Manager, Inside Sales

Our Story:

 

Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services; and leading our industry by Innovating What’s Next in glass doors and intelligent merchandising technologies that keep food safe under brands such as HillPhoenix and Anthony.

 

DFR is part of the Climate & Sustainability Technologies segment of the Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of $7 billion.

 

DFR is built on creativity and customer-centric innovation delivered by people invigorated by a strong sense of responsibility to help our customers win in their marketplaces. The relationships we build with our customers are as important to our success as the products we manufacture. This collaborative environment delivers FRESH THINKING, reassuring our customers that they choose the best when they choose to work with the people of Dover Food Retail.

 

Job Title:        Manager, Inside Sales

Location:        Sylmar, CA           

 

What we’re looking for:

 

We are looking for a Manager, Inside Sales who will work to optimize the customer experience in a matrixed organization. This is a critical on-site and hands-on role which will manage the daily operations of the Customer Service team as well as ensure excellent Customer care and service.  This role will also work cross-functionally to minimize disruption of on-time customer deliveries and to bring awareness of customer expectations to the team.  The role will work to develop a team of excellent problem-solvers through coaching and applying Lean tools such as Daily Management, Pareto analysis for root cause and countermeasure identification and Value-Stream mapping with the goal of providing quality, speed and accuracy with every Customer interaction.

 

What you’ll be responsible for in this role:

 

• Ensuring adherence to stated Service Level Agreements (SLAs) for customer response and resolution for quoting, entering orders, tracking orders and requests for information
• Leading Daily Management meetings to pareto ‘defects’ (instances of not meeting stated SLAs) and using the 5-why method to drill down to root cause and suggest immediate and long-term countermeasures
• Working with Site Leads, Site Managers and Subject Matter Experts to develop monthly formal problem-solving reviews, looking for systemic trends and patterns across the Enterprise and implementation of countermeasures

• Working with Manager of Customer Experience (Quality), Manager of Continuous Improvement and Site Leads, ensuring that centralized training material and subsequent testing adequately prepares CSRs for daily work, Customer interaction and proper escalation
• Ensuring that the Customer Experience in Sylmar mirrors the Customer Experience in the rest of the Enterprise through harmonization of processes, policies and procedures (seamless, one-team mentality) and through CSR training
• Developing employees into true problem-solvers with strong interpersonal skills and excellent Customer Service acumen
• Providing real-time feedback and coaching for CSRs as well as mid-year and annual reviews
• CSR on-boarding and succession planning
• Working with Workforce Optimization, develop phone coverage schedules to satisfy demand and ensure SLAs are met for the Enterprise

• Preparing analyses for team perform