Inside Sales Support Lead - Eastern U.S. Region

SUMMARY:

The primary responsibility of this role is to successfully and efficiently integrate the SalesForce (SF) CRM tool in a manner that optimizes collection, accuracy, and value of customer information, maximizes the value of the SF CRM tool for both Outside and Inside Sales Representatives and Brand Special Forces, and integrates with Hydrofarm’s ERP System.

This role would oversee the daily operations of the sales support function, ensuring smooth workflows, resource allocation, and effective support for the sales team, while also focusing on customer satisfaction and operational efficiency.

This position would work in alignment with the Inside Sales Support Lead/Manager – Western Region to drive efficiencies and support nationally.

DUTIES AND RESPONSIBILITIES:

·         Project Management: Implementation and activation of CRM via Salesforce. Focus on set-up effectiveness vs processes, and the adoption of tools and reporting

·         Day to Day:

o   Works closely with Customer Care to manage Custom Quote Process. Deals directly with Trade Marketing to align on Price Quote Protocols + Maintains a log of OPEN QUOTEs and Timing

o   Supports the external sales team on administrative needs in order to expand field selling time and customer interface – which can also include a list of customers that they manage most closely day to day (a portion of the 600 that went to Customer Care)

o   Assists with customer RMA needs

o   Works to maximize and manage sales leads to field sales for exploration & tracks progress post-lead to sell. 

·         Responds to customer service issues in a timely, professional manner

·         Creates effective Inside Sales Support procedures, policies, and standards

·         Collaborates and interacts effectively with Sales, Customer Care Team, Trade Marketing (Brand/Supplier ownership - Consumables and Durables), and Marketing

·         Maintains accurate records and documents all customer activities and discussions

·         Assesses service statistics and prepares detailed reports on your findings.

·         Prospecting: Assists with elements of prospecting that include, but are not limited to calling prospects, providing “warm” leads to sales, entering appropriate information in SF, creating follow up information in Outlook calendar, Assisting with our customer and target customer “trial” process.

·         Manages the approved budget of the inside sales support department.

·         Stays informed on the latest industry techniques and methods.

·         May assist at Trade Shows and/or Customer Appreciation events

·         Performs other related duties as assigned by management

·         Operational Support:

Manage the day-to-day operations of the sales support function, including order processing, data collection, analytics, and report preparation.

·         Resource Allocation:

Oversee the allocation of resources and workflows for all support activities.

·         Team Management:

Evaluate and train appropriate sales and sales support personnel, ensuring they have the necessary skills and resources to optimize SalesForce as a tool and resource.

·         Problem Solving:

Identify and resolve operational issues and customer inquiries or complaints.

·         Process Improvement:

Implement and enhance sales support procedures to optimize workflows and improve efficiency.

·         Sales Strategy:

Collaborate with sales teams to understand their needs and provide necessary support, contributing to overall sales success.

·         Customer Satisfaction:

Ensure a positive customer experience by assisting in resolving customer inquiries, issues, or concerns.

·         Training and Onboarding:

Facilitate the onboarding process for new sales team members, providing training on Sales Force and supporting services and processes. 

Skills and Qualifications:

• Leadership and Management: Strong leadership, communication, and interpersonal skills are essential for managing the role and collaborating effectively. 
• Problem-Solving: Ability to identify and resolve operational issues and customer problems. 
• Technical Proficiency: Familiarity with CRM software, Microsoft Suite (Word, Excel, PowerPoint, Outlook Express, etc.), and other sales tools is crucial. 
• Organizational Skills: Strong organizational and time management skills are necessary to manage multiple tasks and priorities. 
• Experience: Several years of experience in sales support, sales, or a related field, with supervisory experience preferred. Controlled Environment Agriculture (CEA) experience is a plus.
• Education: A bachelor's degree or equivalent experience is preferred. 

QUALIFICATIONS:

·         Minimum 3-5 years of verifiable SalesForce Knowledge, Leadership, Implementation, and Integration ability including knowledge and creation of CRM Analytics

·         Computer skills required: ERP experience (AX a plus); Spreadsheet Software (Excel, Power BI, Tableau, etc.); Order Processing Systems; Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation software (PowerPoint

·         Other skills required:

o   A minimum of 3 years of proven experience in customer service or inside sales support position.

o   Proficiency in Microsoft Office and customer service software.

o   Outstanding written and verbal communication skills.

o   Good understanding of management practices and techniques.

o   Excellent leadership and interpersonal skills.

o   Ability to supervise with aptitude for coaching, mentoring, training, and developing teammate performance.

o   Willingness and desire to create a team learning environment and to foster a positive, fulfilling work environment.

o   Demonstrated strengths in teambuilding and leadership skills.

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