Director of Inside Sales and Customer Service

Director of Inside Sales & Customer Service

Our Director of Inside Sales and Customer Service guides a team committed to growing our business, delivering exceptional service, and providing innovative solutions for our Autocar Parts customers. Working as part of an integrated team of inside and outside sales representatives as well as internal customer care and operations professionals, you will help support the sales team in generating, managing, and closing sales, proactively generating new leads, and retaining current customers with ongoing contact and assistance. In addition, you will oversee our Customer Relationship Management program, our customer lifecycle management program, and our key account management efforts. At Autocar Parts we service commercial and vocational truck parts for distribution and fleets of all sizes and our Inside Sale Representatives are critical to helping our customers and our business grow and be successful.

You Will:

Lead, develop, and mentor a team that generates sales through:

• Collaboration with outside sale team members to address customer needs, tackle order escalations, or resolve post sales issues
• Understanding client needs and offering solutions, support and closing sales
• Cold sales calling; making outbound sales calls to potential clients/customers
• Qualifying leads from digital campaigns, conferences, references, tradeshows, etc.
• Creating and maintaining a list/database of prospect clients
• Answering potential client questions and follow-up call questions
• Tracking weekly, monthly, and quarterly performance and sales metrics
• Building pipelines with channel partners and team members to close sales
• Maintaining database (CRM, Excel, etc.) of prospective client information

• Answers customer inquiries expeditiously (e.g. quote lead times, process order changes, etc.)
• Provides day-to-day problem resolution; this will require effective communication via phone and email
• Manages incoming emails and provide timely responses (resolution on first call/less than 2 hours)
• Provides a world-class customer service experience with all customers by going the extra mile
• Empathizes with customers, prioritize their needs, and work with internal management & personnel to escalate orders (when requested by customers)
• Contributes to team effort by serving as the point-of-contact to oversee the information between customers and internal departments (Purchasing, Logistics, and E-Commerce & Pricing) to meet customer expectations
• Provides accurate, valid, and complete information regarding product or order status by using the right methods/tools
• Assists with placement of orders via inbound calls and ticketing management system (CRM) through multi – tasking and prioritizing
• Builds sustainable relationships of trust through open and interactive communication with external and internal customers

• Developing and implementing a Customer Relationship Management program and building the team, processes, and systems to support it
• Partnering with senior sales leadership to design a methodology, process, and system to drive customer retention and growth
• Managing customer development through their lifecycle, from first reach, to acquisition, to conversion, to retention, and ultimately loyalty

• Have earned a Bachelor’s Degree and at least 10 to 15 years of professional experience in Sales, Customer Service, Sales Support in a leadership role
• Have an intimate familiarity with CRM systems and Processes
• Demonstrate excellent communication skills (written & verbal)

• Experience working for a product manufacturer while providing customer support; experience working with clients in OEM, Commercial, Waste/Refuse Industry and/or distribution centers
• Above-average proficiency in relevant software programs, especially MS Office Suite (Word, Excel, PowerPoint, Outlook, etc.); experience working with ERP systems (e.g. SAP, QAD) is a plus
• Understanding of mechanical technology, especially heavy duty truck or fleet parts.
• Demonstrated ability to prioritize duties and multi-task / handle multiple tasks simultaneously
• A proven track record displaying excellent organizational and time management skills
• Proven experience working in an energetic team environment while acting in a personable and professional manner
• Proven problem-solving ability, especially with a track record of finding creative solutions
• Previous experience with adapting in a growing and changing environment

• Strong understanding of Emotional Intelligence, especially with its application in real-world situations.
• Exposure to Lean Manufacturing and/or Kaizen is a plus.