Inside Sales Manager
Reporting to the Director, Sales this position is responsible for ensuring superior customer service. You will manage the customer service department, including compliance with established sales policies; develop, maintain and manage department and individual performance metrics; and conduct analysis on order patterns, staffing hours and shipment information to meet organizational and operational objectives. You will also improve and/or enhance customer service quality by developing and/or enhancing processes to meet the ever changing needs of our customer while implementing strategies and process improvements to achieve expected performance levels.
Duties of this position include, but are not limited to:
Continuously review department staffing within established budgets to ensure service levels are maintained;
Provide training and development for employees while encouraging and promoting good work practices;
Provide effective leadership and guidance to ensure customer orders are taken promptly, accurately, courteously and within established policies;
Manage customer contract pricing and daily invoicing;
DRIVE INNOVATION: generate new or unique solutions and embrace new ideas that help sustain/grow our business; COLLABORATE WITH CUSTOMERS AND OTHER STAKEHOLDERS: develop and leverage relationships with customers and stakeholders to achieve strategic objectives; INSPIRE OTHERS: inspire people ~ demonstrate passion for the business and give people a reason to believe anything is possible; DEVELOP SELF AND OTHERS: develop self and support others’ development to achieve full potential.
Utilize strategic thinking and business knowledge to analyze budget variances, initiate corrective action, prioritize work and ensure the achievement of a high level of customer satisfaction. Reviews, questions and authorizes sales policy deviations;
Implement process improvements with a customer focus to improve efficiencies and cost effectiveness. Benchmark best practices, analyze industry information and applications;
Provide guidance, training and support to enable the proactive selling, promotion and cross selling of our products across all segments of our business;
Act as second level of escalation for customer service issues and determine best possible solution for the customer while protecting the financial interests of the Company;
Ability to develop and build collaborative relationships with Customers, Delivery, Warehouse, Procurement and the Sales team and create a cohesive partnership;
Sales and Distribution liaison. Ensure efficient utilization, trouble shooting and control process management within the SD module; team and create a cohesive partnership;
Oversee department’s adherence to Domtar training and HR policies.
The Successful Incumbent will have:
Post-secondary education required ~ bachelor’s degree;
SAP (SD) expertise;
5-7 years’ experience in customer care with 2-3 customer care management experience is required, an overall drive for success is essential;
Competencies/skills - coaching/development, a natural leader/team builder, change management, problem solving, communication, analytical, strategic planning, inter-personal and organizational skills. The ability to take the initiative and have strong decision making skills ~ be an active participant in a “hands-on” work environment;
Industry business experience and product knowledge is preferred;
Respect for company values: agile, caring, innovative;
An intense desire to help both customers and colleagues alike.
Intermediate Microsoft Office skills.
While we appreciate all the responses we receive, only those candidates selected for an interview will be contacted. Domtar Inc. subscribes to an equal employment opportunity program and invites women, visible minorities, aboriginals and disabled persons to submit an application.