Customer Service & Inside Sales Manager

What we need:

We are seeking a strategic and dynamic leader to serve as our Inside Sales & Customer Service Manager. This role is responsible for directing and enabling a team of Inside Sales Specialists and Customer Service Representatives to provide consistent, high-quality support that meets customer needs, drives revenue growth, and achieves business objectives. You will lead 20-25 direct reports, ensuring performance excellence, professional development, and a best-in-class customer experience.

As a key leader, you will be responsible for coaching, process improvement, operational oversight, and cross-functional collaboration to optimize efficiency and effectiveness across Inside Sales and Customer Service. Your ability to drive results, manage KPIs, and cultivate a motivated, high-performing team will be essential to success.

What you will be doing:

1. Conduct coaching, performance reviews, and progressive disciplinary actions as needed.
2. Lead hiring, onboarding, and training initiatives for new team members.
3. Own phone and software setup for new hires, ensuring seamless onboarding.
4. Write and maintain email templates and prospecting cadences, ensuring consistent usage.
5. Develop and execute outbound call campaigns that support geographically aligned Field Sales teams.
6. Ensure customer inquiries and challenges are resolved effectively and efficiently.
7. Monitor pipelines, sales activities, and customer interactions, ensuring follow-up and conversion.
8. Identify and implement process improvements in Salesforce, Nice, SAP, and other systems.
9. Manage all call, email, and quality monitoring systems to ensure high service standards.
10. Utilize quantitative data and reporting tools to track performance, run audits, and drive improvements.
11. Ensure timely and accurate SAP transactions and system updates, maintaining data integrity.
12. Uphold compliance standards for SOX, ISO, PCI, and AS9100 and participate in audits.
13. Define and oversee Inside Sales SMART goals and incentive plans (spiffs) to drive motivation and performance.
14. Track and analyze KPIs, customer service metrics, and sales results, implementing corrective actions when needed.
15. Proactively prevent issues by anticipating concerns and identifying broader implications.
16. Conduct monthly live call audits and provide documented coaching to enhance team effectiveness.

What you need to be successful:

1. Bachelor’s Degree from a four-year college or university
2. Minimum of 5 years of leadership experience required (title of manager, supervisor or team lead)
3. Minimum of two years of Inside Sales & Customer Service experience
4. One year of experience using Nice, Mitel, or comparable call center software such as five9, or Salesloft Sales Dialer
5. Two years of Salesforce.com experience (or other relevant CRM)
6. Strong sense of urgency, highly decisive, with ability to delegate
7. Up to date passport with the ability to travel 5-10% of the year

Desired Knowledge, Skills & Abilities:

1. Fluency in French
2. Experience both cold calling/prospecting on net new accounts and experience managing inside or outside sales reps responsible for calling on new new accounts
3. One year of ERP experience
4. History of successfully partnering with outside sales/field sales
5. Experience selling both direct and via distribution