Inside Sales/customer Service Manager - Toronto, Canada - Independent Mechanical Supply Inc.

Independent Mechanical Supply Inc.

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

Overview

The Inside Sales Manager is focused on customer service management and will support the Inside Sales Team to provide service that exceeds expectations; by leading and motivating team members, ensuring collaborative and effective cross-department partnerships, and creating customer satisfaction goals.

The Inside Sales Team is a customer facing team made up primarily of order (including returns) takers/customer support representative responsible for facilitating the sale of non-project PVF, plumbing and hydronic heating, and other support materials.

The team members work most closely with customers, outside sales representatives, vendors and the shipping/receiving (Operations) team to ensure that the customer's quotes and orders are entered into the system and delivered.

They are at the front line of the battle to keep customers happy and to deliver our tag line which is 'Obsessed with Exceeding Expectations"
Customer Service Responsibilities

Build relationships with customers that create loyalty with Independent Mechanical Supply so that Independent Mechanical Supply is their first choice when purchasing materials
Improve customer service experience, create engaged customers and facilitate growth
Take ownership of customers issues and follow problems through to resolution
Keep accurate records and document customer service actions and discussions

Leadership Responsibilities

Work collaboratively with other departments to resolve ongoing and/or systemic customer service issues and build a team culture that does the same
Take an active role in developing and advancing items on the agenda of the Managers Meetings for the continued development of the Management Team and enhancing business processes
Resolve conflicts quickly through professional discussions with objectivity and open mindedness and work with all individuals involved in the conflict

Team Management Responsibilities

Manage daytoday operations for the Inside Sales Team (Quotations, RFQ's, Orders, CRAs, Invoicing, Credits)
Maintain an orderly workflow according to priorities
Organize the team to deliver quick and accurate information (internal and external sources) pertaining to customer inquiries about product availability and options
Develop service procedures, policies and standards as well as key metrics to monitor them
Analyze statistics and compile accurate reports for both internal team performance metrics and customer related data
Maximize current technology and continually evaluate new technology to determine what should be implemented
Hire, mentor and develop IMS Insides Sales Team Members and nurture an environment where they can excel through encouragement and empowerment
Conduct one on ones and team meetings as needed
Manage team scheduling requirements
Create and implement an effective training program and development activities for employees
Continually evaluate and develop roles and team structure to maintain and further outstanding performance
Assess employee's performance and strengths and assign work, roles, and development plans that are aimed at leveraging each individual's strengths
Control resources and utilize assets to achieve qualitative and quantitative targets
Adhere to and manage the approved budget

Sales, Pricing and Vendor Responsibilities

Develop, organize product promotions and staff incentives to achieve;
A specific quantity volume for a product;
A sales and profit objective for a specific period of time;
Seek out business opportunities through customers, products (i.e. going through trade magazines and identifying products that should be inventoried by Independent Mechanical Supply) and market conditions
Assist the Sales Manager & Sales Admin Manager in maintaining customer pricing within the system by pointing out flaws, margin issues, and margin opportunities.
Manage the appearance, layout and promotions of the counter;
Work closely with vendors in a fair and open way to position Independent Mechanical Supply as a preferred partner (better than normal margins, preferential delivery dates, sharing of leads) within their strategy
Arrange training for team with vendors.

Other

Other duties as assigned

Mandatory Requirements

Years of Experience in

Customer Service: 5+

Years of Experience Managing a Team of Inside Sales and/or

Customer Service Reps: 5+

Education: High School
Software/

System Experience:
Office 365

Demonstrated leadership skills
Proven ability to hire, train, and develop a team of Inside Sales and/or Customer Service Reps
Recognized ability to build internal and external relationships
Demonstrated analytical, organizational, planning and team building skills
Excellent Written and oral communication skills
Experience suggesting and implementing changes to processes and procedure

Nice to Have