Inside Sales / Customer Service Supervisor - Industrial Distribution

This role will be responsible for guiding and directing the performance and activities of the Inside Sales Team of your area. You will also be responsible your team’s drive toward these critical objectives:

• Maximize customer satisfaction by providing outstanding customer service.
• Maximize contribution margins in each district.
• Exceeding service level goals around on time and error free performance
• Provide leadership around coaching, communication, training, career development.
• You will also be assigned a group of accounts to manage which will help you understand the daily responsibilities of an inside sales representative.

Experience, Education and Skills

• HS Diploma OR GED; Associates degree or higher preferred, preference given to fluid power or similar technical programs. 
• 5+ years inside sales / customer service experience, preferably within industrial distribution or similar industry. 
• 2 or more years in a customer service management or supervisory role with a proven track record of leadership and relationship building.
• Successful track record of handling customer accounts in a manufacturing or distribution environment, with a thorough understanding of the processes and detail of the customer service function.
• Strong problem solving and decision-making skills.
• Ability to create a collaborative team environment across a wide geography with clear established goals.
• Strong analytical, mathematical, and mechanical aptitude is required to be successful in this role.
• Clear and concise verbal and written communication skills
• Ability to maintain composure under stressful situations
• Sound judgment and decision-making ability
• Demonstrates integrity and ethical standards
• Proficient with software programs relating to the customer service position including Microsoft Excel, Microsoft Word, E-mail, etc.
• Experience with Infor CRM products, specifically Trend or SX.e is preferred.

Essential Functions

• Facilitate development by providing coaching and training.
• Provide daily supervision and training on overall direction to your Inside Sales Team.
• Develop thorough knowledge of the SunSource operating system to provide guidance to the customer service team as well as make recommendations for improvements.
• Provide operational and sales support for the local Region/District Sales managers.
• Coordinate local customer service management engagement as a backup for the CSR staff as necessitated by CSR time off.
• Build strong working relationships with various departments to ensure all internal and external customer issues/concerns are resolved within an appropriate time frame.
• Provide reporting and analysis of customer service, operational, and other related key metrics such as On-Time and Error Free performance, Customer Service Productivity (booked lines/orders, invoice $’s etc), Quote Follow up and conversion, Outbound calling and lead generation, and District and SBU level margins and sales goals.