Tyndale USA

  • Inside Sales Supervisor

    Job Locations US-PA-Pipersville
    Job ID
    2018-1308
    # of Openings
    2
    Posted Date
    6 months ago(5/4/2018 5:22 PM)
    Category
    Account Administration
  • Overview

    The primary focus on this position is to manage the workflow and daily activities of designated Account Specialist team members to ensure that we are providing excellent and timely service to our customers. This position is responsible for providing supervision, management support, and coaching to designated Account Specialist team members. The Account Specialist Supervisor will provide account coverage, as needed, for various sales teams.

    Responsibilities

    • Manage daily workflow of team, ensuring that we are providing excellent and timely service to customers; oversee utilization of flex support within teams; coordinate overtime needs of team members with Account Services Manager;
    • Establish metrics by which to track the day-to-day performance and progress of team members;
    • Provide as-needed training and coaching specific to the needs of team members, including: system or technical training, product knowledge, verbal and email communication, interdepartmental communication and conflict resolution, and soft-sell training techniques; utilize interactive training techniques with team members to ensure success;
    • Prepare and deliver performance evaluation to team members;
    • Responsible for hiring of staff and delivery of any disciplinary actions needed;
    • Develop training schedules for new hires; facilitate training to ensure successful onboarding for new and existing team members;
    • Responsible for resolving or helping to resolve complex issues that are escalated to direct reports, or from a customer directly, with the goal of resolving issues quickly. Coordinate with management and other departments as needed to help resolve open issues. Alert Account Services Manager, as needed, of any areas of concern;
    • Provide as-needed training and coaching specific to the needs of team members, including: system or technical training, product knowledge, verbal and email communication, interdepartmental communication and conflict resolution, and soft-sell training techniques; utilize interactive training techniques with team members to ensure success;
    • Provide ongoing quality assurance and ensure accuracy with account set ups in MAS500, customer catalogs, order forms and customer online ordering sites.
    • Provide account coverage, as needed, for various sales teams;
    • Analyze weekly/monthly reports for designated team members, ensuring any areas of concern are addressed in a timely manner;
    • Responsible for weekly oversight designated Account Specialist team member activities, including high priority customer requests, and analysis of account issues, and necessary resolutions;
    • Perform Employee and Allowance Imports into Production, as required, for team members;
    • Perform Allowance Updates, Allotment Builds, and Allotment Adjustments, as required, for team members;
    • Maintain team PTO schedule and ensure adequate coverage of all designated customer accounts;
    • Perform other tasks and projects as assigned.

    Qualifications

    • HS Diploma or equivalent required; Bachelor’s Degree preferred;
    • Minimum of 2 years’ experience supervising a customer support team in a medium to large business environment required or 3 years of relative Tyndale experience, with sustained “Exceeds” performance level.
    • Minimum of 2 years’ experience in a direct sales or customer service related environment required
    • Proven ability to build rapport with internal and external customers.
    • Strong leadership skills with the ability to provide effective guidance, training, coaching, and daily supervision to staff.
    • Effective organizational skills and the ability to establish priorities and to plan, coordinate and monitor own workload and that of staff.
    • Commitment to continuous learning and demonstrated ability and willingness to learn new skills, with initiative to self-teach.
    • Strong verbal and written communication skills; ability to write in a clear and concise manner and provide detailed explanations orally.
    • An individual that values collaboration with others in the organization.
    • Strong analytical and proactive problem solving skills.
    • Strong computer skills, including proficiency in MS Office applications. Adobe Acrobat and knowledge of MAS 500 is helpful.

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