Inside Sales Manager

Position Summary:

The Inside Sales Manager leads the team supporting the full Customer Service function for Encon Safety Products. This role is responsible for leading a responsive, accurate, and technically competent support across customer orders, quotations, order tracking, technical product inquiries, bid and project support, complaint resolution, and after-sales service. The manager coordinates with the General Manager when coaching and developing, the Customer Service, Solution Support, and Technical Customer Service teams while working closely with Sales, Production, Engineering, Product Management, Marketing, Purchasing, Accounting, and other business partners to ensure customer needs are met and company policies, pricing guidelines, service standards, and performance goals are achieved.

Essential Job Duties and Responsibilities:

• Lead team in accordance with company policies and applicable laws, including interviewing, onboarding, training, planning, assigning and directing work and coaching.
• Develop associate skills, product knowledge, technical competency, system capability, and customer service behaviors through training, coaching, feedback, and team performance expectations.
• Create a motivating, accountable, and customer-focused work environment that supports associate growth, engagement, cross-training, and succession planning.
• Manage the team in resolving customer complaints quickly and appropriately, including coordinating Customer Feedback Response processes for technical product or service concerns.
• Make sound decisions regarding customer issue handling within company policy, escalating complex pricing, contractual, technical, or service issues when appropriate.
• Promote strong customer relationships across multiple market segments by ensuring consistent service standards, proactive communication, and thorough follow-through.
• Provide leadership for customer requests requiring review of technical data, specifications, drawings, application requirements, and product options in order to develop accurate quotations and recommendations.
• Coordinate with Sales, Production, Engineering, Product Managers, Sales Managers, Marketing, and customers to provide technical product specification and pricing information.
• Guide the team in offering value-engineered Encon alternatives that meet application needs that are customer focused.
• Manage budgetary and formal bid request activity, including review of product specifications, bid parameters, qualifications, stipulations, due dates, and project requirements.
• Document customer service performance against service KPI goals, quote responsiveness, order accuracy, customer issue resolution, productivity expectations, and digital utilization goals.
• Identify process, system, communication, training, and workflow improvements that increase customer satisfaction, reduce errors, accelerate response times, and improve team productivity.
• Partner with Sales, Production, Engineering, Product Management, Marketing, Purchasing, Accounting, and other business partners to implement strategic initiatives and resolve cross-functional customer service issues.
• Keep the customer service team current on changes in pricing, products, program parameters, business processes, and customer requirements.
• Perform other duties as assigned.