Customer Service Manager - Inside Sales

Food Distribution

Location: South San Francisco

Reports To: VP of Sales

Salary: $90,000 - $100,000 annually + Bonus/Commission Opportunities

Hours: Monday - Friday, 7:00 AM - 3:30 PM (or similar)

Summary:

The Inside Sales / Customer Service Manager drives sales growth and enhances customer satisfaction by leading the inside sales and customer service team. This role involves delivering exceptional customer experiences, supporting outside sales, and identifying new sales opportunities. The ideal candidate will possess strong leadership, customer-centricity, and upselling abilities, along with proficiency in relevant operating systems and a capacity to thrive in a fast-paced environment.

What You Will Be Doing:

Sales Growth Strategy:

• Collaborate closely with the VP of Sales to identify and analyze sales growth opportunities, leveraging market data and customer feedback to develop strategic initiatives.
• Develop and implement comprehensive sales plans for the inside sales team, outlining specific targets, tactics, and timelines to achieve weekly and yearly sales growth objectives.

• Product and Service Expertise:
• Maintain an expert-level understanding of all products and services offered, staying updated on industry trends and competitive offerings to effectively address customer inquiries and provide knowledgeable recommendations.
• Act as a subject matter expert, providing training and support to the inside sales and customer service team to enhance their product knowledge and sales skills.

• Account Management:
• Proactively manage an assigned book of house accounts, cultivating strong relationships and identifying opportunities for upselling and cross-selling to maximize account revenue.
• Conduct regular account reviews to assess customer satisfaction, identify potential issues, and develop strategies to enhance customer loyalty and retention.

• Team Leadership and Development:
• Provide effective leadership, coaching, and mentoring to Inside Sales / Customer Service Representatives, fostering a positive and collaborative team environment.
• Develop and deliver comprehensive onboarding and training programs for new department hires, ensuring they are equipped with the necessary knowledge and skills to succeed in their roles.
• Conduct regular performance reviews, provide constructive feedback, and implement professional development plans to enhance team performance and individual growth.

• Customer Satisfaction and Policy Implementation:
• Establish and monitor customer satisfaction targets, developing and implementing strategies to consistently meet and exceed customer expectations.
• Uphold and enforce customer service policies and procedures, ensuring consistent application and adherence to quality standards.
• Proactively identify and resolve customer issues, working collaboratively with the team to address concerns and ensure timely resolution.

• Order Management and Issue Resolution:
• Identify and proactively contact customers with missing orders, investigating and resolving any discrepancies or delays to ensure timely delivery.
• Collaborate with the Warehouse, Operations, Sales, and Finance teams to resolve delivery, inventory, and billing issues efficiently and effectively.
• Provide prompt and accurate assistance to customers and the Outside Sales team regarding account details, inquiries, and related questions.

What You Bring:

• Education and Experience:
• College degree in a Business-related field preferred.
• Experience in the Hospitality/Restaurant or retail food industry preferred.

• Professional Attributes:
• Dependable, trustworthy, and professional demeanor with a strong sense of urgency and attention to detail.
• Self-starter with a proactive and results-oriented work ethic.
• Team player with a positive attitude and a willingness to collaborate.

• Time Management and Technical Skills:
• Excellent time management skills to effectively multitask in a fast-paced work environment.
• Outstanding typing, internet, email, and computer skills, with advanced proficiency in MS Word and Excel.
• Ability to perform simple arithmetic.

• Communication Skills:
• Excellent oral and written communication skills, with proven ability to communicate articulately in English.
• Ability to speak proficient Spanish preferred.

#PANDO