"Alerted.org

Position Description:

Infinite Electronics is a leading global supplier of electronic components, serving engineers’ urgent needs through a family of highly recognized and trusted brands. Our core mission is to support those requirements with an extensive offering of RF, industrial and connectivity solutions. Same-day shipping, broad inventory selection, 24/7 service—it’s all part of what makes Infinite Electronics go. This simple, essential belief in positive urgency is the DNA that drives our business.

The Sales and Service Manager is instrumental in ensuring peak customer satisfaction by leading and managing a team of sales and service representatives. This role involves overseeing daily operations, setting performance goals, and implementing strategies to elevate the overall customer experience. Responsibilities include call observation, coaching, and ensuring team adherence to service level agreements and key performance indicators. The Supervisor plays a key role in fostering a team culture centered on urgency, ownership, proactive problem-solving, and an unwavering commitment to exceeding customer expectations.

General Duties and Responsibilities:

+ Lead and mentor a high-performance team of sales and service Supervisors, setting clear goals and expectations.

+ Drive sales initiatives to achieve revenue targets and market share growth.

+ Provide direction and guidance to the sales team to ensure the successful execution of sales strategies.

+ Establish and monitor key performance indicators (KPIs) related to brand health and sales performance.

+ Provide regular coaching and feedback to enhance performance through use of call observations, case reviews and key performance indicators.

+ Foster a positive and collaborative team culture focused on exceeding customer expectations.

+ Review open orders, quotes, and cases to facilitate sales growth and ensure a positive customer experience.

+ Ensure compliance with company policies in all aspects of operations.

+ Monitor individual and team performance metrics to ensure targets are met or exceeded.

+ Implement data-driven strategies to enhance sales efficiency and effectiveness.

+ Run daily reports to optimize workflow efficiency from a workforce management perspective.

+ Ensure the team meets service level expectations for both internal and external customers.

+ Compile and analyze relevant data to assess the overall health and performance of the brand.

+ Identify areas for process improvement and work with sales operations to implement streamlined procedures to enhance efficiency in the Customer Success Center.

+ Collaborate with cross-functional teams to address customer concerns and improve overall service delivery

+ Act as an escalation point for complex customer issues, ensuring timely resolution and customer satisfaction

+ Responsible for hiring, development, and performance management of team members.

+ Prepare and deliver comprehensive monthly presentation to cross-functional leaders on the health of the brand.

+ Provide insights into key metrics, market trends, and competitive positioning.

+ Highlight achievements, challenges and recommended strategies for brand enhancement.

+ Proactively advocate for the needs of both internal and external customers, maintaining a balance with the business requirement.

+ Oversee department schedule requirements, including timekeeping and attendance.

+ Provide ongoing training and support to enhance the team's skills and capabilities.

+ High ethical standards and integrity in all business dealings.

+ Other duties as assigned.

Required Knowledge, Skills, Abilities and Personal Traits:

+ Must embody Infinite’s “Hedgehog behaviors” of Positive Urgency, Accountability, Ownership, Same-Day Responsiveness, Collaboration, and Solution Orientation.

+ Familiarity with performance metrics, key performance indicators (KPIs), and workforce management.

+ A commitment to achieving and exceeding sales targets, with a focus on delivering measurable results and contributing to the overall success of the sales organization.

+ Exceptional leadership and team management skills.

+ Strong communication and interpersonal skills.

+ Exceptional coaching and talent development skills.

+ Analytical mindset with the ability to interpret data and make informed decisions.

+ Strong background in customer service management, with a focus on enhancing customer satisfaction and loyalty.

+ Critical thinking skills to address complex customer issues and process improvements.

+ Can effectively convey information at the appropriate level for executives, cross-functional teams and customers.

+ Possess managerial courage and the ability to performance manage staff.

+ Empathy and patience in dealing with both customers and team members

+ Proficient in actively listening to customer needs and concerns, allowing for a deep understanding of client requirements and the ability to tailor sales pitches accordingly.

+ Strong critical thinking skills to address customer challenges and objections effectively, turning them into opportunities for a successful sale.

+ Ability to adapt to various customer personalities, industries, and changing market conditions to tailor sales strategies for maximum effectiveness.

+ Demonstrate computer proficiency in Microsoft Word, Excel, and Outlook with the ability to use multiple programs concurrently including CCaaS platform.

+ Motivation and ability to learn new concepts quickly and adapt to a changing and fast-paced environment.

+ Demonstrate strong work ethic through collaboration with peers fostering a strong culture of teamwork.

+ Curious mind with an aptitude for learning.

+ Reliable, dependable, and highly organized with strong time management skills.

+ Task oriented with an attention to detail.

Education and/or Experience:

+ College degree or equivalent experience

+ 5+ years in managerial roles, specifically in spearheading high-performing sales organizations.

Physical Job Requirements:

+ Repetitive motion and routine use of the standard office equipment such as computers, telephones, copiers, and scanners.

+ Sitting at a desk.

Environment: Work environment is typically an office environment located on-site during normal or extended business hours. You will work a minimum of two days a week in the office. Infinite continually reviews deployment including our work environment policy, which is subject to change at any time to serve the best interests of the business including the requirement to be on-site 5 days per week.