Reyes Holdings Inside Sales Call Center Manager in Rosemont, Illinois

Description

Position Description:

Position Summary: The Inside Sales Call Center Manager leads the Inside Sales team to grow existing customers by meeting or exceeding monthly sales goals at the appropriate gross margin while increasing customer satisfaction. This position will be responsible for managing, communicating, and updating promotional activity in our CRM system through collaboration with Business Unit partners and Suppliers.

People or Process Management Responsibility:

  • Manage the Inside Sales team and call center projects, processes, and technology to help the call center achieve their targets and goals.

Position Responsibilities may include, but not limited to:

  • Manage the overall performance analysis of existing customers and programs including:

  • Standardization of Call Center sales processes

  • Management of Call Center direct reports

  • Supplier training and education

  • Direction to Business Unit Field Service Representatives (FSRs)

  • Providing FSR tracking tools

  • Effective Holiday routing and planning

  • Reroute assistance

  • Analysis and business measurement

  • Establish and maintain strong professional relationships with internal customers and suppliers.

  • Maintain business systems the department uses to operate.

  • Build strong working relationship with Reyes Holdings and Reyes Beverage Group’s IT departments to maximize and leverage all new and existing technology opportunities.

  • Conduct regularly scheduled meetings with Business Units to ensure that all projects and goals are achieved.

  • Identify and execute opportunities to create cost savings and increase profitability.

  • Identify, recommend, and support the implementation of various programs for the improvement of call center processes.

  • Work in and be supportive of a team environment while managing personal goals.

  • Remain current on consumer preferences and industry trends, changes in local codes and product developments by attending sales meetings, vendor training, and/or reading trade journals.

  • Identify trends in customer satisfaction or dissatisfaction and provide recommendations to Sales Leadership Team.

  • Present a professional image at all times to customers and vendors.

  • Other duties as assigned.

Preferred Skills and Experience:

  • Business Intelligence software experience is preferred, experience with Cognos is a plus.

RBG Sales Competencies

  • Attention to Detail, Committed to Quality Work

  • Willingness to Learn

  • Empathy

  • Sense of Urgency

  • Passion for Service

  • Takes Responsibility

RBG Leadership Competencies

  • Executes on plans to drive business outcomes

  • Seeks to understand the changing needs of the industry

  • Maintains a culture of inclusion so everyone can succeed

  • Provides clear, consistent, timely, respectful communications

  • Acts in accordance with the organization's mission, vision, and values

Position Requirements:

Required Skills and Experience:

  • Bachelor’s degree or equivalent experience.

  • 3+ years’ experience in managing call center operations and 3-5 years sales or business experience.

  • Ability to work efficiently in a high demand, team oriented, and fast-paced environment.

  • Proficient in Microsoft Office with ability to adapt to new systems quickly.

  • CRM and Telephony system experience.

  • Experience in establishing business goals and performance standards.

  • Proven experience in developing and implementing continuous improvement initiatives.

  • Proven ability to effectively analyze data to create standard work metrics and schedules, identify team incentives and opportunities, and present recommendations to Distribution Center Management and Company Senior Leadership Team.

  • Ability to express ideas in clear and concise manner effectively to all levels of the organization.

  • Strong decision-making skills and ability to resolve problems.

  • Excellent verbal and written communication skills required.

  • Available for occasional travel

  • This position must pass a post-offer background and drug test.

Physical Demands and Work Environment :

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service; overtime, attendance and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resource department to see what, if any, reasonable accommodation may be made.

AAP, EEO, M/F/H/V/D, Drug Free Workplace

As an Equal Opportunity Employer, Reyes Holdings companies will recruit and select applicants for employment solely on the basis of their qualifications. Our Practices and Procedures, including those relating to wages, benefits, transfers, promotions, terminations and self-development opportunities, will be administered without regard to race, color, religion, sex, sexual orientation and gender identity, age, national origin, disability, or protected veteran status and all other classes protected by the Federal and State Government. Drug Free Employer.