Position Purpose:

The Manager of Inside Sales Support leads the Inside Sales Support teams that provide both transactional and relationship-driven support to Outside Sales Representatives serving managed account customers. The team is responsible for critical activities including quoting, order processing, and post-sales fulfillment in partnership with Stores, Vendors, Merchants, and Supply Chain, directly contributing to customer loyalty and sales growth.

This role is accountable for building and developing high-performing Inside Sales Support teams and strategically enhancing support operations. By collaborating cross-functionally with market-specific sales teams, the Manager drives improvements in service delivery and sales outcomes. The position ensures a customer-focused sales mindset, strong team performance, cross-functional engagement with Stores, Vendor Partners, Merchants, and Supply Chain, and professional development for associates. Additionally, the Manager continuously identifies opportunities to streamline processes, implement best practices, and elevate operational excellence.

Success in this role requires strong customer-back thinking, data-driven decision making, boundaryless leadership, and an entrepreneurial mindset, combined with the ability to communicate effectively and foster collaboration with internal and external partners. The Manager cultivates strong, long-term relationships with customers, partners, and suppliers, leveraging these connections to strengthen business partnerships and support sustainable sales growth.

Key Responsibilities:

• 30% – Customer Service– Communicate effectively and provide timely support, guidance, and resolution for both internal and external customer escalations, driving root-cause analysis and long-term solutions for recurring issues or trends. Collaborate cross-functionally to provide actionable insights to sales leadership, and business partners on customer and associate friction points, identifying opportunities for process and experience improvement. Build trust through fostering and maintaining strong relationships with internal and external customers.
• 30% – Ensures Accountability – Identify and address performance deficiencies at all levels. Develop and execute performance improvement plans, training, and coaching strategies that drive exceptional service level standards. Responsible for talent planning activities and the appropriate selection, termination, performance management, and professional development of teams.
• 30% – Leadership & Management- Establish clear goals, success measures, and priorities aligned with company objectives. Drives sales performance by embedding a results-oriented mindset, reinforcing accountability for achieving goals, and celebrating wins that strengthen sales momentum. Provide strong, effective leadership through regular performance reviews, coaching and development planning to build associate capability and engagement at all levels. Inspire and motivate teams, fostering a collaborative, high-performance sales culture that prioritizes growth, customer experience, and operational excellence. Cultivate strong relationships with customers, partners, and suppliers through consistent communication, fostering trust and long-term partnerships.
• 10% – Plans & Aligns- Solicit feedback and analyze performance data to identify people and process improvement opportunities in partnership with the sales team. Facilitate project work and technology improvements to improve sales productivity

Direct Manager/Direct Reports:

• This Position typically Reports to Director Inside Sales Support
• This position has 5+ Direct Reports

Travel Requirements:

• Typically requires overnight travel 5% to 20% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be 18 years of age or older
• Must be legally permitted to work in the United States
• Experience in managing sales support teams 
• Proven ability to drive operational metrics and process improvements
• Minimum Education not specified; typically requires relevant experience and/or education in business, management, or related field

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills

• Experience in sales organizations

• Strong leadership and coaching skills

• Experience with CRM tools (e.g., Salesforce.com, Microsoft suite.

• Strong understanding of sales, demand generation, and technology

• Experience in customer-focused roles and servicing customer needs

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED..

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 2 + years of previous related work experience

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• 2 + years of previous leadership Experience

Preferred Leadership Experience:

• No additional years of experience

Certifications:

• None

Competencies:

• Builds Effective Teams
• Plans and Aligns
• Communicates Effectively
• Customer Focus
• Develops Talent
• Drives Results
• Manages Conflict
• Relationship Building