Sales Support Manager

Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism — and we treat our employees like the valuable assets they are.

Founded in 1954, R.S. Hughes Co., Inc. is a dynamic, North American distributor of industrial supplies. With 49 warehouse sites in the United States and Mexico, we maintain an extensive inventory of adhesives, abrasives, electrical, static control, tapes, labeling and safety products.

In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense, and we consistently reward those that exemplify these traits. If you're looking for a great team to grow with and if you are willing to embrace the challenges of being expected to be the best, we welcome you to come join the R.S. Hughes Company, Inc. team!

Position Description

The Field Sales Support Manager is responsible for managing a team of Sales Support personnel in various aspects of sales support and coordination between different departments within the organization.  The successful candidate will have the ability to coach, lead, and teach the Sales Support team to be a key point of contact for field sales and will play a vital role in ensuring ongoing success of the sales organization, efficient operations, and driving overall customer satisfaction and retention. Developing the team to become experts in both direct client interaction and working with internal stakeholders to navigate and address client service and support needs is paramount.  The Sales Support team will be focused on supporting key clients managed by sales professionals (or entire regions/markets) and work closely with stakeholders in strategic accounts, marketing, and other functions as required based on the service or issue request from the sales teams.  The candidate should be willing to address important matters that may come up after hours or be able to attend meetings at odd hours to accommodate the needs of the organization. The position is both a strategic and hands-on role.

This position will work collaboratively with internal and external department leaders to develop new opportunities and improve business. This role is expected to adhere to all company policies and safety protocols.

Key Competencies Required to be Successful as a Field Sales Support Manager

Sales Support

• Coach, lead, and teach to develop the Sales Support Team in the following:
  • Support field sales on a variety of tasks directly related to the sale and/or development of business.
  • Review and support qualifying opportunities with sales, produce quotes, understand ordering conditions, and product onboarding.
  • Promptly turnaround all quoting and sourcing requests in alignment with pricing strategies.
  • New business onboarding: Review contracts, identify requirements, delegate to the appropriate business unit leads, and track deliverables.
  • Pricing & Margin Management – assist in price increase implementations.
  • Provide technical information related to manufacturing specifications, care and maintenance of product, delivery options, and warranties.
  • Develop and maintain current knowledge and resources to answer questions regarding, but not limited to product availability, delivery schedule, vendor contact and line information, product information and specification, product selection, and substitutes.
• Skillfully communicate with other departments to achieve the objective of servicing the customer by supporting Sales.
• Make decisions and improvements to Sales Support to further the corporate sales objectives and meet KPIs.

Problems & Solutions

• Resolve external sales questions promptly, typically by phone, email, text, or other necessary means either by determining answers on your own or escalating to appropriate division/regional resources or external vendors, as required.
• Promptly route/escalate potential or unresolved customer issues within established guidelines for appropriate follow-up and response.
• Provide knowledgeable answers to questions about products, pricing, and availability.
• Meet sales support metrics/expectations.

Quality Control

• Understand product limitations to adjust product portfolio and/or marketing materials to address inquiries and issues with best-in-class solutions.
• Provide knowledgeable follow-up and offer solutions to field sales and customer service team regarding requests and pricing.

Planning, Reporting, & Analysis

• Identify customer and product data and analyze opportunity to expand the relationship.
• Generate and analyze reports on inventory performance, customer demand, and other relevant metrics.
• Use data insights to make informed decisions and drive improvements.

Customer Relationships

• Maintain and strengthen existing customer relationships through consistent communication, professionalism, and exceptional customer service.
• Attentively listen to customer feedback and questions to provide answers that are knowledgeable and insightful to encourage product sales and/or solutions.
• Ask probing questions to further understand the customer’s needs and offering solutions.

Product Knowledge

• Maintains proficient knowledge and understanding to meet customer's needs to provide real, effective solutions and deliver exceptional customer service.
• Maintain an awareness of all product knowledge information, promotions, and vendor training.
• Research and fully understand our product line and value proposition; utilize knowledge to match R.S. Hughes products to the unique needs of the customer.

Internal Coordination

• Collaborate with different team leaders of various disciplines as partners to meet technical and operational requirements of customer.
• Proactively identify and liaise with suppliers and fields sales to resolve potential issues related to backorders, shipping delays, etc.
• Communicate new business with appropriate internal teams to process order and create new inventory levels.
• Maintain awareness of sales activity on company wide Sales & Marketing plans and initiatives.

ERP & CRM Management/Maintenance

• Regularly access real-time information to view product inventory levels, shipments, pricing, order activity, etc.
• Remain knowledgeable of ERP system and maximize functionality to best serve our customers.
• Responsible for the maintenance of pricing records.

Other Assignments

• Proactively monitor and strive to maintain high levels of quality, accuracy, and process consistency.
• Identifies opportunities for sales process improvement.
• Perform various administrative tasks related to sales cycle.
• Other job duties as assigned.

Basic Qualifications

• High School diploma or GED equivalent
• 5-8 years of experience in B2B customer service or phone-based sales support required.
• 3-5 years managing and leading a team of Support Personnel or equivalent
• College degree or equivalent experience in industrial distribution or supply chain experience preferred.

Skills That Will Make You Successful

Soft Skills

• Strong interpersonal skills: People and Communication Skills.
• A Customer Service Focused Approach.
• Able to work with a diverse group of people.
• Ability to read, understand and follow both verbal and written instructions.
• Proper spelling, grammar, and punctuation.
• Active Listening.
• Competent problem-solving skills / Critical Thinking / Conflict Resolution.
• Flexibility and Adaptability.
• Attentiveness and Accuracy.
• Quick learner.
• Ability to multitask and perform duties with accuracy.
• Organizational and Time Management skills.

Hard Skills

• Customer Relationship Management
• Sales Technology
• Product Knowledge (Knowledge of applicable RSH products and markets)
• Must have strong mathematical skills.
• ERP/CRM Data Entry & Maintenance.
• Proficient Computer Skills (MS Excel, MS Word)

Target Base Compensation range for this exempt role is 85,000 - $104,000 (depending on experience)

This is a Full-Time position, eligible to participate in the Company’s benefit plans including: Paid Time off; major medical, dental, vision; Company paid short-term and long-term disability; paid parental leave; various supplemental benefit plans; and 12% annual company funded Employee Stock Ownership Program (ESOP).