Job description
The Coach, Sales Support, is responsible for leading, supervising, coaching and mentoring a team of Partner Sales Support Specialists and Sales Support Specialists (PSSS and SSS) whose mission is to support the service needs of our National Sales organizations biggest accounts and our Partner Account Manager (PAM) and Account Manager teams. This role supervises a team of PSSS and SSS responsible for delivering superior customer and sales support for our National Accounts, including identifying growth opportunities through their support interactions. This role is responsible for setting the vision and priorities for the team, motivating for performance, and accountable for results by measuring and accelerating KPIs. This role leads achievement of service-level goals and business metrics while promoting high levels of customer service excellence.
FUNDAMENTAL DUTIES
Responsibilities
- Builds and leads a cohesive PSSS team with vision and accountability, clearly defining roles/responsibilities within the PSSS team and formally recognizing role models performing with excellence.
- Develops and reports on KPIs related to the PSSS function; leverages call and email data for scorecards to measure and reward performance for each PSSS.
- Builds and maintains successful working relationships with cross-functional departments (Sales, Sales Support, Order Processing, Art, Production, Marketing, Product Development, Training Department, etc.) to ensure a smooth experience for our customers. Works closely with these areas to accommodate customer requests.
- Works together with National Sales leaders, PAMs and Sales Success management team to support the department in reaching its goals. Develops measurable KPIs for the team and positively drives accountability.
- Assists team and works closely with National Sales team, Order Processing, Art, and Production on in-house order or project issues that are escalated by the PSSS team. Resolves and/or addresses complex customer issues or questions as well as escalated calls from customers/associates
- Mentors PSSS team members and provides expertise in all areas of the PSSS role including: our customer base, our product lines and pricing, decoration methods and placement, the virtual process, Salesforce and Power BI.
- Understands our products, processes & policies and navigates cross-functionally to remove barriers for the PSSS team and/or customers.
- Leads by providing feedback, coaching, career planning, corrective action and training. Supervises, monitors, and trains staff in inbound/outbound customer interactions – calls, online chats and/or offline transactions.
- Works closely with Sales Success Manager and training department on training and ongoing educational needs of the PSSS Team and other Sales Support teams.
- Performs full scope of talent management including interviewing and hiring
- Responsible for preparing and delivering sales reports to Customer Success leadership.
- Ensures team is equipped with knowledge of all tools and data/reporting available to them to facilitate the work of the PSSS team.
- Assist Sales Success Managers on training any new or existing team members to help onboard and improve job performance and metrics. Responsible for continuous learning for the PSSS team.
- Supports some duties of Sales Success Manager when he/she is out of the office, such as handling questions from other areas and attending meetings.
- Responsible for duties as defined in the PSSS job description.
- May cover for other Account Managers as needed; must be available to work varying shifts.
- Supports all other duties as assigned.
TRAVEL
Requirement for this position is to be able to travel at a minimum of 3 times per year. This travel could include attending National Shows, and/or traveling one on one with FSMs or NAMs to visit customers.
SKILLS AND KNOWLEDGE
- Proven leadership skills with the ability to hold self and others accountable
- Strong judgement – must be able to problem-solve and make quick, comprehensive decisions
- Portrays professionalism, flexibility, and accuracy in every action and/or decision
- Ability to deal with stressful situations in a calm, controlled, professional manner
- Ability to work well and motivate team in a virtual environment
- Strong communication skills, both written and verbal
- Preferred to have proven and extensive expertise in decoration capabilities, pricing, policies, and competitive landscape.
- Proficient in Microsoft applications, including but not limited to Outlook, Word, Excel, PowerPoint and Teams
- Experience or demonstrated ability to explain, troubleshoots and resolve basic technical/process issues required
MINIMUM QUALIFICATIONS
- H.S. diploma or equivalent required; higher education a plus
- 4 years of experience in customer support role
- Experience in high-volume customer interaction environment preferred
- Must be available to work across varying PSSS shifts
Apply to this position directly at www.pcna.com
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