external service centers and monitor its performance evaluating the service provided to customers • Oversee product exchanges, returns and repairs in coordination with the Service department. • Update delivery information of orders with operations and shipping departments to provide the information to customers. • Train and coach the inside sales team to grant their capability to solve customers’ issues keeping them up to date with changes or innovations with the R&D department and providing scripts to read from during phone calls or train on how to write correspondence. • Responsible for a sales budget and objectives for the department. • Ensure the sales back office duties to give support to external sales team in terms of information, preparation of documents and technical advice • Be updated on customers’ accounts and payment statements in coordination with the financial department. • Grant that sales pipeline remains full with qualified leads and projects. • Report to senior management on sales metrics, opportunities and threats. • Evaluate and improve inside sales and sales administration process • Coordinate inside sales activities and projects, promotional campaigns, telemarketing actions in coordination with the Marketing department. • Monitor employee productivity and motivate team to reach daily dial goals • Plan staff needs and structure for the department. Qualifications Specific knowledge and skills • Ability to plan and manage both the strategic and operational levels. • Familiarity with sales process and customer care in B2B, B2C and internet reviews. • Exceptional written and verbal communication skills • Ability to maintain a positive attitude at all times • Experience working with technical products, service, repairs, etc. • High proficiency in Excel and Access and SAP or equivalent ERP Ability to work collaboratively with colleagues and staff to create a results driven, team oriented environment • Proactive attitude, act more than react. Experience reporting to a senior manager, providing ideas and solutions. Able to analyze the current processes and staff and propose improvements • Sales-oriented, customer-oriented, positive, proactive and able to lead changes. Additional Information Previous Experience • At least 5 years work experience leading a customer service/inside sales team, preferably in an industry with a technical product that requires service and maintenance. • Highly desirable his/her knowledge and involvement in professional channels (distributors, dealers) and also the internet channel in terms of customer service. • Previous experience in external sales will be a plus.