The Inside Sales Manager will be responsible for overseeing the customer service department ensuring the company delivers world class service to all our customers and employees of Wallis Companies. Supervises, trains, coaches and mentors and leads an inside sales team while also responsible for managing and growing a book of business. Their department is expected to service and grow business with their primary customers, proactively prospect for new business and opportunities with new and existing customers.

 

RESPONSIBILITIES BY COMPETENCY:

(bolded text denotes an essential function of the position)

 

Business Results Orientation

 

● Monitor accounts receivable aging schedule and ensure follow up on delinquent accounts

● Implement various programs and utilize marketing techniques to maximize brand recognition

● Identify and qualify new business leads

● Coordinate marketing initiatives from inception to completion with tracking of results

● Utilize various and multiple means to develop leads and account contacts, maintain customer and prospect information, and promote the Company’s products and services to bring in new accounts

● Work with our customers to increase sales, gain efficiencies in the order process resulting in an increase overall customer experience

● Maintain regular attendance and follow designated safety practices

● Develop robust processes and metrics while building a team to ensure we are capitalizing on all market opportunities within customer segment

● Ensure effective utilization of tracking system for prospective and existing customers as well as follow up calls including developing call success strategies

● Establish monthly, quarterly and annual revenue and sales goals for the customer service team and ensure execution

● Maintain personal productivity and quality standards that make possible attractive financial returns so that the company may continue to provide exceptional service to our customers and ensure job security and career growth to our staff

● Perform other duties not listed as required

 

Communication

 

● Present applicable information to customers as requested

● Provide timely reporting of results verses targets including call plan and appointments

● Communicate potential new customer information to outside sales

● Ensure professional image in all internal and external correspondence

● Ensure all communication with customer, suppliers, vendors, co-workers and direct reports is professional and appropriate

● Manage partnerships between the outside sales team and customer service team, to ensure teamwork and sales plans are implemented and followed

● Influence customers’ and prospective customers’ satisfaction and company prosperity with tact, sensitivity and professionalism

 

Customer Service Orientation

 

● Interact with customers on a regular and on-going basis per customer requirements

● Provide timely market information to customers as requested or as market volatility dictates to assist customer in decision process

● Provide information support to both internal and external customers

● Use Exxon Mobil’s Technical Support along with D-Net to provide superior customer service

● Complete site and/or customer visits as required

● Process orders, maintain customer service levels and credit standards, and coordinate activities with operations

● Respond promptly to all customer inquiries, customer proposals, and follows through to ensure satisfaction

● Handle customer contacts in a professional and efficient manner

● Process customer orders in a courteous, efficient and timely manner

● Respond promptly to all customer inquiries, complaints, and concerns and follow through to facilitate satisfactory resolution

● Retain, renew and develop major accounts and nurture individual customer relationships

● Guarantee satisfaction and value for our customers

● Acknowledge and appropriately greet and assist every customer in a timely manner

● Handle customer interactions with tact, sensitivity and professionalism

 

Developing Talent

 

● Identify potential training areas to support personal training and development and make recommendations to improve these areas

● Complete safety training as required

● Assist in developing product knowledge of employees’ and customers to achieve the company’s sales and gross profit objectives

● Mentor and guide the inside sales/customer service team in building strong relationships within our distribution

● Train and motivate the inside sales/customer service team to achieve their targets, giving them the tools needed to be successful

● Develop ongoing sales training for the inside sales team’s continued success

● Contribute to a work environment that fosters pride in being part of a winning team and promotes personal growth

● Attend training to further professional development and understanding of company goals and strategy

 

Technical Expertise

 

● Ensure understanding of purchasing, dispatching, and office administration procedures

● Act in interim capacity in any direct report position

● Adhere to all Wallis Companies safety policies and report all safety incidents to supervisor immediately

● Develop performance strategies for the customer service team and ensure call ratios are achieved

● Manage weekly and monthly reports on inside sales performance, overall sales activity and customer engagement

● Know and understand product specifications along with lubrication procedures

● Develop and manage lead generation tools

● Manage data integration from other systems within the organization

● Attend trade shows and outside recruiting and sales events as required

● Manage inside sales call tracking application and develop call success strategies

 

SUPERVISORY RESPONSIBILITIES

 

Direct: Customer Service Representative I, II & III (3-4)

This position is responsible for the overall direction, coordination and evaluation of each position. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include planning, assigning and directing work; managing training and certifications; appraising performance, rewarding and disciplining employees up to and including termination with supervisor’s approval; addressing complaints and resolving problems. Continually works toward developing direct reports for future positions and added responsibilities.

 

Indirect: None

 

QUALIFICATIONS

(bolded font denotes an essential qualification of the position)

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education: High school diploma or equivalent; Associate’s degree in related field

preferred

 

Experience: 5+ years of experience in general sales or customer service with 3+

years in a related industry

 

Language Skills: Ability to read, write, speak, and understand English in a manner

that is sufficient for effective communication with groups of managers, clients, customers and the general public

 

Skills and Abilities:

(May be representative but not all-inclusive of those commonly associated with the position)

 

● Ability to use considerable judgment to work independently toward general results, to devise new or modify and adapt existing methods, techniques and procedures to meet new or unusual requirements and to make related decisions controlled by precedent and within limits of established policies

● Excellent communication, customer service, and interpersonal skills

● Strong knowledge of CRM software

● General knowledge of related organization policies and procedures and their application to cases not previously covered

● Result-driven approach and ability to work autonomously

● Strong organizational skills with the ability to multitask and thrive in a fast-paced environment

 

 

Technology, Tools, and Equipment:

 

● Computer, Microsoft Office, Telephone

● Copy/Print/Fax Machine

● Customer Relations Management software

● MAS software

(Proficiency with preferred items is not required to meet minimum qualifications, but proficiency must be established to complete essential job functions)

 

Certifications, Licenses, and/or Registrations:

 

● Valid Driver’s License

● Mobil Serve Training and DELTA

● XOM specific certification

 

PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to

successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 

Amount of time None Under 1/3 1/3 to 2/3 Over 2/3

See:

Must be able to read computer screens, reports, etc. ☐ ☐ ☐ ☐

Stand/Walk:

Occasional visits to various sites ☐ ☐ ☐ ☐

Sit:

Must be able to perform work at a desk or computer ☐ ☐ ☐ ☐

Touch/Grasp/Feel

Must be able to input electronic data, manipulate paper, use

phone system ☐ ☐ ☐ ☐

Climb or Balance ☐ ☐ ☐ ☐

Stoop, Kneel, or Crawl ☐ ☐ ☐ ☐

Talk or Hear:

Must be able to communicate in person and on the telephone ☐ ☐ ☐ ☐

Lifting: Up to 10 pounds: ☐ ☐ ☐ ☐

Up to 25 pounds: ☐ ☐ ☐ ☐

Up to 50 pounds: ☐ ☐ ☐ ☐

Up to 100 pounds: ☐ ☐ ☐ ☐

Over 100 pounds: ☐ ☐ ☐ ☐

Working Conditions:

Office Environment ☐ ☐ ☐ ☐

 

 

DISCLAIMER

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Wallis Companies reserves the

right to make changes to job descriptions as needed with or without notice to affected employees. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws. This job description does not establish a contract for employment