Inside Sales and Customer Service Manager

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Lead, coach and motivate a team of customer support and inside sales representatives. Provide ongoing feedback, train team members, conduct performance evaluations, and support professional growth.
• Develop and execute Customer Service department strategy that aligns with Medical Division’s growth strategy. This includes customer service representatives that make outbound calls, are product trained, and have responsibility for revenue attainment.
• Responsible for the identification, development, implementation & measurement / reporting of Key Performance Indicators (KPIs) for the Customer Service Dept.
• Develop and/or improve processes, procedures, policies and standards (SOP) aiming to increase customer satisfaction and efficiency.
• Lead Customer Service implementation of new ERP / CRM software and/or processes.
• Monitor and evaluate team performance through metrics and feedback. Generate and analyze performance reports to track team productivity and customer satisfaction. Use data to drive decision-making and continuous improvement.
• Gather and analyze customer feedback to identify trends and areas for improvement and implement strategies to address feedback and enhance customer experience.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Analyze complex issues and work with the team to develop solutions.
• Train new hires and provide ongoing training to existing team members on products, services, customer service techniques, and system usage.
• Work with Sales Directors and Marketing to develop and implement inside sales strategies to increase revenue and expand the customer base.
• Oversee daily operations of the inside sales team to ensure efficient execution of sales initiatives.
• Utilize CRM software and data analytics to understand customer behavior and market trends.
• Monitor sales metrics and analyze performance to ensure alignment with company goals.
• Collaborate with marketing and product teams to align sales effort with overall business objectives.
• Oversee the management and optimization of CRM systems. Ensure data integrity, implement system updates, and provide support for CRM-related issues. Train staff in CRM usage and best practices.
• Manage and maintain Electronic Data Interchange (EDI) systems to ensure smooth and accurate data exchanges between systems. Monitor EDI transactions, resolve issues, and collaborate with IT and other departments to ensure seamless integration.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in marketing or business-related field.
• 5+ years of customer service experience and 3+ years in sales-related positions.
• Demonstrate ability to communicate effectively (both written and verbal) including strong interpersonal and facilitating skills to deal effectively and tactfully with people at all levels.
• Proficiency in ERP (SAP, Visual or similar) CRM (Salesforce, Sugar or similar) EDI.
• Experience in people leadership / management.
• Experience in building and managing an inside customer service organization.
• The successful candidate must be detail-oriented with exceptional organizational skills.
• Must be able to manage multiple tasks.
• Able to solve problems in a dynamic environment.
• Must be a team player and self-starter, high bias toward action.

PREFERRED QUALIFICATIONS

• Language Proficiencies