The Service & Sales Manager develops, oversees and evaluates sales staff and sales activities in a manner, which ensures total quality and effective customer service.
ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
• Customarily and regularly directs the work of two or more full-time employees or their equivalent. Makes suggestions and recommendations for these employees regarding performance and change of status, including transfer, advancement, termination, and hiring.
• Accomplishes customer service objectives by motivating, training, coaching, and providing detailed guidance to staff through performance management expectations; develops and maintains productive work teams by hiring qualified personnel and manages staff levels and schedules to ensure customer support coverage; and performs follow up with staff members through monitoring, appraising, and report analytics on all performance metrics.
• Establishes and maintains effective relationships with the Mouser Business Development Team, MFG Reps and Suppliers. Assist with special requirements, including sales leads, quotes and expedites. Resolves Supplier and/or Customer issues, determines necessary improvements, and helps to implement change. This includes coordinating activities with the Mouser Product Management Team to ensure continuity with our Suppliers, MFG Reps and Business Development. Establishes and maintains effective relationships with customer and Suppliers. Resolves customer issues, identifies customer service trends, determines necessary improvements, and helps to implement change. Investigates and solves customers’ problems, which may be complex or long-standing concerns.
• Thoroughly investigates and understands customer processes, buying habits, and organizational structure. Prepares and completes action plans; suggests and drives continual process and procedure improvement for the entire sales organization; and assists Director of Sales or VP of Sales with development of results-oriented sales strategies. Ensures customer service financial objectives are met through sales and margin expectations.
• Communicates professionally and clearly with customers and employees by email, phone, and face-to-face. Supports and participates in company total quality process and leads by example through professionalism, attendance expectations, and flexibility.
• Responsibilities may include customer site visits when necessary to deliver Mouser’s value and discuss potential process based service offerings.
SKILLS & CERTIFICATIONS
• Knowledge of Microsoft Office Applications (Excel, PowerPoint, Work and Outlook) at the advanced level
• Experience developing and maintaining productive work teams and providing ongoing performance management
• Exhibits strong analytical, problem solving, negotiation, organizational, and teaching skills
• Read, analyze and interpret scientific and technical journals, financial reports and legal documents
• Proficient with writing/creating reports, business correspondence, and presentations
• Excellent verbal and non-verbal communication and telephone etiquette. Able to communicate with people at all levels
• Able and willing to use our telephone headsets
• Detailed and thorough in work habits with multi-tasking ability
• Able to work with minimum supervision and make independent judgments
• Skill evaluations: Computer Knowledge 80%, Proof Reading 75%, Customer Service 80%, and Typing 35wpm
• Has acceptable driving record and can provide current, valid driver’s license and current proof of insurance
EDUCATION & EXPERIENCE
• Bachelor’s degree or equivalent related work experience preferred.
• Three to five years of successful business to business inside sales or customer service experience in an ACD call routing environment
This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.
Category:Sales/Customer Service
Equal Opportunity Employer, including disability and veterans.