Manager, Sales Support

Location: Birmingham, AL

Summary

The Manager, Sales Support, leads the team that keeps Royal Cup's customer programs running smoothly, from new-account onboarding in SAP to resolving issues for our national and regional accounts. Reporting to the Director, Sales Support, this role coaches and develops the team, partners with Sales, Service, and Marketing, and identifies opportunities to grow existing customers.

Supervisory Responsibilities

• Supervise and lead members of the sales support team
• Recruit, hire, train, and develop new team members
• Create team goals and performance standards; manage daily workflow, workload balance, and coverage
• Provide ongoing coaching, constructive and timely performance evaluations, and individual development plans

Key Responsibilities

• Communicate between cross-functional internal teams, customers, and other external parties
• Build and improve processes for account setup, hand-offs, and escalations
• Track team performance, such as account-setup turnaround time, resolution time, and accuracy
• Customer support and revenue generation:
  • Identify growth opportunities using customer reports and C4C, and route qualified leads to the right sales team
  • Manage the onboarding process for new customers. Lead the creation and updates to customer accounts in SAP
  • Own escalations for key accounts and set response and resolution standards for the team
  • Prepare various reports, sales analysis, and conduct equipment tracking. Assist with quarterly business reviews and other reports as needed by sales team, management, and customers
  • Support culinary road shows, trade shows, and other customer events
• Oversee the sample/supply room inventory and product sample and BPI ordering process
• Support the sales team with existing customers and potential customers visits to headquarters