TravisMathew is a premium apparel brand that exists because we seized an opportunity—and we're inviting you to take yours. Back in 2007, we saw there weren't many companies whose clothing bridged the gap between performance and lifestyle, so we created our own. Inspired by the sun, surf, and sand of Southern California, we became a leading innovator in lifestyle performance apparel by making clothes for real life—plus working with premium wholesalers, building a leading e-commerce business, and opening retail stores around the world. We invite you to join team TravisMathew.
JOB OVERVIEW
The Manager, Inside Sales is responsible for building and developing a team that provides exceptional customer service across multiple channels. This individual will manage a team of Inside Sales Professionals and oversee training, development, process improvement, and execution / maintenance of best-in-class customer experiences. Additionally, the Manager, Inside Sales is responsible for collaborating and executing various cross functional business initiatives. As a growing brand, the role requires someone who will be hands-on, supporting accounts directly and who has a positive approach, is resourceful and proactive.
ROLES AND RESPONSIBILITIES
- Oversee the daily activities of the Inside Sales Team
- Monitor workload relative to call / email volume and align priorities
- Maintain seasonal order books by proactively managing end to end order process - order entry, stock allocation, releasing and closing orders.
- Manage the flow of orders and requests within various environments (i.e., SAP, SharePoint, C4C, Elastic)
- Manage daily service-related communications (i.e., phone and electronically) and duties (i.e., order adjustments, cancellations, returns, and credits)
- Manage tracking of customer facing order book holds
- Manage return and cancellation thresholds according to pre-determined benchmarks
- Apply customer centric conflict resolution skills to diffuse escalated service requests, for both internal and external customers
- Create, implement, and track Key Performance Indicators to ensure service excellence
- Collaborate with sales management to implement and deliver customer centric programs and service levels
- Delegate responsibility through training and development to ensure Inside Sales Professionals are empowered to make business decisions with financial implications
- Develop and implement departmental training programs standard operating procedures (SOPs)
- Build, lead, coach and develop a best-in-class inside sales team by providing ongoing performance management and personnel development
- Identify opportunities to increase productivity and collaborate with cross-functional teams and stakeholders to design and implement.
TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)
- Proficient in Microsoft Applications
- Proficient in ERP systems, SAP & Hybris preferred
- Proficient in effective customer service techniques and skilled in managing difficult customers
- Strong written and verbal communication skills
- Strong organizational and time management abilities
- Ability to work effectively and collaboratively with cross-functional teams and stakeholders
- Ability to train, coach and develop staff
- Ability to analyse diverse information and make account decisions based on analysis
EDUCATION AND EXPERIENCE
- Bachelor's Degree or equivalent experience preferred but not essential.
- Minimum 3 years' industry experience in a retail customer service capacity
- Experience in a managerial or leadership capacity preferred.
PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable)
- Work is performed in a designated professional office workstation and environment.
- Hybrid working as agreed with your manager.
- Extensive use of office equipment to include computer, calculator, copier, fax, and other business-related machines and software.
- Occasional travel required.
DISCLAIMER
This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this position description changes the at-will employment relationship existing between the Company and its employees. Distribution of this item outside of the Company without an authorized release is a violation of Company policy.
If your experience is close to what we're looking for, please consider applying! Experience comes in many forms - skills are transferable, and passion goes a long way. We know that diversity makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.
TravisMathew is an Equal Employment Opportunity