Spy Optic, Inc.,:
Sales Support Supervisor Job in Carlsbad, CA
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Carlsbad, CA
Full-time | Customer Service, Operations, Sales - Inside
About the job
Established in 1994, SPY is an independent Southern California-based eyewear company that delivers the best lens experience in styles that fit your life. We take a playful approach to everything we create, which means we’ve got frames to match every mood or moment, wherever your day takes you—from sunglasses and goggles to prescription styles. Our patented Happy Lens is the only color and contrast enhancing lens technology that preserves the natural therapeutic effects of sunlight in addition to providing visual performance enhancements, comfort, and protection. More information on SPY can be found online at spyoptic.com, instagram.com/spyoptic, twitter.com/spyoptic and facebook.com/spyoptic.
Position Summary:
SPY is searching for our next rock star Sales Support Supervisor. This role manages the Sales Support team and ensures that SPY delivers the highest level of service to consumers, authorized dealers, and reps. The Sales Support Supervisor trains, coaches, and mentors department employees as well as develops, upgrades, and implements ‘best practice’ procedures for the department. This position works in concert with operations and logistics to ensure SPY’s best interests are strictly upheld.
Job responsibilities (including, but not limited to the following):
• Consistently seek ways to improve the retail customer experience by designing and implementing efficiency improvement initiatives
• Empower employees to solve problems when they arise and create emotional connection with SPY’s customers. Prioritize the customer experience into decision making and inspire others to do the same
• Develop team members and future leaders through internal progression, coaching and continuous feedback. Manage department personnel including performance reviews, compensation, hiring and firing. Conduct in-person interviews for future candidates: dedicated to finding candidates that fit with the corporate culture and core values
• Interact daily with Territory Sales Manager, outside reps, and Executive team to obtain/relay pertinent information to department agents
• Direct Sales Support engagement with outside rep force across North America
• Work with the data, insights, & analytics teams to identify & track key performance metrics. - Holistic understanding of core contact center metrics and ability to translate into strategies and plans that drive target metric goals. Run/review Nextiva call center reports and use backend-portal to ensure proper/maximized agent phone engagement/availability
• Review, update, and implement ‘best practice’ standard operating procedures
• Oversee project implementations and train users. Provide departmental training on NETSUITE reports/usage and Pepperi B2B Portal
• Oversee overall product order entry & returns
• Manage outbound calling campaign and inside sales personnel. Work to identify and/or develop upsell opportunities.
• Keep Sales Support agents ‘on task’ with respect to proper/timely order file processing
• Work with Accounting department to ensure timely processing of Orders, Shipments and Manual Credit requests and to resolve any order hang ups
• Take and respond to ‘escalated’ consumer/account calls/emails
• Provide/assist in Sales Support backup as needed
• Work with outside rep force to resolve customer/account related issues and fulfill ‘special requests’ from the field
• Oversee SKU catalog maintenance on B2B
• Interact/engage Operations/Shipping departments to resolve shipment issues and ensure orders/products are shipped on time/in correct fashion/method
• Run ‘special request’ reports for sales team as needed
Education & Experience Requirements:
• 2-5 Years Sales Support/Customer Service Management Experience, or related experience
• Excellent Personal/Communication Skills
• Ability to lead, provide objective insight/training on department processes
• Ability to multi-task and work under pressure
• Capability to engage in constructive conflict resolution
• Proficient in Microsoft Office Suite Products
Position Summary:
SPY is searching for our next rock star Sales Support Supervisor. This role manages the Sales Support team and ensures that SPY delivers the highest level of service to consumers, authorized dealers, and reps. The Sales Support Supervisor trains, coaches, and mentors department employees as well as develops, upgrades, and implements ‘best practice’ procedures for the department. This position works in concert with operations and logistics to ensure SPY’s best interests are strictly upheld.
Job responsibilities (including, but not limited to the following):
• Consistently seek ways to improve the retail customer experience by designing and implementing efficiency improvement initiatives
• Empower employees to solve problems when they arise and create emotional connection with SPY’s customers. Prioritize the customer experience into decision making and inspire others to do the same
• Develop team members and future leaders through internal progression, coaching and continuous feedback. Manage department personnel including performance reviews, compensation, hiring and firing. Conduct in-person interviews for future candidates: dedicated to finding candidates that fit with the corporate culture and core values
• Interact daily with Territory Sales Manager, outside reps, and Executive team to obtain/relay pertinent information to department agents
• Direct Sales Support engagement with outside rep force across North America
• Work with the data, insights, & analytics teams to identify & track key performance metrics. - Holistic understanding of core contact center metrics and ability to translate into strategies and plans that drive target metric goals. Run/review Nextiva call center reports and use backend-portal to ensure proper/maximized agent phone engagement/availability
• Review, update, and implement ‘best practice’ standard operating procedures
• Oversee project implementations and train users. Provide departmental training on NETSUITE reports/usage and Pepperi B2B Portal
• Oversee overall product order entry & returns
• Manage outbound calling campaign and inside sales personnel. Work to identify and/or develop upsell opportunities.
• Keep Sales Support agents ‘on task’ with respect to proper/timely order file processing
• Work with Accounting department to ensure timely processing of Orders, Shipments and Manual Credit requests and to resolve any order hang ups
• Take and respond to ‘escalated’ consumer/account calls/emails
• Provide/assist in Sales Support backup as needed
• Work with outside rep force to resolve customer/account related issues and fulfill ‘special requests’ from the field
• Oversee SKU catalog maintenance on B2B
• Interact/engage Operations/Shipping departments to resolve shipment issues and ensure orders/products are shipped on time/in correct fashion/method
• Run ‘special request’ reports for sales team as needed
Education & Experience Requirements:
• 2-5 Years Sales Support/Customer Service Management Experience, or related experience
• Excellent Personal/Communication Skills
• Ability to lead, provide objective insight/training on department processes
• Ability to multi-task and work under pressure
• Capability to engage in constructive conflict resolution
• Proficient in Microsoft Office Suite Products