Inside Sales and Service Manager in Huntersville, NC at American Tire Distributors

Date Posted: 10/9/2019

Job Snapshot

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Job Description

We look forward to your application! When applying, please be sure to put your Full Legal First Name and Last Name for legal and processing purposes.

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. 

Position Description: 

The primary responsibilities of the Inside Sales and Service Manager are to direct and coordinate inside sales and service staff in telephone sales of ATD products and services in order to maximize sales and quality of service provided to customers. This position will plan, coordinate and supervise order processing, direct inside sales and maintain effective customer relations. The ISSM will supervise order-processing activities to ensure that customer product will be filled accurately and in a timely manner. This role also serves as a liaison between the inside sales and service staff and assigned distribution centers.

Primary Responsibilities

  • Direct inside sales and service team in a manner to achieve established sales and profit goals interacting with internal sales departments, general managers and Regional Vice President of assigned centers.
  • Coaches and develops inside sales and service staff in all aspects of customer care including interpersonal skills, use of technology, product knowledge, and ability to field sales and service calls.
  • Interfaces with the Workforce Management staff to coordinate staffing and meeting or exceeding targets in the area of Service Level, Abandonment Rates, Average Speed of Answer, Occupancy, and all other performance metrics.
  • Supports the Quality Assurance initiative through call monitoring and coaching of staff to meet or exceed customer expectations.
  • Identifies trends within the business and provides actionable intelligence to management.
  • Acts as a subject matter expert in the development of staff.                   
  • Creates an employee friendly work environment and leads by example
  • Interprets call data from Avaya CMS and Nice/IEX.
  • Handles call escalations from customers when necessary.
  • Reviews daily performance reports for deficiencies and assists to improve performance.  Monitors employee productivity.  Establishes performance expectations for CSRs
  • Routinely participates in call handling to better understand the CSR experience and how to improve it.

Key Partners (Positions):                                                                                                    

  • Regional VP, Market Directors, and DBD/General Managers
  • Customer Service Department at the Field Support Center
  • IT and telecommunications

Experience(s) that Best Prepares You:                                       

  • Education:  Post-secondary education
  • Experience: 3 – 5 years combination of business to business call center sales and service environment and tire/automotive industry sales.
  • Such alternatives to the above qualifications as the Company, in its discretion may find appropriate and acceptable.

Key Competencies:

  • Full working knowledge of CSR used proprietary software (e.g., Z, Oracle, BI, etc.)
  • Ability to communicate information and ideas in speaking so others will understand.
  • Communicate effectively across teams, functions and departments.
  • Handle all business matters ethically and in full compliance with American Tire Distributors’ “Code of Conduct”
  • Knowledge of current materials, sales process, technology and practices of the Company
  • Strong training capabilities
  • Proven leadership ability to influence, develop, and empower employees to achieve objectives with a team approach.
  • Excellent face-to-face and telephone communication skills
  • Excellent time management and organizational skills, ability to multi-task
  • Ability to carry out oral and written instructions
  • Functional knowledge of the use of a personal computer and/or laptop.
  • Intermediate level of proficiency with Microsoft Office, Word, Excel, PowerPoint and Outlook.

Physical Demands/Work Environment/Travel Requirements:

  • Physical demands:  While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl; talk, hear, taste and/or smell; the employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
  • Work environment:  While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time.  The noise level in the work environment is usually moderate.
  • Travel required:  20% of the time, travel throughout the US and will require overnight stays.  Travel to DCs and other destinations will be required.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor, subject to reasonable accommodations.  Nothing in this job description creates a contract of employment in any way for any person.   All employees hired by American Tire Distributors, Inc. are employees at will and the Company reserves the right to terminate employees at any time for any reason or no reason at all.

Build a challenging and rewarding career with us!

American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace

Shift Type:
Job ID: R10392