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Mgr, Inside Sales
- Franklin, Tennessee, United States
- Franklin, Tennessee, United States
Über
In this role, you will set direction, implement process improvements, and ensure consistent execution to enhance customer satisfaction, improve efficiency, and enable the success of the broader commercial organization.
What you can expect in this role (Job Responsibilities)
Lead, coach, and develop a high‑performing inside sales and customer service team, setting clear goals and expectations aligned to business priorities.
Foster a customer‑centric culture focused on responsiveness, quality, and continuous improvement.
Ensure high‑quality customer interactions across phone and email channels, including resolution of escalations and complex issues.
Partner with Account Managers and external sales teams to support revenue growth, customer retention, and overall commercial effectiveness.
Operations Management & Execution Excellence
Oversee all order processing activities to ensure accuracy, timeliness, and alignment with customer expectations.
Manage daily operations to ensure consistent, standardized execution of sales support and customer service processes.
Collaborate closely with warehouse, shipping, billing, and finance teams to ensure seamless order fulfillment and issue resolution.
Leverage CRM and ERP systems (e.g., Salesforce, SAP) to manage workflows, maintain data integrity, and support business operations.
Establish and monitor performance metrics (e.g., order accuracy, response time, customer satisfaction) to drive accountability and performance improvement.
Continuous Improvement & Process Optimization
Own and lead continuous improvement initiatives across the order‑to‑cash and customer service processes, applying Lean principles to eliminate waste and improve flow.
Drive structured problem‑solving using Lean tools (e.g., root cause analysis, 5 Whys) to address recurring issues and improve process stability.
Develop, implement, and sustain standard work, visual management, and performance dashboards to enable consistent execution and transparency.
Identify opportunities to streamline processes, improve system utilization, and enhance the overall customer experience.
Build a culture of continuous improvement by engaging team members in identifying inefficiencies and leading improvement initiatives.
What we are looking for (Experience, Knowledge, Skills, Abilities, Education) We each bring something to the table, and we are looking for someone who has:
Required Experience
5+ years inside sales/customer service experience.
Leadership or supervisory experience.
Preferred Knowledge, Skills, and Abilities
Experience with Lean/CI tools and process improvement.
Experience with Salesforce or related CRM tools.
Experience with SAP or related ERP systems.
Education & Certifications
Onsite role.
What benefits do we offer?
Competitive and performance‑based compensation packages and bonus plans.
Educational assistance, leadership development programs, and recognition programs.
We are an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, genetic information, age, disability, veteran status or any other legally protected basis.
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Sprachkenntnisse
- English
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