Director of Sales Support (Hybrid)

Company Description

At Lakeshore, we create innovative learning materials and world-class guest experiences for teachers, parents and children. Since 1954, we’ve grown into a global community—with a thriving e-commerce business, multiple catalogs, 60+ retail stores, a peerless national sales force, plus international offices that support our preeminent supply chain division. But today we’re working better, smarter and faster than ever—and setting our sights even higher. We’re building an infrastructure designed for scalability, embracing data-driven decision-making and using technology to improve efficiency and ensure the best tools for the best work. Most importantly, we continue to invest in a diverse team of inquisitive top talent who fuel each other’s passions and curiosity, take risks, try new things, and believe that every new day brings opportunities for growth.

Job Description

In a time of unprecedented expansion, we are seeking a Director of Sales Support to lead a team of frontline managers and enhance Lakeshore’s Sales support operations. In this role, you will work closely with the Sales team to drive revenue growth, meet sales targets and expand market share. The position also requires developing and maintaining strong relationships with key customers in order to understand their needs and ensure their satisfaction with our products and services. Candidates should have robust leadership skills, as well as operational and technical expertise. The ideal applicant possesses an unyielding commitment to exceptional customer service. 

A day in the office looks like this: 

• Mentor, coach and develop team members, fostering their professional growth and ensuring they have the skills and knowledge required to excel in their roles 
• Develop and implement robust systems, policies and procedures to streamline sales support and customer care operations; ensure consistency, efficiency and excellence within the department and across the organization 
• Continuously assess and improve customer care processes, systems and tools to enhance efficiency and effectiveness  
• Identify process automation and improvement opportunities; work with cross-functional teams to drive these initiatives 
• Utilize data-driven insights to make informed decisions, monitor KPI and adjust strategies as needed 
• Collaborate with other departments—such as Sales, Order, Customer Service and Logistics—to ensure alignment and effective communication 
• Hire and grow your CSM team to keep pace with customer demands 
• Manage distribution and capacity planning across all CS segments to ensure the best possible experience for our customers 

Qualifications

Got the skills and experience? Here’s what we’re looking for:

• Bachelor’s degree in a related subject 
• Demonstrated experience leading a customer service, sales or account management team 
• High level of ownership and the ability to navigate ambiguity and complexity 
• Analytical skills 
• Strong leadership and people-management skills 
• Business acumen 
• Strong strategy-planning skills 
• Critical-thinking skills 
• Strong verbal and written communication skills 
• Ability to manage and guide multiple direct reports 
• Track record of developing growth strategies and tracking progress 
• Ability to delegate tasks and keep up with team initiatives 
• Ability to work in a fast-paced, ever-changing environment, and manage multiple priorities 

Additional Information

And here’s our end of the bargain! 

• Salary: $106,000-$150,000 with an annual bonus of up to 20%
• Paid leave for new parents to support work/life balance and family bonding
• Excellent medical/dental and vision coverage—EPO, PPO and HSA
• 401(k) retirement plan with company contribution (because you will retire someday)
• Flexible benefits—choose what you like, ignore the rest
• On-site preschool for our employees’ children
• On-site employee gym for all levels/fitness needs
• Generous employee discount on products that make you smarter
• Casual dress…and we really mean it

At Lakeshore, we know our diversity makes us stronger, and when everyone feels included and valued, we all win. We strive to embrace our differences and create an intentionally diverse and inclusive community that is representative of the teachers, families and children we serve.

We know we couldn’t do the extraordinary things we’re doing without the people on our team. Thanks to the passion and enthusiasm of this spectacular group, Lakeshore is more than a great place to work—it’s a great experience to be part of. Day in and day out, we give everything we’ve got to create products that instill a sense of wond