Job Title: Inside Sales Team Leader

Location: Omaha, Nebraska

Salary: $100-110K plus bonus

Job Summary:

The Inside Sales Team Leader (ISTL) oversees and improves Inside Sales operations, ensuring customer satisfaction, efficient processes, and team development. The ISTL is responsible for managing customer satisfaction, optimizing quoting practices and tools, supervising Automated Call Distribution (ACD) systems, and ensuring compliance with relevant procedures and work instructions. Additionally, the ISTL leads their team and supports the overall organization in delivering outstanding customer service to customers, prospects, the outside sales force, and intercompany accounts.

Qualifications:

• Bachelor’s degree in business or related field.
• Strong leadership, communication, and problem-solving skills.
• Proficiency in Microsoft Excel, Outlook, and Teams.
• Experience with CRM systems (SAP experience is a plus).
• Ability to analyze data, manage reports, and drive strategic improvements.
• Occasional travel to customers or trade shows, which is expected to be less than 10%.
• This is a full-time, in-office position in Omaha, NE (Monday – Friday).

Responsibilities:

• Lead a team of 10–15 Inside Sales professionals, ensuring exceptional customer service.
• Manage quoting, call distribution, and customer escalations.
• Conduct in-office technical sales and quoting.
• Utilize data analytics to optimize sales processes and team performance.
• Recruit, train, and develop a high-performing sales team.
• Collaborate with cross-functional teams to improve service and efficiency.
• Ensure the team provides world-class customer service while following sales procedures.
• Maintain appropriate staffing levels to effectively manage call volumes and quotes.
• Act as the primary escalation point for complex customer issues, ensuring prompt resolutions for enhanced satisfaction.
• Oversee and administer the Preferred Customer (‘Platinum’) program, aligning it with customer and business needs.
• Proactively address customer inquiries, escalations, and internal requests with urgency for seamless operations.
• Use data analytics to monitor team efficiency, optimize sales processes, and enhance service levels through system improvements.
• Work with the Customer Care Manager to improve the Automated Call Distribution (ACD) system, including staffing, queue assignments, and performance monitoring.
• Enhance the work environment to support high-quality service and team productivity.