Manager - Sales & Customer Service

Who We Are

TOOLPORT US, Inc is the newly formed US division of TOOLPORT GmbH, a European leader of online sales of party tents, gazebos, pop-up canopies, storage tents, portable garages, greenhouses, raised garden beds and more – serving both homeowners and professionals. The US business operates with support from TOOLPORT’s global headquarters in Norderstedt, Germany.

About the Role

The Manager - Sales & Customer Service has direct responsibility for managing the company’s customer sales and service operations including development of standard operating procedures, hiring and development of sales & customer service associates, and ensuring TOOLPORT’s customers receive the highest level of support. Further, this individual ensures that sales and service is and remains a key differentiator relative to direct and indirect US market competitors.

The ideal candidate has recent hands-on customer service and sales support experience and is ready to take the next step, combining their experience with a desire to help build a business from the ground up (with a lot of institutional knowledge from Germany)!

Essential Duties and Responsibilities

• Ensure customer service / sales inquiries are met with expert support across product specification, use and other related inquiries. This includes taking customer service and sales calls directly as well as supporting escalations as needed.
• Manage and direct sales and service personnel; lead overall direction, coordination, and evaluation; carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Engage in product knowledge training, training content development, and training of sales and customer service personnel.
• Interview, hire, and develop employees; plan, assign, and direct work.
• Appraise performance, reward and discipline employees, address complaints and resolve problems.
• Assist in new product research, customer requirements, and market trends.
• Identify target customer or channel segments and develop relevant strategies to gain market share.
• Perform other work-related duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Valid and current US Passport is required.
• Bachelor’s degree or four to six years related experience, or equivalent combination of education and experience.
• Minimum of 2 years of customer service experience in the consumer-packaged goods (CPG) and/or retail sectors targeting both B2C and B2B segments.
• Minimum of 2 years of professional sales experience in direct interaction with end-consumers – either face-to-face or over the phone – including both B2C and B2B segments.
• Minimum of 2 years of people leadership experience preferred – managing adherence to both standard procedures and best practices, delegating tasks and responsibilities, and developing talent.
• Knowledge of principles and methods for selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems including the use of CRM systems.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, evaluation of customer satisfaction and the use of CRM systems.
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, and coordination of people and resources.
• Working proficiency in the full suite of Microsoft office applications including Word, Excel, Teams, and others required. Familiarity with Enterprise Resource Planning (ERP) systems and Customer Relationship Management (CRM) applications required; Specific knowledge and expertise in SAP and CRM / Dynamics 365 preferred.

Additional Information

• The base salary range for this position is $90,000-$110,000. We use this range in good faith to plan for the role. Actual base salary may be higher or lower than this range, at the company’s sole discretion.
• Bonus eligible, Medical & Health benefits, 401k with company contribution, Paid vacation, and more.
• No relocation support is available for this role.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.