Inside Sales and Support Manager

FNA Group; Pleasant Prairie (WI); On-site; USD 70,000 - 110,000; Full time

Job summary

FNA Group is seeking an Inside Sales and Support Manager to lead the Inside Sales and Sales Support teams, driving customer service excellence and operational efficiency. You will develop the team, provide product training, analyze sales performance, and manage customer-facing support activities in alignment with sales objectives.

The role collaborates with sales leadership to drive account development and improve workflows, while maintaining strong customer relationships and a focus on

Qualifications

• Bachelor's degree preferred; equivalent experience considered.
• Minimum 5 years of progressive sales experience with at least 2 years in a supervisory role.
• Experience with planning, goal setting and performance management.
• Experience in tool, equipment, or industrial product categories preferred.

Responsibilities

• Recruit, motivate, mentor, train, and develop inside sales and support team members to drive high performance.
• Analyze sales performance, customer data, and market trends to identify growth opportunities.
• Develop and implement sales, prospecting, pipeline, territory, and account management strategies.
• Foster and maintain strong customer relationships and serve as escalation point for issues.
• Oversee all customer-facing activities including sales support, order entry, account resolution, and communications.
• Manage daily/weekly/monthly reporting metrics.
• Streamline workflows and improve processes to remove obstacles.
• Set team goals and development plans aligned with company objectives.
• Collaborate with sales, marketing, operations, and customer service teams.

Skills

Communication skills

Coaching & leadership

Analytical skills

Customer relationship management

Team leadership

Presentation skills

Interpersonal communication

Professional writing

Education

Bachelor's degree preferred

Equivalent experience considered

Tools

Microsoft Office Suite

CRM platforms

Job description

FNA Group is a world class and leading manufacturer of consumer and industrial pressure washers and other outdoor power equipment. FNA's highly acclaimed brands include Simpson, Delco and CRX. Exclusive licenses with recognizable brands such as DeWalt, Stanley Black & Decker and Craftsman further strengthens FNA's market presence and awareness. FNA is a dynamic organization with unprecedented growth due largely to its ability to attract and retain highly talented associates.

We have an excellent opportunity for an Inside Sales and Support Manager who can develop and grow our Inside Sales team and manage the resources that support all sales teams.

Summary:

The Inside Sales and Support Manager manages FNA's Inside Sales and Sales Support teams, ensuring exceptional customer service and operational efficiency. This role is responsible for team development, product training, sales performance analysis, customer relationship management, while providing oversight of all customer-facing support activities. The position collaborates closely with sales leadership to drive account development and improve workflows, in alignment with company sales objectives.

Duties / Responsibilities:

• Recruit, motivate, mentor, train, and develop inside sales and support team members to drive high performance and continuous improvement.
• Analyze sales performance, customer data, and market trends to identify opportunities for growth, market penetration, and account penetration.
• Develop and implement sales, prospecting, pipeline and territory and account management strategies.
• Foster and maintain strong customer relationships while serving as a key point of escalation for customer concerns and service issues.
• Manage and provide oversight of all customer-facing activities, including sales support, order entry, account resolution, order tracking, and customer communications.
• Manage Daily/Weekly/Monthly reporting metrics.
• Streamline workflows, improve processes, and remove administrative obstacles.
• Establish team goals, performance metrics, and development plans while ensuring alignment with organizational objectives.
• Collaborate with sales, marketing, operations, and customer service teams to ensure alignment on business priorities and customer expectations.

Required Skills / Abilities:

• Strong communication, coaching, organizational, and analytical skills.
• Strong customer relationship management and leadership skills.
• Demonstrated ability to analyze sales performance metrics, trends, and key business indicators.
• Proven ability to develop and execute account prospecting and penetration strategies.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Proficient in Microsoft Office Suite and CRM platforms.

Education and Experience:

• Bachelor's degree preferred; equivalent experience considered.
• Proven leadership and team development experience.
• Experience with planning, goal setting, and performance management.
• Minimum 5 years of progressive sales experience with at least 2 years in a supervisory role.
• Experience in tool, equipment, or industrial product categories preferred.

Supervisor / Manager Responsibilities:

Directly manages the Sales Support and Inside Sales Teams.