How You Will Contribute
The Director of Sales Support will direct and lead all aspects of the Sales Support Department. Will be responsible to develop the strategic leadership and vision of the Inside Sales, Contract Administration, and Municipal Project Specialist groups to ensure the quality, delivery, and cost objectives of the company are met or exceeded. Will lead, motivate, and mentor the team to a higher standard of excellence to consistently satisfy our internal and external customers. Support our customer relationships by ensuring their contact with our department is “easy and enjoyable”. Play a critical role in researching and developing innovative ideas and best practices utilizing a collaborative approach to help increase the team’s value and opportunity to better support our sales team and ultimately our customers.
Major Duties & Responsibilities
* Through the Inside Sales Team, develop “best-in-industry” account management practices and sales support platform for independent Henderson Dealers and direct end users. Further develop the quote-to-delivery customer experience procedures.
* Monitor programs and procedures to support exceptional on-time delivery and customer
satisfaction by utilizing a Customer Experience Survey. Monitor and maintain key business and process metrics to measure and manage customer service effectiveness.
* Ensure all customer inquiries are handled in a professional and timely fashion. Fairly and
equitably resolve departmental and customer issues by leveraging extensive process and product knowledge along with skills in negotiating and selling. Coach the Sales Support team when dealing with orders and situations that require special consideration.
* Successfully lead the Customer Support Team to provide World Class customer support through coaching, training, and continued support. Recruit, select, and train exceptional candidates. Ensure reviews are completed in a timely manner. Further support new hire success by providing continuous coaching and timely feedback. Champion a professional and respectful culture.
* Manage and lead an extensive Henderson training program for independent dealers, sales staff, and other customers, measure and report results.
* Ensure Standard Operating Procedures for the Quoting and Order Fulfillment processes are consistently reviewed and updated. Continuous pursuit of perfection by searching for new Standard of Work ideas and supporting a comprehensive Standard of Work management process to implement them.
* Establish yourself as a reliable and valued resource to lead or participate in various high-level teams and initiatives to assist Henderson in meeting its overall goals and objectives.
* Provide feedback to the various management teams to offer information and feedback for strategic plans and reviews. Provide alternative actions and plans to achieve goals. Identify and eliminate root cause barriers to accuracy, productivity, and quality.
* Effectively manage a departmental budget and demonstrate the ability and resourcefulness to maximize the resources provided.
* Ability to work effectively and closely across key departmental lines, especially IT, Product Management, Procurement and Scheduling Departments. Provide mentorship across departmental lines when needed.
* Participation in annual sales meetings, customer events and other Voice of the Customer activities.
* Implement and provide on-going support of company’s CRM tool (Salesforce,) including account maintenance, sales reporting, and order intake forecasting. Utilize as a resource for the Sales Team to drive business forward.
* Manage the Contract Administration Department to be an extension of the Sales function, including timely processing of Municipal Bids, Contract compliance, Order Placement, and Scheduling.
Qualifications
* The requirements listed below are representative of the knowledge, skill and/or ability required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
* Education & Experience: B.S. in Business, Customer Service / Sales Operations Management, or Marketing preferred. Minimum of five (5) years’ related experience in Customer Support, Sales, or training areas for durable goods products is desired.
* Communication Skills: A strong orientation demonstrated by a supportive attitude and collaborative approach and willingness to work with others as part of the larger sales team, with laser focus on the customer.
* Ability to express ideas and direction in a clear and concise manner.
* Ability to successfully establish and nurture relationships within the organization while possessing the ability to tactfully influence and lead individuals to obtain the desired results.
* Possess strong leadership and coaching desire and attributes.
* Exceptional interpersonal and communication skills.
* Computer Skills: Strong skills and experience in multiple computer software programs including Microsoft Excel, Microsoft Word, Microsoft Access, ERP, e-Commerce, and CRM / Salesforce.
* Mathematical Skills: Apply concepts of advanced math, trend, and advanced graphing and charting.
Excellent analytical abilities to gather key information from complex datasets. Proficient in utilizing various resources such as ERP system and off-line databases for analysis or ad hoc reporting.
* Reasoning Ability: Ability to deal with problems involving several variables in challenging situations.
* Ability to think tactically and globally to develop and implement innovation and best practices critical to the effective and efficient operation of the Sales Support Department and Henderson.
* Ability to think ahead strategically and “outside the box” as needed.
* Strong ability to organize and manage multiple projects and priorities.
* Ability to utilize effective problem-solving analysis and resolution.
As an Equal Opportunity Employer, Douglas Dynamics, LLC does not discriminate against qualified applicants in hiring based on race, color, sex, age, sexual orientation, gender identity, national origin, disability or any other characteristic protected by law.
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