Summary: The Assistant Inside Sales Manager is responsible for leading and developing the Inside Sales team while ensuring exceptional customer service, efficient order processing, and achievement of sales objectives. This position oversees daily inside sales operations, establishes departmental goals and performance standards, develops team members, and collaborates with cross-functional departments to support company growth and customer satisfaction. The Inside Sales Manager serves as a key liaison between customers, outside sales personnel, product management, production, and executive leadership.

Essential Duties and Responsibilities:

The essential duties and responsibilities include the following. Other duties may be assigned.

Leadership and Team Management:

• Lead, coach, mentor, and develop the Inside Sales team to achieve individual and departmental objectives.

• Recruit, hire, onboard, train, and evaluate Inside Sales personnel.

• Conduct regular performance reviews and provide ongoing coaching and professional development opportunities.

• Establish and monitor key performance indicators (KPIs) for customer responsiveness, quotation activity, order accuracy, and customer satisfaction.

• Foster a culture of accountability, teamwork, continuous improvement, and customer focus.

• Manage employee scheduling, workload distribution, and departmental resources to ensure optimal customer support coverage.

• Resolve escalated customer issues and provide guidance to team members on complex situations.

Sales and Customer Support Management:

• Oversee the preparation of customer quotations and ensure timely, accurate responses to customer inquiries.

• Monitor order entry activities to ensure customer orders are processed accurately and efficiently.

• Ensure Stellar® products and services meet customer specifications and requirements.

• Support the development and implementation of sales strategies to increase customer retention, market share, and revenue growth.

• Partner with Outside Sales, Product Management, Marketing, and Customer Service teams to identify and capitalize on business opportunities.

• Participate in customer visits, sales meetings, trade shows, and strategic account reviews as needed.

• Maintain strong relationships with key customers and distributors.

Operational Management:

• Monitor order status, inventory levels, and manufacturing schedules to proactively address customer needs and delivery expectations.

• Collaborate with Production Control, Shipping, Purchasing, and Product Management to resolve order fulfillment challenges.

• Ensure timely communication with customers regarding order status, product availability, pricing, and delivery schedules.

• Review and approve billing adjustments, credits, warranty claims, freight claims, and tax-related transactions as appropriate.

• Develop and maintain departmental procedures and best practices to improve efficiency and customer satisfaction.

Continuous Improvement:

• Identify opportunities to improve sales processes, customer experience, and internal workflows.

• Lead departmental initiatives related to process improvement, system enhancements, and customer satisfaction programs.

• Support implementation and utilization of CRM, ERP, and other sales-related technologies.

• Ensure compliance with company policies, procedures, and quality standards.

Supervisory Responsibilities:

• Directly supervises the Inside Sales team.

• Carries out supervisory responsibilities in accordance with company policies and applicable laws.

• Responsibilities include interviewing, hiring, training, planning, assigning work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems.

Qualifications:

The position of Assistant Inside Sales Manager requires strong leadership skills, exceptional communication abilities, and a commitment to providing superior customer service.

The successful candidate will demonstrate:

• Strong knowledge of Stellar® products and applications or the ability to quickly acquire product expertise.

• Proven leadership, coaching, and team development abilities.

• Excellent verbal and written communication skills.

• Strong organizational skills and attention to detail.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong customer relationship management skills.

• Ability to analyze data and make informed business decisions.

• Demonstrated problem-solving and conflict-resolution skills.

• Ability to collaborate effectively across all levels of the organization.

• Strong understanding of sales processes, customer service principles, and order management.

• Valid driver's license.

Education and/or Experience:

• Bachelor's degree in Business, Marketing, Sales, Management, or a related field preferred.

• Minimum of five years of inside sales, customer service, or sales support experience.

• Minimum of two years of leadership, supervisory, or team management experience preferred.

• Equivalent combinations of education and experience may be considered.

Travel:

• Some overnight travel by car or air is expected, including occasional weekends for customer visits, sales meetings, training programs, and trade shows.

• Must have and maintain a valid driver's license.

• CDL or ability to obtain a CDL is a plus.

Language Skills:

• Excellent interpersonal, presentation, and communication skills.

• Strong written communication and business correspondence skills.

• Ability to effectively communicate with customers, employees, and leadership.

Computer Skills:

• Proficient with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.

• Experience with CRM and ERP systems preferred.

• Ability to learn and effectively utilize company software applications.

Physical Requirements:

• Ability to sit for extended periods of time.

• Ability to occasionally lift up to 45 pounds.

• Ability to travel as required.

Sales & Customer Service, Sales