1+ months

Customer Support Representative (CSR) Manager

Macqueen Equipment Inc
St Paul, MN 55106
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  • Job Code
    108315663

Position Purpose


Reporting to the Director of Customer Support Division, the primary responsibility of the CSR Manager is lead is to establish sales strategies and procedures, goals and leadership to a team of remotely based CSRs. The CSR Manager will partner with Unit Sales Managers and Representatives to ensure strong communications of customer activity and to present a consistent and uniform message to the customer base. The CSR Manager is ultimately accountable for the development, retention and overall satisfaction for the customer base.


Duties and Responsibilities


Overall

  • Provide leadership, coaching and counseling to the CSR team
  • Create and implement sales strategies and procedures to meet and exceed company established goals
  • Lead and maintain positive relationships between sales managers and representatives and the CSR team
  • Build and promote strong, long-lasting customer relationships by partnering with key, target accounts and through the CSR team
  • Present sales and revenue reports and realistic forecasts to the management team
  • Identify emerging markets and market shifts while being fully aware of new products and competition status
  • Own recruiting, objectives setting, coaching and performance monitoring of CSRs
  • Follow all company safety policies and procedures, and immediately report all accidents to supervisor
  • Ensure customer and sales information is properly entered into CRM or any other tool as directed
  • Participate in marketing events such as seminars, trade shows and company sponsored training programs as directed
  • Maintain a professional personal appearance and convey a positive company image
  • Perform other duties as assigned

Customer Satisfaction

  • Continually monitors customer activities to achieve maximum customer satisfaction and loyalty
  • Identify and resolve customer issues and concerns rapidly
  • Provide support and clear communications to internal customers
  • Interact with factory representatives, support and sales personnel in a efficient and professional manner


<p><strong>Position Purpose</strong></p><p><br/></p><p>Reporting to the Director of Customer Support Division, the primary responsibility of the CSR Manager is lead is to establish sales strategies and procedures, goals and leadership to a team of remotely based CSRs. The CSR Manager will partner with Unit Sales Managers and Representatives to ensure strong communications of customer activity and to present a consistent and uniform message to the customer base. The CSR Manager is ultimately accountable for the development, retention and overall satisfaction for the customer base.</p><p><br/></p><p><strong>Duties and Responsibilities</strong></p><p><br/></p><p><em>Overall</em></p><ul><li>Provide leadership, coaching and counseling to the CSR team</li><li>Create and implement sales strategies and procedures to meet and exceed company established goals</li><li>Lead and maintain positive relationships between sales managers and representatives and the CSR team </li><li>Build and promote strong, long-lasting customer relationships by partnering with key, target accounts and through the CSR team</li><li>Present sales and revenue reports and realistic forecasts to the management team </li><li>Identify emerging markets and market shifts while being fully aware of new products and competition status</li><li>Own recruiting, objectives setting, coaching and performance monitoring of CSRs</li><li>Follow all company safety policies and procedures, and immediately report all accidents to supervisor</li><li>Ensure customer and sales information is properly entered into CRM or any other tool as directed </li><li>Participate in marketing events such as seminars, trade shows and company sponsored training programs as directed</li><li>Maintain a professional personal appearance and convey a positive company image</li><li>Perform other duties as assigned</li></ul><p><em>Customer Satisfaction</em></p><ul><li>Continually monitors customer activities to achieve maximum customer satisfaction and loyalty</li><li>Identify and resolve customer issues and concerns rapidly</li><li>Provide support and clear communications to internal customers</li><li>Interact with factory representatives, support and sales personnel in a efficient and professional manner</li></ul><p><br/></p> <img src="https://analytics.click2apply.net/v/j7ykgGtrBKXEFRZ6ulngb"> <br/><br/><p><strong>Skills and Experience</strong></p><p><br/></p><ul><li>Successful previous experience as a sales rep or sales manager, consistently meeting or exceeding targets</li><li>Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization</li><li>Excellent mentoring, coaching and people management skills</li><li>A solid understanding of pricing principles and discounting effects</li><li>Working knowledge of equipment operation and mechanical functions</li><li>Working knowledge of advertising and sales promotions techniques</li><li>Microsoft Office skills to include Excel and Word</li><li>Excellent, demonstrated people and customer relations and selling skills</li><li>BS/MS degree in business administration or a related field</li><li>Ability to read and comprehend written and verbal instructions</li><li>Valid drivers license with driving record acceptable to company insurance provider</li><li>Ability to sit, stand and drive for extended periods of time</li><li>Authorized to work in the USA</li></ul><p><br/></p>
Posted: 2019-03-07 Expires: 2019-06-04

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Customer Support Representative (CSR) Manager

Macqueen Equipment Inc
St Paul, MN 55106

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