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Inside Sales Manager for Auto Industry

Jacksonville, FL

Order: 962137
Direct Hire

We are currently seeking a professional individual who is enthusiastic about Call Center Sales to join our client's team as an Inside Sales Manager for their Specialty Vehicle Division. Qualified candidates will have dealership or other car related experience to include retail parts or equipment.

 

 The Sales Manager is responsible for the strategic planning and execution of all B2B sales operations. Core duties include management and leadership of the B2B team for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

 

Essential Functions

  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every customer visit, call, or email for maximum revenue or to ensure customer satisfaction

  • Develop plans and strategies for growth of sales team, achieving the company’s sales goals, and cultural initiatives

  • Manage marketing resources to better understand the existing or new customer segments, with a goal of continually refining growth opportunities and/or mitigating risks

  • Ensure consistent engagement between the Inside/Outside sales and eCommerce teams to ensure that sales targets are met and customer experience is strong across both channels

  • Responsible for development and administration of annual department budget to attain business goals with operational stability

  • Develop, implement and maintain effective Quality Assurance (QA) programs fostering continuous improvement based on the KPIs of the business

  • Responsible for the reporting and increase of results for call center metrics as they relate to customer experience.

    • This includes Call Center application reporting (Wave)

    • KPI Reporting

  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision

  • Improve metrics for sales and customer service performance if available

    • Abandonment, average speed to answer, % answered within 20 seconds, problem response/resolution within 24 hours, etc.

  • Provide maintain and develop training materials to Sales Staff in order to establish continuous improvements in customer satisfaction and revenue levels

  • Handle and resolve any escalated sales or customer service calls that align with a resolution required that is greater than the ability of the call center leads or supervisors

  • Conduct monthly Call Center Staff performance reviews

 

Education and Experience:

High school diploma or equivalent required.

BS / BA in Business / Marketing Degree preferred

Five (5) years’ related sales director experience preferred

Aftermarket Parts Experience preferred

 

Reporting Structure:

Direct reports to this position-

    • Regional Territory Managers

    • Business Development Managers

    • Inside Sales Team

    • Customer Service Representatives

 

#SK 962137