Inside Sales Support Supervisor in Louisville, KY at Rev-A-Shelf

Date Posted: 7/29/2020

Job Snapshot

Job Description

Position Summary: Provide daily supervision and administrative oversight of customer/tech service including, coaching, counseling, leading employees toward self-direction and directing employee training to facilitate a Customer First culture.  Be the main inside point of contact for distribution sales in supporting our factory and independent representatives.               

Job Requirements

Position responsibilities:

•  Ensure department excellence in all inside sales support operational activities. These activities include and are not limited to order entry, inbound and outbound calls, technical product support, problem resolution, sales, complaint handling, coordination of order process flow, and customer file maintenance.

•  Evaluate the effectiveness of the customer/tech service department’s processes continually and identify areas for improvement.

•  Develop and maintain a functional knowledge of Company products.

•  Address distribution customer needs and issue RFQs promptly.

•  Direct interaction with outside sales team via telephone, email, mail, fax and occasionally in person trainings at HQ.

•  Keep sales support material up to date within Dropbox for reps to access

•  Monitor, coach and assist team members with customer service techniques and ensure team members demonstrate good customer service techniques.

•  Ensure department policies and procedures are followed.

•  Reviews customer complaint cases, diagnoses issues, and develops solutions from a systemic perspective in order to bring cases to a satisfactory conclusion.

•  Collect and evaluate Customer Operations data for tracking against performance metrics, reporting and compliance monitoring.

•  Assist in conducting performance reviews of customer service/tech service staff.

•  Use of Salesforce software for logging, capturing, and quoting orders.

•  Perform other duties as assigned

Essential skills and experience:

•  Exhibits and models effective leadership skills, integrity, and reliability.

•  Strong communication skills/etiquette.

•  Ability to work in a team environment a must.

•  Ability to manage multiple tasks, prioritize them and pay attention to detail

•  Basic business math (i.e. calculating gross margin)

•  Proficient in the use of Microsoft Office applications (excel, word, power point, outlook, Teams)

•  Inside Sales/Customer Service experience required

•  Four-year college degree preferred or equivalent years of experience

Preferred skills and experience:

•  Working knowledge of Salesforce software

•  Ability to read architectural drawings/sketches

•  Electrical background

Reporting to this position: Customer Service Rep

Physical Demands: Position requires working in an office atmosphere. 

Work Environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.


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