Advantage Sales and Marketing (ASM)

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Advantage Sales and Marketing (ASM)

Advantage Sales and Marketing, LLC (ASM) is a consumer packaged goods sales and marketing agency committed to building brand value for our clients and customers.

ASM's customized sales and marketing solutions include headquarter sales, retail merchandising and marketing services, specializing in client and customer events, publications and assisted-selling services for the grocery, drugstore, club, convenience, natural/specialty, sporting goods, consumer electronics and home center channels.



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Job Description

Delegate Support Supervisor
 
Position Summary
 
A Delegate Support Supervisor will be responsible for supporting Operation Managers, District Sales Managers and Sales Specialists in the execution of Field Level Demo Service program. This position will allow an individual to gain a clear understanding of the sales and marketing function within a field sales rep organization.
 
The Delegate Support Supervisor will work to assist with questions and issues regarding the Field and provide feedback to the Internal Operations Management. This individual will also work closely with the Call Center vendors to resolve issues, create efficiencies and process for the Support Center. Direct management of the Support Center team and provide the team with leadership, training and coaching on a regular basis
 
Essential Job Duties and Responsibilities
  • Assess issues from Field Reps, triage responsibilities, delegate tasks and provide operational support to Operations Manager
  • Provide timely feedback regarding the service provided to our Field Teams to Operations Management.
  • Serve as a direct point of contact for the Support Center team.
  • Ensure that our Field Specialists receive an exceptional level of service or help with their questions and concerns.
  • Interact with our Field Representatives to provide information in response to inquire about programs or services.
  • Handle general questions and escalate complaints according to guidelines established by the company. May be required to escalate a concern/issue to the
  • Internal Operations Management in order to get the complaint resolved.
  • Resolve Support Center issues with Field based associates.
  • May be required to conduct additional research to resolve questions or concerns.
  • You may be required to follow up with an individual associate until a question is answered or an issue is resolved.
  • Train and coach the Support Center team
  • Hold Call Center status meeting with project updates
  • Update Internal Operations Team on important and urgent program changes
  • Create Staffing analysis/ report to ensure Call Center is staffed correctly at all times
  • Pull and create special reports to ensure the Support Center is working efficiently
  • Act as the liaison between Support Center team and Internal Operations Team



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Job Requirements


Education Level: 
  • Required: Associate's Degree  or equivalent experience                                
  • Preferred: Bachelor's Degree  or equivalent experience             
Field of Study Area of Experience: 
  • 5+ years of experience in customer service; either for external customers or internal employees
  • 1-2 years directly managing a Call Center teaPrevious experience managing a team of 6-8 individuals
Skills, Knowledge and Abilities
  • Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers
  • Well-organized, detail-oriented, and able to handle a fast-paced work environment
  • Strong written communication and verbal communication skills
  • Team building Skills
  • Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines
  • Skill in supervising to include delegating responsibility, training and evaluating performance
Advantage Sales & Marketing, LLC is proud to be an Equal Opportunity Employer
ResponsibilitiesAdvantage Sales and Marketing, LLC (ASM) is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. ASM services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.
 
Position Summary
 
A Delegate Support Supervisor will be responsible for supporting Operation Managers, District Sales Managers and Sales Specialists in the execution of Field Level Demo Service program. This position will allow an individual to gain a clear understanding of the sales and marketing function within a field sales rep organization.
 
The Delegate Support Supervisor will work to assist with questions and issues regarding the Field and provide feedback to the Internal Operations Management. This individual will also work closely with the Call Center vendors to resolve issues, create efficiencies and process for the Support Center. Direct management of the Support Center team and provide the team with leadership, training and coaching on a regular basis
 
Essential Job Duties and Responsibilities
  • Assess issues from Field Reps, triage responsibilities, delegate tasks and provide operational support to Operations Manager
  • Provide timely feedback regarding the service provided to our Field Teams to Operations Management.
  • Serve as a direct point of contact for the Support Center team.
  • Ensure that our Field Specialists receive an exceptional level of service or help with their questions and concerns.
  • Interact with our Field Representatives to provide information in response to inquire about programs or services.
  • Handle general questions and escalate complaints according to guidelines established by the company. May be required to escalate a concern/issue to the
  • Internal Operations Management in order to get the complaint resolved.
  • Resolve Support Center issues with Field based associates.
  • May be required to conduct additional research to resolve questions or concerns.
  • You may be required to follow up with an individual associate until a question is answered or an issue is resolved.
  • Train and coach the Support Center team
  • Hold Call Center status meeting with project updates
  • Update Internal Operations Team on important and urgent program changes
  • Create Staffing analysis/ report to ensure Call Center is staffed correctly at all times
  • Pull and create special reports to ensure the Support Center is working efficiently
  • Act as the liaison between Support Center team and Internal Operations Team
Supervisory Responsibilities
 
Direct Reports
Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources
 
Indirect Reports
May delegate work of others and provide guidance, direction and mentoring to indirect reports
 
Travel and/or Driving Requirements
 
- Travel and Driving are not essential duties or functions of this job 
 
Minimum QualificationsThe following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job
Education Level: (Required)    Associate's Degree         or equivalent experience
                                   
      (Preferred)                        Bachelor's Degree  or equivalent experience             
 
Field of Study/Area of Experience: 
  • 5+ years of experience in customer service; either for external customers or internal employees
  • 1-2 years directly managing a Call Center teaPrevious experience managing a team of 6-8 individuals
Skills, Knowledge and Abilities
  • Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers
  • Well-organized, detail-oriented, and able to handle a fast-paced work environment
  • Strong written communication and verbal communication skills
  • Team building Skills
  • Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines
  • Skill in supervising to include delegating responsibility, training and evaluating performance
 
Environmental & Physical Requirements
 
Office / Sedentary Requirements
Incumbent must be able to perform the essential functions of the job.  Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.  A detailed Environmental and Physical Requirements document is available in the Total Rewards department. 
 
Additional Information Regarding ASM Job Duties and Job Descriptions
 
Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. ASM reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law.  ASM shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.
DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.
 
Are you passionate about Service Excellence, Results, Integrity, Entrepreneurial Focus and Leadership: These are our values at Advantage Sales & Marketing LLC. Come learn why “Winning Together” is more than just words on a piece of paper. It is the vision by which we live our mission as an organization: 'To create outstanding value for clients and customers through superior sales execution, operational excellence and innovative marketing services.'
 
Advantage Sales & Marketing LLC is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, ASM shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.


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