SALES SUPPORT MANAGER
The Sales Support Manager is responsible for managing the Sales Support team to deliver exceptional customer service and operational excellence across North America. This role provides leadership, coaching, and direction to Sales Support Representatives while ensuring efficient order processing, issue resolution, and a best-in-class customer experience.
ESSENTIAL JOB RESPONSIBILITIES
• Lead, develop, and retain a high-performing Sales Support team by providing coaching, performance feedback, training, and professional development opportunities.
• Establish team priorities, manage workload distribution, and ensure customer inquiries, orders, and requests are handled accurately, efficiently, and within established service levels.
• Foster a positive, collaborative culture focused on employee engagement, accountability, and exceptional customer service.
• Serve as the final point of escalation for customer support issues, ensuring timely resolution and a positive customer experience.
• Build and maintain strong working relationships with Sales, Product Management, Engineering, Human Resources, Operations, and other cross-functional teams.
• Evaluate and improve customer service processes, identifying opportunities to increase efficiency, scalability, and customer satisfaction.
• Lead all aspects of customer support operations across North America, ensuring consistent execution of company policies and service standards.
• Ensure Sales Support team members are cross trained across product divisions to provide flexibility and maintain business continuity.
SKILLS & ABILITIES
• Proven leadership, coaching, and team development skills.
• Excellent interpersonal, communication, and relationship-building abilities.
• Strong organizational, analytical, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong customer service orientation with a focus on continuous improvement.
• Proficiency with Microsoft Office Suite and business systems.
• Self-motivated, collaborative, and results-oriented with the ability to work effectively under pressure.
EDUCATION & EXPERIENCE
• Bachelor's degree preferred.
• 3–5 years of leadership experience managing performance, projects, and/or team priorities.
• Minimum of 5 years of customer service experience.
• Contract furniture or commercial interiors industry experience preferred.