Contact Center Manager

W. W. Grainger; Green Bay (WI); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid Schedule

Benefits from Day One

PTO + Holidays

401K with immediate vesting

Growth opportunities

Job summary

Imperial Supplies, a Grainger Company, is seeking a Contact Center Manager to lead a sales division and drive customer experience excellence. You will supervise team members, set sales territories, oversee retention and growth, and partner with Marketing for promotions while preparing annual plans and budgets.

We offer a hybrid schedule, health/dental/vision from day one, 18 PTO days plus 6 holidays, a 6% 401K contribution with immediate vesting, and strong growth opportunities across the

Qualifications

• Minimum Education: Associate degree or equivalent experience.
• 3–5 years of sales and management experience in inside sales.
• Experience in B2B environments is valued.
• Bachelor’s degree and 5+ years in B2B sales put you ahead.

Responsibilities

• Manage and develop team members, including performance appraisals and promotions.
• Set up, analyze, and monitor sales territories to hit goals.
• Oversee customer retention and account growth.
• Assess training needs and collaborate with Training.
• Resolve complex customer issues through direct engagement.
• Coach advisors and coordinate with Inside and Outside Sales teams.
• Recommend marketing strategies for new products and promotions.
• Develop annual sales plans and budgets and report trends.

Skills

Leadership

Sales management

Coaching & development

Customer experience

Team collaboration

Problem solving

Education

Associate degree or equivalent experience

Bachelor's degree preferred

Job description

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Imperial Supplies, a Grainger Company, is a national distributor of quality maintenance products. Serving the fleet maintenance industry since 1958, Imperial has formed lasting relationships with customers by tailoring our services to meet their changing needs.

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry.

Contact Center Manager

Imperial Supplies!! A company with pride. We foster a welcoming workplace where you can build a career for yourself, while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Join our team as a Contact Center Manager delivering best in-class customer experience solutions.

Imperial offers:

• Hybrid Schedule
• Health, dental, and vision available to you on day one of employment
• Excellent work-life balance, 18 days paid time off plus 6 paid holidays
• 6% company contribution to 401K with immediate vesting
• Growth and development opportunities!

Position overview:

This position is responsible for supervising a sales division to meet or exceed sales and gross profit goals.

Specifically, you will:

• Manage and develop team members, including performance appraisals, promotions, salary recommendations, and discipline/terminations.
• Set up, analyze, and monitor sales territories to achieve sales goals, gross profit, and performance standards.
• Oversee customer retention and account growth, ensuring departmental objectives are met.
• Assess sales and product training needs, provide recommendations to the Training department, and assist in training efforts.
• Resolve complex customer issues and handle difficult situations through direct customer engagement.
• Provide coaching and counseling to advisors, monitoring and discussing monthly performance.
• Foster strong relationships with Outside and Inside Sales teams.
• Recommend strategies to Marketing for new products, promotions, pricing, and market opportunities.
• Develop annual sales plans and expense budgets, monitor variances, and report trends to upper management.

Minimum Education:

Associate degree or equivalent experience.

Minimum Experience

3 to 5 years previous successful sales and management experience in inside sales.

What will put you ahead?

Bachelor's degree and 5 or more years previous sales and management experience in a B2B sales environment.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.