Commercial Sales & Service Manager I in Clearwater, FL at PODS

Date Posted: 10/2/2019

Job Snapshot

Job Description

JOB SUMMARY

The Manager- Commercial Sales will be responsible for implementing and managing inbound and outbound Commercial Sales and Service Center sales strategies for moving and storage programs.  They will assist in defining work flows and processes that will drive conversion rates, increase sales, and reduce cancellations, while driving improvements in customer satisfaction, employee engagement and attrition.  The Manager will monitor market conditions, demographics and competitive landscape to develop recommendations that ensure a competitive edge in the long distance and local moving and storage industry, specific to the Commercial market.  They will work closely with all internal partners (ex: Marketing, Logistics, Revenue Management, etc.) to maximize sales results and customer satisfaction for Commercial customers.  

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives for Commercial Sales
  • Enhance lead development for the Commercial Sales Team
  • Participate in weekly staff calls; share results and vision for the team
  • Understand and manage standards, metrics, performance criteria, policies and procedures to continuously improve productivity
  • Work with management on forecasting activities and sets performance goals and objectives accordingly
  • Develop and maintain strategy on ensuring customer satisfaction on all transactions
  • Develop and enhance lead tracking processes for Commercial sales leads
  • Work closely with VP, Commercial Sales and on strategy and field direction; work with VP, Sales and Service Center on contact center operational processes (as appropriate)
  • Manage “human resource” elements for Commercial Account Coordinators (“CAC’s), with team taking strategic direction from the VP, Commercial Sales
  • Hold team accountable for development and enhancement of key account
  • Review and develop sales approaches and provide guidelines and best practices for maintaining competitive edge
  • Understand tools and technology used to manage KPIs and SLAs
  • Work with WFM to manage call routing, ensure schedule adherence, and monitor attendance/punctuality
  • Work with Finance on cost implications of staffing and/or strategy
  • Maintain staffing levels to support business needs
  • Support and deploy crisis management and disaster recovery strategy for Commercial business
  • Analyze trends which includes producing statistical reports on individual performance and sales trends
  • Champion customer service initiatives specifically focused on improving the service provided to Commercial customers
  • Monitor Commercial CSAT results and make adjustments to the business as necessary
  • Ensure work force is properly managed to increase conversions, sales, customer retention, CSAT and adherence to business objectives.
  • Provide team motivation and development to maximize sales opportunities
  • Responsible for the overall performance and productivity of the Commercial Supervisors and Sales and Service Representatives reporting to this position
  • Understand the QA process and the ability to manage to it effectively (outlier management)
  • Drive sales through the actions of others
  • Oversee results of third party outsource vendors
  • Understand and handle HR issues and policies that affect Supervisors and Representatives
  • Possess effective conflict resolution skills (both customer and agent conflict)
  • Possess time management, planning, organizational and multi-tasking skills
  • Responsible for weekly payroll review and submission to ensure correct entries
  • May perform other duties and responsibilities as assigned

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • 8-10 years of experience in sales/management (call center sales helpful but not required)
  • 5+ years of supervisory or managerial experience
  • Project management experience preferred
  • Ability to grasp and implement solutions based selling techniques
  • Bachelor’s Degree preferred, or an equivalent combination of education and experience may be considered
  • Possess math skills sufficient to perform required duties
  • Or an equivalent combination of education, training or experience

Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.

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