Sales/Service Manager

Department:??????????? Sales/Customer Service

Reports To:??????????? Sales/Customer Service Manager

Date Written:7/16/06????????????

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FLSA CODE:

Exempt

HR APPROVAL:

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DESCRIPTION SUMMARY:

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Supervises, coaches, develops and motivates customer service team by demonstrating leadership and interpersonal skills. Ensures efficient performance of the team and consistent contribution to company objectives by active teamwork. Provides guidance to call center team that fosters team growth, performance and results. Serves as a primary point of contact for day-to-day requirements of organizational policies and procedures.

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ESSENTIAL FUNCTIONS:

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????????? Supervises the daily activities of the call center including maintaining service standards and meeting customer service quotas (service level, abandonment rate, occupancy levels, break schedules)

????????? Prints and distributes all call center reporting. (Daily, monthly, payroll)

????????? Monitors sales calls and tracks results

????????? Develops associates through one-on-one coaching/training sessions.

????????? Delivers all verbal and/or written disciplinary actions and annual reviews.

????????? Communicates all daily, weekly and monthly information to the associates (emails, board postings, meetings)

????????? Participates in interviewing, hiring and training all new associates.

????????? Interfaces with associates, customers, and vendors and escalates areas of concern to the appropriate department.

????????? Answers inbound calls as needed.

????????? Adheres to all company and specific call center policies and procedures.

????????? Completes any additional work as assigned by management.

????????? Ensures all sales calls from consultants, hosts, and other customers are answered in a timely, accurate and professional manner.

????????? Responsible for the implementation of the Pro active Sales call process to reach maximum order value, including:

o??????? Updating or inputting customer information in system, including email address.

o??????? Explain membership benefits to sell or renew.

o??????? Process orders by Educating customer on wine, accessories, and setting expectations in line with our processes

o??????? Offer substitutions, additional wines or quantity, accessories, and weekly specials.

o??????? Explain Passport Wine Club to sell, continue or upgrade.

????????? Process and respond to Customer email in the same manner as described above.

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KNOWLEDGE, SKILLS AND ABILITIES:

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1.)??????????? EDUCATION:? Bachelor?s degree or equivalent work experience.

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2.)??????????? EXPERIENCE:? 2+ yearsexperience managing people in a sales / service environment.? Basic knowledge of wine preferred.

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3.)??????????????? COMPLEXITY: Excellent oral and written presentation skills. Proven analytical and leadership skills.? Must be capable of working in a constantly changing environment.? Utilizes sound judgment in making decisions and excels at follow through.

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4.)??????????????? WORKING RELATIONSHIPS: Interacts with other associates, customers and management.? Excels in a team environment.

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5.)??????????? ADDITIONAL REQUIREMENTS: Flexible work schedule including evenings, weekend, and holidays.

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THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED.? IT IS UNDERSTOOD THAT THIS IS NOT A CONTRACT.? MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION WITHOUT NOTICE AT ANY TIME.

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