MANAGER OF INSIDE SALES AND CUSTOMER SERVICE

Our client is a Houston based provider of medical services and products that offers cutting edge products for the healthcare, pharmaceutical, agricultural, hospitality, professional, industrial, government and retail markets.  The company also offers regulatory compliant waste tracking, incineration, and disposal verification services, as well as consulting services. 

 

They are seeking an Inside Sales and Customer Service Manager to manage a team of 6 that handles inbound calls from customers as well as outbound contacts to potential customers and clients, all with the aim of gathering information and selling services and products.  This individual will have the opportunity to launch a successful outbound sales call program utilizing existing and / or additional customer service personnel.  The Manager will also be responsible for running and managing the contact center and its resources, as well as meeting and exceeding customer service targets, outbound call objectives and planning areas of improvement and development. The Manager will ensure all calls are answered by staff within predetermined time scales, and will regularly communicate with the sales personnel for which the center provides services, as well as other departments within the company.

 

Responsibilities include: 

· Monitor and review iservice levels, average speed of answer, outbound calling efforts/results and call volumes.

· Produce monthly production reports including the status of work completed and to be completed.

· Assist with contract modification proposal preparation to ensure additional or changed work is bid profitably.

· Manage existing partner relationships and attend off-site visits/meetings as required.

· Motivate, lead and support team members to provide excellent customer service

· Provide team members with frequent and appropriate feedback on performance and areas of improvement.

· Lead project efforts to identify, analyze, and implement efficiencies that will contribute to increased productivity and margins.

· Consider systems impact and mid- to long-term effects of decisions/solutions.

 

Required Skills and Experience:

· Bachelor's degree or appropriate combination of education and experience. 

· Experience running a  call / contact center or managing an inside sales team. 

· Experience in outbound sales as well as inbound customer service. 

· Experience in healthcare or pharmaceutical industry a plus. 

· PC skills required, including MS products (Word, Excel, Project, PowerPoint, and Access). 

 

 NO RELOCATION