Customer Service/Inside Sales Manager - Sales, North America (HI SHEAR)

• Sep 2021 - Present

The Customer Service Manager, North America is responsible for the overall direction, coordination, and evaluation of the Torrance (TOR) 8 CSRs + 2 Inters and Montreal (LAC) 3 CSRs Customer Service inside sales team (Total 13 direct report). They coordinate global sales projects with the European Quotes Manager, provide feedback and analysis on quotes issued from the Torrance and Montreal locations, and support management vision and initiatives through positive communication and support. RESPONSIBILITIES: Develop timely winning quotation strategies Determine RFQ priorities and policies Maintain an orderly workflow according to priorities. Develop strong relationships to increase communication and productivity Manage existing processes and compliance, follow company internal guidelines Ability to manage product line quotations and pricing structure quotes Review, amend, and approve quotations in accordance with company policy Increase conversion rates and sales while proactively streamlining procedures to meet or exceed customer demand. Oversee and lead day-to-day Customer Service department operations Support the customer service team with challenging customer interactions, positive communication, strong leadership and learning opportunities Engage Customer Service team to embrace Continuous Improvement and Self-Assessment. Establish account assignments for Customer Service Representatives Support and implement corporate processes, procedures and policies. Perform personnel functions including maintaining attendance records, advising employees on company policy, hiring, termination, and performance evaluation. Improve customer service experience, create engaged customers and facilitate organic growth. Provide factory activity updates to CSR team Adhere to and manage approved department budget. Set a clear mission and deploy strategies toward the mission. Show less