Summary/Objective
This position has dual functions as both an active manager as well as player within a key sales support role for industrial flavors, ingredients, and seasonings. A qualified individual oversee the daily activities our sales support team, supporting and driving continuous improvement of the sales process. In the daily execution of this position, the individual will have the unique opportunity to work directly with Sales, Research and Development, Logistics, Accounting, and Operations. The ideal candidate must have the ability to manage personnel, be a self-driven, team player with initiative and strong writing and communication skills. The goal is to maximize the customer experience while maintaining and communicating the resources needed.
Essential Functions: The Sales Support Manager plays a pivotal role in ensuring exceptional customer service and operational efficiency within the sales department. This position oversees the sales fulfillment process, including providing training, guidance, and supervision. This includes the larger team preparation of sales reports, tracking order status communications, and monitoring overall customer satisfaction
Responsibilities/Skills/Abilities:
- Utilizes independent judgment to prepare sales reports, track order status, and monitor customer satisfaction, offering proactive solutions when issues arise.
- Has authority to make decisions on managing customer inquiries, provide product information, and address concerns, ensuring a high level of customer service.
- Take ownership of day to day customer issues or challenges
- Improve open existing SOP’s within the department
- Communicate areas of improvement needed within the department
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Maintain a positive work culture and environment for the TFS team members within the department
- Regular communication with prospective and existing clients
- Processing orders utilizing a combination of tools such as ERP
- Planning and communicating order fulfillment timelines
- Monitor fulfillment timelines
- Collaborate with the team on customer and order priorities
KPI’s:
- Maintenance, growth, and profitability of recurring business
- # of order lines managed, individual and overall within the team
- # of order types managed, individual and overall within the team
- Service Metrics
- Customer unique product avg
- Customer order pattern
- Order date to creation date, to shipment date
Work Experience Requirements:
- 7+ years working with customers in a service-focused role
- Ability to work in a fast-paced environment, manage multiple priorities, and support the sales team in achieving their goals.
- Experience with relevant B2B order fulfillment
Education/Knowledge Requirements:
- Bachelor’s degree in Business Administration, Marketing, Communications or a related field (preferred)
- Excellent communication skills; written and verbal
- Excellent time management skills
- Attention to detail and problem-solving
- Strong organizational skills and ability to multi-task
- Knowledge of customer relationship management principles and best practices to support client engagement and retention.
Reports To: VP of Business Development
Supervisory responsibilities: Direct reports include members of the sales support team.
Backup: VP of Business Development
Physical Requirements:
- Ability to sit or stand for extended periods while performing office-based tasks.
- Occasional lifting of office supplies, documents, or packages up to 25 pounds.
- Manual dexterity to operate office equipment, such as computers, printers, and phones.
- Ability to move between departments within the office and warehouse areas when necessary.
- Occasional travel may be required for meetings or site visits, depending on the role’s needs.
Work environment/Hours:
- Typically, office-based, with opportunities to collaborate with cross-functional teams in a fast-paced,dynamic setting. The office is equipped with modern office tools and technology, including computers,phones, and software systems used for data entry, communication, and report generation.
- Full-time Office hours are typically 8:30-5:00pm, Monday-Friday with occasional overtime.
EEO: We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by the law.
EMAIL: dawnah@foodsourceinc.com for questions. Or Check out Indeed to apply online.