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District Customer Service Lead (Full Time)
Location: Cleveland, OH 44117 (HQ)
Department: Insides Sales/Customer Service
POSITION SUMMARY
The District Customer Service Lead serves as the customer service leader for associates servicing an assigned district, providing exceptional customer experience as well as leadership to their customer service team. This role will act as the central hub in the relationship with the district customers, coaching team members, orchestrating and guiding the efforts of the customer service team to ensure seamless execution and alignment with customer priorities and Hose Masters national sales strategy.
PRIMARY JOB RESPONSIBILITIES
· Leadership and Team Support:
o Lead, motivate, and direct the district customer service team to ensure a high level of service.
o Conduct regular meetings to align the team goals and objectives.
o Monitor and evaluate the performance of the team members, conducting performance reviews and setting clear expectations
· Strategic Planning and Execution:
o Execute the commercial sales strategy to support the achievement of sales targets and objectives, while identifying opportunities for growth and expansion within the assigned district.
o Collaborate with internal teams to develop tailored solutions and offerings that address the unique needs and challenges of assigned customers.
· Customer Advocacy:
o Serve as the voice of the customer within Hose Master, advocating for their needs and preferences to ensure they are met effectively.
o Support outside sales and facilitate communication to help resolve problems or issues with customer requirements.
· Territory Trends and Competitive assessment:
o Support the marketing department with input to understand the competitive landscape and identify potential areas for growth within the region
o Stay informed about industry trends, market developments, and competitors’ activities within the region.
· Collaboration and Coordination:
o Coordinate efforts with other District Sales Managers and outside team members to maximize efficiency and effectiveness within the region.
o Represent the company, internally and externally, as assigned.
o Identify and communicate opportunities for continuous improvement
· Monitor and drive improvement in key performance indicators; includes quote turn time, timely and accurate responses, issue resolution, quote and order accuracy, and others as required.
QUALIFICATIONS
Education: Bachelor's degree in Business Administration, Marketing, Engineering or equivalent demonstrated work experience and knowledge.
Experience: Preferred 5 years of experience in account management or sales, with a proven track record of success in providing concierge-level service to clients.
Skills: Strong communication and interpersonal skills, with the ability to build rapport and trust with clients at all levels. Excellent organizational and leadership abilities, with the capacity to direct and prioritize the work of a team effectively. Strategic thinker with the ability to develop and execute effective account plans and sales strategies. Proficiency in CRM software and Microsoft Office Suite (Word, Excel, PowerPoint).
COMPETENCIES
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