Inside Sales Manager

Motion; Tampa, Northern (FL, KY); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Healthcare coverage

401(k)

Tuition reimbursement

Vacation

Sick leave

Holiday pay

Job summary

GPC is seeking a Customer Service Manager in the United States (Tampa, FL) to lead a team delivering outstanding support via email, phone, and ecommerce. The role focuses on expanding existing customer relationships, handling inquiries, processing orders, and promoting additional products and services.

The ideal candidate will have a Bachelor's degree with 5+ years of management experience, strong leadership and analytical skills, and a proven track record in customer service excellence and

Qualifications

• Bachelor’s degree and 5+ years of related experience, or an equivalent combination.
• Experience leading, coaching and developing a team.
• Strong understanding of customer service operations and quality standards.

Responsibilities

• Hire, develop, and manage direct reports.
• Provide training and mentoring on procedures.
• Coach staff to improve quality and productivity.
• Standardize policies and performance metrics.
• Coordinate pricing approvals and RMA requests.
• Ensure ISO/quality guidelines compliance.
• Achieve sales goals.
• Guide others on the web portal.
• Expedite orders and update customers.

Skills

Microsoft Office

Leadership

Communication

People management

Interpersonal skills

Analytical skills

Organizational skills

Problem solving

Written communication

Mediation

Financial acumen

Education

Bachelor’s degree & 5+ yrs experience

Job description

SUMMARY: The Customer Service Manager ensures customers receive outstanding support and all customer needs are met through email, phone calls, and the ecommerce site. This role is focused on expanding relationships with existing customers by handling inbound and outbound inquiries, processing orders, and promoting additional products and services. The Customer Service Manager role creates customer support policies and procedures, hires, trains, and coaches direct reports.

JOB DUTIES

• Responsible for hiring, developing, and managing direct reports.
• Identifies training needs and provides on the job training or mentoring on operating procedures and other work guidelines.
• Observes, ask questions, and coaches employees to detect variations and improve quality and productivity measures.
• Puts corrective actions in place.
• Provides assistance and guidance to internal employees.
• Standardizes policies, procedures, and performance metrics to ensure all direct reports are judged by the same measurements and criteria.
• Facilitates communications on inquiries and orders, expedite orders, and update customers as needed.
• Defuses unhappy customer situations that haven't had their needs met by lower level employees.
• Coordinates approval on pricing levels that deviate from system pricing and RMA/CM requests.
• Ensures direct reports follow ISO/quality guidelines and manages daily reporting.
• Provides buy/sell guidance on non-stock inquiries.
• Responsible for achieving specific sales goals.
• Responsible for being the subject matter expert on the web portal and can adeptly guide others using any means of communication.
• Performs other duties as assigned.

EDUCATION & EXPERIENCE

Typically requires a bachelor’s degree and five (5) or more years of related experience or an equivalent combination.

KNOWLEDGE, SKILLS, ABILITIES

• Proficient with Microsoft Office.
• Leadership, communication, relationship and people management skills required.
• Excellent interpersonal and team management skills.
• Strong analytical and organizational skills.
• Numerical abilities and problem-solving attitude.
• Excellent written and verbal communication skills.
• Demonstrated ability to use mediation and conflict resolution techniques.
• Financial acumen required.
• Customer relations skills including but not limited to skillful listening, presentation, strong critical thinking and problem solving.

SUPERVISORY RESPONSIBILITY

More than 10 Direct Reports

COMPANY INFORMATION

• Options for healthcare coverage
• 401(k)
• tuition reimbursement
• vacation
• sick
• holiday pay

GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.

Since 1928, GPC has set the standards for performance and value for our customers and our stakeholders. Today, we’re proud to say we’re the largest global auto parts network and a leading industrial parts distributor, one that offers rewarding careers that combine small company feel with a global scale. Our strengths are in the relationships we build and the value we deliver by merging local expertise with a global force.