Supervisor Sales Administration
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The Supervisor of the Sales Administration provides direct leadership, guidance, and training for the Sales Coordinators. The purpose of this team is to support our customers and sales team members by taking on administrative tasks, allowing the sales team more time to sell and ensuring customer needs are met accurately and expediently.
The supervisor monitors coordinators’ activities to surface opportunities for coaching and development to drive continuous improvement in quality, customer experience, and overall departmental success. The supervisor maintains awareness of daily operational needs of the department through various reporting mechanisms and works with department leaders/key stakeholders to optimize efficiencies of processing administrative duties not tied to revenue generated tasks.
Major Responsibilities
- Selects, coaches, and develops staff. Sets clear expectations to inspire and motivate the team. Manages performance-- recognizing achievement, providing feedback, and administering progressive discipline when necessary.
- Provides day-to-day oversight to the Sales Coordinators, by assisting with troubleshooting situations. Provides coaching, feedback and mentoring as necessary to ensure sales objectives and exceed customer expectations.
- Sets team metrics, monitors team performance, and sets clear expectations for team leads in team member coaching.
- Assists with new hire interview process and provides on-the-job orientation to new Sales Coordinators.
- Acts as a process ownership, partnering with Sales Operations to identify needs and requests for Salesforce improvement
- Identifies opportunities for continuous improvement
- Escalates concerns to senior leaders
- Assists representatives with their development plans and develop their customer service skills and product knowledge
- Develops process documents/procedures for topics that are unclear or have changed.
- Act as a liaison between partner teams and departments
- Meets with partner teams to discuss and align on best practices for Salesforce case management, quality assurance expectations, SLAs, and other like processes
- Handles escalated calls or issues and work with appropriate teams as a liaison when necessary
- Develops and grows relationships with key customers/ stakeholders, acting on new information and monitoring customer satisfaction.
Minimum Job Requirements
Education
Associate's degree or equivalent work experience
Work Experience
3 years progressive work experience in an Inside Sales and/or Customer Service environment
2 years’ experience leading or mentoring teams, developing people, or organizing tasks
Knowledge / Skills / Abilities
Excellent verbal and written communication skills
Excellent presentation and customer service skills
Excellent problem-solving skills
Continuous improvement mindset
Ability to evaluate a situation objectively and review situations in a supportive and empathetic manner
Ability to work independently with a high attention to detail
Knowledge of SAP or equivalent ERP system
Knowledge of Salesforce or equivalent CRM system
Ability to build relationships and earn trust
Ability to influence employees to collaborate and achieve goals as a group
Strong conflict management and resolution skills
Knowledge of how to manage process and strategic plans
Knowledge of Microsoft Office products with an emphasis in using excel spreadsheets
Preferred Job Requirements
Education
Bachelor’s Degree
Work Experience
Previous experience managing process and strategic planning
Previous experience using SAP or equivalent ERP
Previous experience using Salesforce or CRM systems
Previous process improvement experience.
Office Environment (Includes field sales):
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”