À propos
Key Objectives
Achieve the strategic vision of the Company by leading a team of customer service and sales professionals to deliver a specialized customer experience. Assist in exceeding revenue, profitability and customer satisfaction targets. Execute core performance competences including: demonstrating managerial leadership, delivering results through others, and driving business results.
Description of
Key Responsibilities
Deliver a Specialized Customer Experience
Demonstrate knowledge of the company's vision, focus and each brand's target market. Educate staff on how the brand contributes to the Company's strategy. Generate support and enthusiasm for the strategic vision to ensure all team members deliver a specialized customer experience through every interaction. Ensure appropriate resource staffing to meet customer needs through all channels of customer communication. Review resources required to meet stated objectives and recommend adjustments. Empower employees with decision making authority in line with their responsibilities. Follow through on all commitments and promises in a timely manner. Achieve Results through People
Demonstrate a working knowledge of each customer service and sales process for all relevant product lines. Lead and motivate team members to achieve performance goals aligned with the customer value proposition. Coach each team member on techniques for improved revenue retention, cross-selling and overcoming customer objections. Exhibit a passion for change and flexibility in order to develop a flexible sales team as business opportunities change. Be an agent in change management through early communication and feedback to your team. Meet at least monthly in individualized one-on-ones with each member of your sales staff to ensure they have been given the ability to meet their full potential. Drive Business Results
Contribute to the development of revenue budget and sales compensation goals. Provide business insights to appropriate departments to assist in overcoming obstacles, objections and rejection in the sales process. Exhibit passion about pursuing new business and achieving sales goals. Seek to maximize the value of each customer by focusing on customer satisfaction, revenue and profitability. Be driven by a sense of urgency and ambition to exceed sales goals. Qualifications & Experience
Bachelor's Degree or equivalent combination of experience preferably in Business Administration, Marketing or related field. At least five years' experience in customer service, sales and/or supervisory position with a proven record of delivering results and effective leadership. Proven ability to effectively communicate with all types and levels of staff and external contacts, both in writing and verbally, including effective presentation skills. Demonstrated ability to prioritize activities, effectively utilize time and schedule team resources to achieve customer satisfaction and sales goals. Intermediate to advanced experience in Microsoft Office suite of tools. Past experience with RingCentral, LiveEngage Chat, Salesforce.com, JD Edwards preferred. Intermediate experience and understanding of sales coaching techniques, sales compensation plan design, corporate financial statements and revenue budget processes
Position Travel Requirements
Up to 10% travel
Typical Work Schedule
Normal business hours Monday through Friday.
FLSA Status
Salary exempt position: not eligible for overtime pay.
Peak Work Time Requirements
Position typically requires 40-45 hours per week. Expanded phone hours for busy season (December & January) may require 45-55 hours per week.
Compétences linguistiques
- English
Avis aux utilisateurs
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