JOB FILLED - Customer Success and Sales Support Manager

Position Summary:
This position will be responsible for implementing customer service procedures, measuring customer success, managing, and developing customer service and in-house sales support staff, engaging with existing customers and prospects to develop new business opportunities, and handling customer inquiries.

Essential Functions and Basic Duties:

• Manage and develop a hybrid customer service and in-house sales team with the goals of providing best in class complaint resolution and customer satisfaction and creating sales opportunities through relationship building.
• Lead interactions with existing customers to discuss services, products, orders and respond to their inquiries.
• Develop new business opportunities with existing customers by leveraging relationships and networking.
• Maximizes revenue retention based upon relationships, experience, and knowledge of relevant key drivers for current customers.
• Acts as the subject matter expert on existing business, products, and customers.
• Supports Sales and Marketing with a variety of tasks related to contract reviews, targeted marketing (account-based marketing), and general sales activity.
• Identify opportunities to support sales activities and drive revenue growth.
• Completes daily CSR tasks; provides support to the department through additional tasks and relationships.
• Provide assistance and guidance to customers on the purchasing of products.
• Create upselling and cross-selling opportunities.
• Analyze and report on the effectiveness and success of the customer service department.
• Implement and improve customer service procedures, polices and standards for the department.
• Liaising with internal stakeholders and following up with external customers on all account-related requests.
• Collaborating effectively with business development, quality, and production to ensure customer expectations are exceeded.
• Monitor service quality by a variety of methods including call, email, and ordering sampling.
• Provides review and approval for discounting, promotional entries, RMA’s, new customer set up, orders and other works as required.
• Partner with internal operational teams to communicate inventory status and special delivery needs and changes.
• Coordinate all administration and sales support for assigned areas including Anabolic Labs and the Contract Sales Team.
• Maintains a current and competent base of product knowledge and applies that knowledge when servicing customers.
• Review, maintain and update CRM platforms as needed.
• Ensure that price lists, contracts, billbacks, promotions, returns and general logs are accurately maintained in the ERP system.
• Recruit, coach, develop and manage performance of the customer service team.
• Other duties as assigned.

Performance Measurements:

• Accuracy of Work, Customer Service, Decision Quality, Initiative, Results Oriented, Safety and Teamwork

QUALIFICATIONS

Education / Certifications:

• Preferred bachelor’s degree in business, management, marketing, communications, or related field.
• 5 to 10+ years of related experience in customer service and managing support operations.

Experience Required:

• Excellent communication, interpersonal and customer service skills. Ability to successfully navigate a matrix environment and with a wide range of stakeholders.
• Ability to write reports, business correspondence, procedural documents, and training materials.
• Highly effective organization, attention to detail, administrative and problem-solving skills.
• Can successfully adapt and respond to changing priorities and direction.
• Ability to engage, motivate, coach, and develop the bench strength of the department.
• Initiative and ability to continually learn large amounts of product information.
• Strong desire for continuous improvement.
• Ability to diffuse conflicts and maintain a calm and professional demeanor in stressful situations.
• Intermediate skills with MS Office and Office 365 products.
• Excels at relationship building and has a strong customer focus.

Skills / Abilities:

• Excellent communication, interpersonal and customer service skills.
• Ability to successfully navigate a matrix environment and with a wide range of stakeholders.
• Ability to write reports, business correspondence and procedural documents.
• Highly effective organization, administrative and problem-solving skills.
• Can successfully adapt and respond to changing priorities and direction.
• Ability to engage, coach and develop the bench strength of the department.
• Intermediate skills with MS Office and Office 365 products.
• Excels at relationship building and has a strong customer focus.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Finger Dexterity:

• Requires the use of hands for simple grasping. 

Talking:

• Especially where one must frequently convey detailed or important instructions or ideas accurately, or quickly. 

Average Hearing:

• Able to hear average conversations and receive ordinary information. 

Repetitive Motions:

• Requires bending, squatting, and reaching. 

Average Visual Abilities:

• Able to read small print and visual activity necessary to inspect, prepare documents and products. 

Physical Strength:

• Sitting for prolonged periods of up to 7 hours a day. Ability to lift up to 25 pounds occasionally.

Working Conditions:

• Standard office environment.