Director, Sales Support in Manchester

The Director of Sales Support will direct and lead all aspects of the Sales Support Department. Responsibilities include developing the strategic leadership and vision of the Inside Sales, Contract Administration, and Municipal Project Specialist groups to ensure quality, delivery, and cost objectives are met or exceeded. The role involves leading, motivating, and mentoring the team to consistently satisfy internal and external customers.

Major Duties & Responsibilities:

• Develop “best-in-industry” account management practices and sales support platform for independent Henderson Dealers and direct end users through the Inside Sales Team.
• Further develop the quote-to-delivery customer experience procedures.
• Monitor programs and procedures to support exceptional on-time delivery and customer satisfaction by utilizing a Customer Experience Survey.
• Monitor and maintain key business and process metrics to measure and manage customer service effectiveness.
• Ensure all customer inquiries are handled in a professional and timely fashion.
• Resolve departmental and customer issues fairly and equitably by leveraging extensive process and product knowledge along with skills in negotiating and selling.
• Coach the Sales Support team when dealing with orders and situations that require special consideration.
• Lead the Customer Support Team to provide World Class customer support through coaching, training, and continued support.
• Recruit, select, and train exceptional candidates, ensuring reviews are completed in a timely manner.
• Support new hire success by providing continuous coaching and timely feedback.
• Champion a professional and respectful culture.
• Manage and lead an extensive Henderson training program for independent dealers, sales staff, and other customers, measuring and reporting results.
• Ensure Standard Operating Procedures for the Quoting and Order Fulfillment processes are consistently reviewed and updated.
• Pursue perfection by searching for new Standard of Work ideas and supporting a comprehensive Standard of Work management process to implement them.
• Establish yourself as a reliable and valued resource to lead or participate in various high-level teams and initiatives to assist Henderson in meeting its overall goals and objectives.
• Provide feedback to management teams for strategic plans and reviews.
• Identify and eliminate root cause barriers to accuracy, productivity, and quality.
• Effectively manage a departmental budget and maximize resources.
• Work effectively across key departmental lines, especially IT, Product Management, Procurement, and Scheduling Departments.
• Provide mentorship across departmental lines when needed.
• Participate in annual sales meetings, customer events, and other Voice of the Customer activities.
• Implement and provide ongoing support of the company’s CRM tool (Salesforce), including account maintenance, sales reporting, and order intake forecasting.
• Manage the Contract Administration Department to be an extension of the Sales function, including timely processing of Municipal Bids, Contract compliance, Order Placement, and Scheduling.

Qualifications:

• B.S. in Business, Customer Service / Sales Operations Management, or Marketing preferred.
• Minimum of five (5) years’ related experience in Customer Support, Sales, or training areas for durable goods products is desired.
• Strong communication skills with a supportive attitude and collaborative approach.
• Ability to express ideas clearly and concisely.
• Exceptional interpersonal and communication skills.
• Strong skills in multiple computer software programs including Microsoft Excel, Word, Access, ERP, e-Commerce, and CRM / Salesforce.
• Excellent analytical abilities to gather key information from complex datasets.
• Ability to deal with problems involving several variables in challenging situations.
• Strong ability to organize and manage multiple projects and priorities.