Job Description

Sales Support Supervisor Job Description

Reports to: Sales Manager

The Sales Support Supervisor is responsible for leading and supporting the Sales Support Team. This role serves as a working supervisor, assisting with activities related to customer support, order entry, and returns. The Sales Support Supervisor is responsible for ensuring timely and accurate communication with customers regarding order issues, order status updates, and other sales related inquiries. This role works cross functionally across the organization to provide customers with an industry leading customer experience.

Supervisory Responsibilities:

The position does not have supervisory responsibility. The position supervises others and requires accountability for direct reports.

Key Responsibilities:

• Create and communicate the Sales Support Team daily plan including daily goals, job assignments, and schedule changes.
• Be the Sales Support "go-to person"; the most reliable and knowledgeable individual to first approach for help or advice on a specific topic or situation.
• Guide and motivate the Sales Support Team to achieve individual and team service goals.
• Work closely with leadership to develop and refine processes that drive operational excellence and first-class customer support.
• Allocate and balance team to ensure proper task prioritization.
• Mentor and train new and current Team Members on proper process/procedures and associated changes.
• Ensure every Sales Support Team Member is trained and can perform the basic functions of their role.
• Review order entry reports making corrections and adjustments as necessary.
• Maintain and handle the flow of orders, returns, OD forms, etc., providing timely resolution of problems.
• Provide daily assistance for customers to expedite small parcel deliveries.
• Track team goals.
• Provide feedback and suggestions for continuous improvement based on customer feedback or input (product packaging and quality, service quality, carrier quality of service, etc.).
• Assist with training.
• Conduct employee performance evaluations, issue disciplinary action, and consistently enforce company policies as outlined in the employee handbook.
• Work in a team environment.
• Promote and maintain a clean and safe work environment by complying with procedures, policies, training, and regulations.
• Ensure established policies and procedures are followed.
• Participate in continuous improvement project team activities.
• Assist with talent and workforce planning.
• Other duties as assigned.

Education/Experience/Qualifications:

• High School diploma or GED, required. Associate’s Degree in a related field, preferred.
• 2+ years of experience in customer-facing roles.
• Working knowledge of the performance motorsports aftermarket, preferred.
• Demonstrated leadership activity in similar roles or organization, preferred.
• Experience with SxE and IRMS, preferred.

Skills & Abilities:

• Must be motivated to exceed expectations for excellent customer satisfaction.
• Must have effective sales skills and techniques such as strong communication, active listening, product knowledge, and the ability to build rapport and handle objections.
• Ability to develop and foster business relationships.
• Ability to communicate effectively (clear and concise) through writing, speaking, active listening, and presentation. Excellent verbal and written communication skills.
• Proficient with Microsoft Office Suite and other job-related equipment and software.
• Ability to approach conflicts with vendors, customers, and colleagues in a constructive manner.
• Ability to read, analyze, and interpret data.
• Strong quantitative and analytical skills.
• Excellent organization skills and detail-oriented with exceptional critical thinking, multi-tasking, and problem-solving abilities.
• Excellent time management.
• Ability to work both independently, within a team, and cross-functionally with other departments/stakeholders.
• Ability to work with minimum supervision/guidance and must be self-directed.
• Excellent problem-solving skills and sound judgment.
• Ability to perceive, use, understand, manage, and handle emotions.
• Ability to understand own thoughts, feelings, and actions; and how they influence own behavior and impact others.
• Willing to participate in Company designated training.
• Must have knowledge of and comply with the policies and procedures contained in the company handbook.
• Must be able to maintain confidentiality.
• Must be able to practice safe work habits.

Physical Demands:

This is an office type position that requires sitting, standing, walking, stooping, kneeling, and use of hands. This position requires the operation of basic office equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

Each coworker is accountable for their actions and is required to exercise good judgment in everything they do on behalf of Lane Automotive. Part of that responsibility includes understanding and living up to company values, standards, and policies, specifically our code of ethics and business conduct. Additionally, every coworker has the responsibility to ask questions when they are unsure of what those values, standards, and policies require and to act if they believe someone else is not acting consistently with those values, standards, and policies.

The information in this job description is intended to convey the key responsibilities and requirements. It is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with the opportunity. Responsibilities are subject to change.

At Lane Automotive, we recognize our ultimate success depends on our talented and dedicated workforce. We value the contribution each Team Member makes to our Vision “To deliver the best customer experience in every market we serve.” We expect Team Members to practice values in all decisions and lead the values by action and example.

Lane Automotive Values:

Integrity: Be genuine, always do what’s right even when no one is looking

Passion: A strong feeling of excitement

Innovation: Never satisfied with the status quo

Respect: Consideration for everyone, in everything we do

Accountability: Take ownership

Lane Automotive welcomes diversity. As an equal opportunity employer, all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability, or protected veteran status.