Manager of Customer Service / Inside Sales
MyChelle Dermaceuticals - Louisville, CO

Job Description: Manager of Customer Service / Inside Sales The Customer Service / Inside Sales Manager is accountable for the operational excellence and efficiency of the company sales support and inbound / outbound call center including: achieving KPI (Key Performance Indicators) standards provided, ensuring that best in class quality of customer service is achieved and maintained, and supporting the attainment of overall financial objectives. These objectives are driven by the direction and guidance of the customer service team activities. This role also serves as a day to day support for the Business Analyst and Ecommerce Manager. Key Responsibilities:  Customer Service / Inside Sales Hiring, developing, and coaching of Customer Service and Inside Sales representatives (includes developing training programs and training incoming staff members) Support the development of compensation, reward, and motivational incentive programs to support maximized team performance Anticipate staffing gaps and create contingency support plans where needed. Budgeting and forecasting: support the development of KPIs to measure improvements in service levels, as well as provide revenue projections for call center to input into forecasting process Monitor and track team KPIs and performance to goals Work with management team to ensure the highest on-going level of support for the Outside Sales team including mapping of CS coverage, order entry support, car stock and support materials ordering, etc. Work as liaison with operations to support the communication of out of stocks, inventory availability, and customer backorders, credit holds and other account statuses to the sales team Manage and work with Product Development/ QA to set direction and guidance for consumer inquiry responses (via calls, Live Chat) while maintaining / updating central and information repositories for FAQs Handle all managerial needs for escalated customer service calls and escalated sales calls Make key decisions in handling customers who have experienced problems with service Support the development of team CS / Inside Sales programs to leverage improved account relationships, including upselling and cross-selling opportunities Stay abreast of our markets and competition as well as the latest advances and market insight as it pertains to consumer feedback. Report on important developments with potential value for the company with evaluations and recommendations. Trouble shoot / identify opportunities for improvement Sales Support Tracking / monitoring / allocation of all Sales Support materials and samples Develop all CS team roles to integrate sales support for assigned geographies / accounts / functions Facilitate and manage car stock mailouts from planning to fulfillment, coordinating budget requirements, staff demands, deliverables, and timelines Facilitate and manage Brand Ambassador Event Kit mailouts from planning to fulfillment, coordinating budget requirements, staff demands, deliverables, and timelines Facilitate and manage Account Level and New Product launch mailouts from planning to fulfillment, coordinating budget requirements, staff demands, deliverables, and timelines Trouble shoot / identify opportunities for improvement Job Type: Full-time Required experience: Customer Service: 5 years Management: 2 years Required license or certification: Esthetician preferred 4 hours ago - save job » Apply Now Please review all application instructions before applying to MyChelle Dermaceuticals. Apply Now