Inside Sales Manager

Title: Inside Sales Manager
Reports to:
National Business Development & Operations Manager for Specialty Rental
Manages: Inside Sales, Customer Service and Sales Support Teams (approximately ** reports)

Position Summary/Objective:
This position is responsible for the development, performance, revenue generation and profit realization of the Insides Sales Team and Customer Service/Support teams.

Providing leadership toward the achievement of all Inside Sales goals, the Inside Sales Manager is responsible for all inside sales activities, specifically focused on maximizing existing business/accounts growth/profitability and retention, while finding new revenue opportunities. Revenue generation and customer satisfaction is achieved by working with internal support teams to include, Outside Sales, and Marketing while providing exceptional customer service to both internal/external customers in accordance with the company’s vision and values.

Expectations:
A. Lead Inside Sales and Customer Service/Support teams to effectively meet all client requirements while at the same time achieve F&M’s revenue and profit goals.
B. Leads and develops team members.
C. Coordinates sales activities with Outside Sales and Marketing.
D. Provide strategic direction and feedback to management.
Measurements:
A. Department goal achievement
B. Employee retention
C. Improved relationships with both internal external customers
Summary of Responsibilities:

A. Lead Inside Sales and customer/support teams to effectively meet all client requirements while at the same time achieve F&M’s revenue and profit goals.

1. In conjunction with management team, create department goals and key performance indicators.
2. Monitors performance through reports for each employee, utilizing data captured through CRM activity details, call metrics, and other internal systems.
3. Maintains and develops Inside Sales processes/procedures to improve service, efficiency, quality and profitability and lead generation.
4. Ensure delivery of exceptional customer service. Identify problems or issues affecting achievement of this goal and work with staff to find solutions.
5. Train and oversee Inside Sales’ use of CRM tool for consistent and proper usage.
6. Timely follow-up and resolution of all internal/external request, complaints and/or concerns.
7. Responsible for a wide variety of duties of a confidential and non-confidential nature, requiring discretion and independent judgement.

B. Lead and develop the Inside Sales team.

1. Manage, develop, and motivate inside sales team to ensure exceptional customer service.
2. Hire, on board and develop new employees in accordance with the sales model developed.
3. Identify all training gaps and create training programs that are role-specific and include processes, products, systems, and skills.
4. Encourage growth and career development of assigned employees by coaching, training, and developing employees to help them achieve their personal goals.
5. Communicate clearly and effectively, leading both team meetings and one-on-one conversations with the team. Listen carefully to concerns or questions. Encourage feedback, idea generation, and problem solving within the Inside Sales team.
6. Conduct annual employee evaluations and reviews.
7. Intervene and resolve performance issues in between performance evaluation intervals.
8. Coach employees daily as requested and required.
9. Fosters a cooperative and harmonious working culture/climate conducive to maximizing employee morale and productivity.
10. Enforces F&M standards/policies/procedures/protocols.

C. Coordinate sales activities with Outside Sales and Marketing.

1. Work with Marketing and Outside Sale to create and execute sales plans and goals.
2. Develop Inside Sales plans and processes to support Marketing and Outside Sales efforts.
3. Measure effectiveness of Inside Sales efforts as part of overall sales goals.
4. Work cooperatively with all departments to create exceptional customer service experience for every customer.

D. Provide strategic direction and feedback to management.

1. Provide regular feedback of market intelligence acquired from the Inside Sales team.
2. Identify and make recommendations for improvement in areas relating to the Inside Sales Department.
3. Performs all other duties as assigned.

Qualifications/Experience:

1. College degree preferred or work experience equivalent.
2. A minimum of three years of successful sales or team leadership/management experience preferable in a related industry.
3. Prior Inside Sales or Customer Service experience required.
4. Experience working in a customer focused, sales driven environment.
5. Proven track record of developing sales strategies and achieving established sales/profitability goals.
6. Personnel management experience.
7. Results orientated, with a strong attention for detail and follow-up.
8. Self-motivated/self-reliant, able to work with little day to day direction, while exercising good independent judgement and decisions.


Work Skills:

1. Written communication skills – Writing must be concise, organized, and clear.
2. Verbal Communication skills - Convey ideas persuasively; either speaking spontaneously or in a prepared presentation.
3. Data skills: Compiling, Analyzing, Comparing, Evaluating, Correcting, Reporting and Coordinating.
4. Highly skilled with people: Supervising, Negotiating, Instructing, Mentoring, Communicating, and Serving.
5. Team player that relates and works well with clients and employees.
6. Readily adjusts to rapid changes in priorities, technology, products, and the marketplace.
7. Demonstrates business acumen, consultative selling skills, and understands value-based selling.
8. Proficient in Microsoft Office products and mathematical calculations.
9. Prior experience working with SAPB1 or SAP is preferred.

Traits:

• Humble
• Hungry
• Smart
• Assertive
• Confident
• Enthusiastic
• Deadline Driven
• Goal Oriented
• Quick
• Persuasive
• Factual
• Self-reliant
• Consistent
• Analytical
• Patient