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Sales and Customer Service Manager
N. Hollywood, CA
Aftermarket Manufacturing
The Sales and Customer Service Manager will oversee daily operations of the contact center, ensuring efficiency, customer satisfaction, and sales growth. The role requires a leader who can transform a customer service team into a proactive, sales-oriented group while maintaining a focus on service excellence. This position involves managing performance metrics, team development, and collaboration across departments to drive company objectives.
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Duties and Responsibilities:
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Manage Daily Operations: Oversee the day-to-day activities of the customer service (CS) and sales team to ensure efficiency and high customer satisfaction.
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Team Leadership: Lead, motivate, and support the team in a time-sensitive, demanding environment.
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Performance Metrics: Set and track performance standards to meet company service and sales goals. Analyze key performance indicators (KPIs) to guide improvement efforts.
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Staffing and Scheduling: Manage staffing levels to maintain service excellence while optimizing budget efficiency.
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Training and Development: Design and implement training programs to equip staff with the skills and knowledge needed to excel in both customer service and sales.
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Quality Assurance: Monitor and evaluate team performance, providing feedback and coaching to enhance quality and efficiency.
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Customer Escalations: Address and resolve complex and escalated customer service issues.
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Reporting: Prepare reports on center performance and identify data-driven opportunities for improvement.
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Sales Capability Development: Transition the customer service team from an order-taking function to a proactive sales group. Implement sales training and integrate sales goals into daily activities.
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Sales Tools and Processes: Develop and implement sales tools and processes to increase the team's ability to upsell and cross-sell effectively.
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Sales Culture: Foster a sales-driven culture while maintaining high customer satisfaction levels.
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Cross-Functional Collaboration: Work closely with other departments to support company initiatives and projects.​
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Skills and Qualifications:
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Proven leadership and team management experience in a dynamic environment.
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Excellent verbal and written communication skills.
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Strong problem-solving and analytical skills.
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Minimum of 5 years of experience in a contact center leadership role.
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Deep understanding of customer service operations, including familiarity with customer service software and tools.
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Adaptability to shifting priorities in a fast-paced environment.
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Knowledge of the automotive aftermarket industry is a plus.