Inside Sales and Customer Fulfillment Manager

  • Reports to: VP, Sales & Marketing
  • Job Family: Sales
Job Description

As an Inside Sales and Customer Fulfillment Manager at Coast Spas Manufacturing, your role encompasses a range of key responsibilities and tasks:

  1. Sales Team Leadership:
    • You will be leading and managing the inside sales team, providing guidance, support, and training to ensure their success. You'll set daily, weekly, monthly, and yearly sales and new orders targets, monitor performance, and motivate the team to achieve individual and collective goals.
  2. Customer Inquiries:
    • Handling customer inquiries promptly and professionally is vital. You and your team will be the main point of contact for customers, addressing their questions, and concerns, and providing product information for spas, parts, and accessories including hot tub chemicals to help them make informed purchasing decisions.
  3. Order Management:
    • Managing the order process is a critical part of your role. You'll oversee the entire order cycle, from order placement to delivery, ensuring accuracy and timely fulfillment. This will involve coordinating with production, logistics, and warehouse teams.
  4. Sales Strategy Development:
    • You will be responsible for developing and implementing sales strategies to boost revenue and expand the customer base. This includes identifying new market opportunities, analyzing sales data, and suggesting improvements to the sales process.
  5. Customer Relationship Management:
    • Building and maintaining strong customer relationships is essential. You'll work closely with existing customers to understand their needs, address any issues, and ensure a high level of customer satisfaction.
  6. Sales Reporting and Analysis:
    • Regularly analyzing sales data and performance metrics will be part of your responsibilities. By identifying trends and insights, you can make informed decisions to optimize the sales process and increase efficiency.
  7. Inventory Management:
    • Collaborating with production and inventory management teams to ensure adequate stock levels are maintained to meet customer demands. You'll need to coordinate with these teams to prevent stockouts and excess inventory situations.
  8. Customer Feedback and Improvement:
    • Gathering customer feedback and using it to improve products and services is vital for continuous growth. You'll work closely with the product development and marketing teams to relay customer insights and suggest improvements.
  9. Sales Training and Development:
    • Continuous training and development of the sales team to enhance their skills, product knowledge, and customer service capabilities.
  10. Sales Forecasting:
    • Collaborating with other departments to provide weekly and monthly sales forecasts and order demand projections, aiding in production planning and resource allocation.
  11. Resolving Escalated Issues:
    • Handling escalated customer issues and resolving conflicts in a professional and satisfactory manner.
  12. Compliance:
    • Ensuring compliance with company policies, industry regulations, and ethical standards in all sales and customer fulfillment activities.

To excel in this role you will need the following:

  • Strong leadership and team management skills, with the ability to motivate and guide the inside sales team towards achieving sales targets.
  • Excellent communication and interpersonal skills to effectively interact with customers, understand their needs, and provide exceptional customer service.
  • Proficiency in sales strategies, including lead generation, sales pipeline management, and customer conversion techniques.
  • Solid problem-solving and decision-making abilities to address customer inquiries, resolve issues, and make data-driven business decisions.
  • Strong organizational skills to manage multiple tasks, prioritize responsibilities, and meet deadlines in a dynamic manufacturing environment.
  • Analytical mindset to interpret sales data, identify trends, and implement improvements to enhance sales performance and customer satisfaction.
  • Collaborative approach to work effectively with various departments, such as production, logistics, and marketing, to streamline order fulfillment and optimize customer experiences.
  • A bachelor's degree in business administration, marketing, or a related field is typically required for this role. Additional certifications or specialized training in sales management and customer service are advantageous.
  • Proven five years experience in inside sales, sales management, or customer fulfillment roles within the manufacturing industry is highly preferred.
  • Demonstrated success in leading sales teams, achieving sales targets, and driving revenue growth.
  • Experience in managing customer relationships and resolving customer issues effectively.
  • Familiarity with inventory management processes and order fulfillment strategies.
  • Knowledge of the spa and hot tub industry or related manufacturing products would be beneficial.

Overall, the ideal candidate should possess a combination of relevant education, hands-on experience in sales and customer fulfillment, and a passion for delivering excellent customer experiences. A track record of achieving sales goals, leadership skills, and the ability to adapt to a fast-paced manufacturing environment will be crucial to excel in this role at Coast Spas Manufacturing.

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