Supervisor, Sales Support

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Job Summary

The Business Markets Supervisor oversees the Business Markets Account Management team(s) which operates within the Large Business Markets organization.  The Supervisor position has the overall responsibility for managing and directing the day-to-day operations of AMs on the team. They will work with management to develop, implement and track performance metrics to ensure effectiveness of organization, people and processes. The Supervisor will also perform root cause analysis, identify process and customer service weaknesses and defects, and prepare and offer solutions that address the issues. This individual will supervise exempt employees. This is a working supervisor role and those in the position will also be responsible for the duties of a Account Manager, working deals as they come through and ensuring that the teams are meeting SLAs.

Job Description

Key Accountabilities

•Oversee teams accountable the quoting and pricing of Large Business deals.•Manage the daily queues, balancing the workload between all AMs.•Work deals in the queue, assisting with all types of requests.•Resolve issues and clear roadblocks related to data loading and quotes.•Develops business processes/procedures and quality standards that can be used to identify strengths and/or deficiencies in product/delivery service levels. •Provide leadership to employees and meet with them regularly to understand their needs.•Ensure all employees have the opportunity to develop their skills, abilities and careers through comprehensive training and employee development programs. •Serve as a liaison between Sales and Operations to ensure that corporate goals, and initiatives, and customer needs are achieved. •Support a defined business plan for Large Business which supports Company goals•Manage performance and administer salaries for account managers.•Support planning, coordinating, managing, and allocating resources to achieve high levels of satisfaction with internal and external clients. •Determine and address sufficient staffing levels; actively participate in recruiting, interviewing, decisions, and hiring efforts. •Ensure essential operations are maintained during emergency conditions; ensure customers and general public are minimally impacted. •Work with management team to develop, implement and track performance metrics to ensure effectiveness of organization, people and processes. •Monitor and ensure consistent administration of employee discipline policies and practices, consulting Human Resources as necessary. •Perform routine performance monitoring, such as quality assurance checks; identify and implement efforts to achieve continuous improvement. •Monitor the day to day activities of our partner sites overseas if necessary.•Own controls related to the team.•Other duties as assigned.

Education, Experience, & Skill Requirements

•Five or more years of relevant work •Supervisory/management of people a plus•Demonstrated track record or increased work responsibility •High level of proficiency in Microsoft 365; Salesforce a plus•Experience with power markets, renewables and/or business customers a plus•Strong attention to detail and a desire to constantly learn•Experience gained through college degree programs and/or certifications is applicable to above skills•High School Diploma or equivalency required

Key Metrics

•SLA timelines met on incoming deal