Inside Sales/Customer Service Supervisor

Job Type
Full-time
Location
Addison, TX

 

Come Join the Dean Technology Team!

DTI offers competitive salaries, excellent health, vision, dental, life insurance and work/life balance in a challenging and rewarding environment.  We are experiencing a period of significant growth and are looking for energetic Team members to grow with us. 


Inside Sales/Customer Service Supervisor:


DESCRIPTION:

To provide an exceptional level of service and support for every external and internal customer via the phone and e-mail, the IS/CS Supervisor is responsible for leading and managing a team of Customer Service Representatives. The IS/CS Supervisor is a critical role in overseeing the entire sales order process, from managing customers’ expectations, reviewing, and entering orders, and ensuring proper delivery. IS/CS Supervisor will work with other functional groups to ensure customer orders are entered accurately and shipped on time.


RESPONSIBILITIES:


  • Customer Service and Support – Ensure the CSR’s provide friendly service and enthusiastic guidance to the customer via phone and e-mail.

  • Creation, documentation and implementation of sales and customer service policies and procedures.

  • Staffing customer service and managing time and workload of all CSRs.

  • Sales Order Entry – Verify and monitor accurate and timely sales order entry. (Accuracy of 99.5%, and volumes of 400+ lines entered per month).

  • Return Materials Authorization – Work with the CS Team ensuring prompt entry and follow up on RMA’s issued to customers.

  • Occasional travel to customers as required to support sales activities.

  • Answer incoming phone calls and e-mails promptly.

  • Generate new and repeat business by providing product and technical information in a timely manner.

  • Determine customer requirements and expectations in order to recommend specific products or solutions.

  • Accurately process customer transactions such as orders, quotes, or returns.

  • Increase sales and average order size by means of cross-selling, up-selling, and add-on sales.

  • Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.

  • Provide tracking information on shipped orders to customers when requested.

  • Ensure that requests for catalogs and samples are provided on a timely basis.

  • Oversee the set up and maintenance of customer files.

  • Communicate to the purchasing/production departments unexpected increases or decreases in demand for product.

  • Oversee and manage the use of the Customer Relationship Management (CRM) system. Ensure the entries and information is correct.

  • Participate in weekly sales meetings, daily situational and any other meeting mandated by management.

  • Research orders and accurately updating information in ERP (computer) system.

  • Support customer in navigating web site.

  • Triaging time-sensitive customer requests efficiently and effectively.

  • Performing all required customer follow-up in a timely manner each day

  • Meeting or exceeding weekly/monthly/quarterly sales goals.

  • Entry of 400+ lines per month.

  • Follow-up on quotes, samples, etc.

  • Create and issue RMA’s to customers within 24 hours.

  • Quotes created and delivered to customers on a weekly basis.


QUALIFICATIONS:

Education and Experience:


  • Business or Communications Bachelor’s degree

  • 3-5 years’ experience in a Supervisory inside sales/customer service position, with a history of demonstrated success.

  • Experience working for a company selling standard and design-to-order electrical products or components is preferred.

  • Relevant inside sales training and knowledge.

  • Experience with Enterprise Resource Planning systems mandatory.



PREFERABLE SKILLS AND EXPERIENCE:


  • Able to work in a fast paced, self-directed environment.

  • Exceptional verbal and written communication skills; good spelling and grammar.

  • Excellent telephone presence and etiquette; clear speaking voice a must.

  • Highly proficient level of computer skills including MS Word, Excel, Outlook and ERP systems (ex. Epicor, SAP, Oracle, etc.)

  • Strong organizational skills.

  • Able to multi-task the activities with shifting priorities.

  • Decision making, problem resolution and creative thinking skills.

  • Sense of urgency and ability to meet tight deadlines on a daily basis.

  • Commitment to accuracy and attention to detail.

  • Reliable attendance and punctuality.

  • High level of personal integrity.




About us:

We are a private firm that specialized in designing and manufacturing high voltage product solutions serving the industrial, medical, and commercial sectors. We are an established company with three locations in the USA, a presence in Europe, as well as a manufacturing operation in China.


This is a Full-Time position in Addison, TX with the offer of benefits, which include health insurance, vision, life, STD, LTD, dental and 401k to the right candidate.


There will be a 90-day evaluation period for this position as an Inside Sales/Customer Service Supervisor.