Tools Sales Manager (Sales)
Join our Customer Experience team and be part of a dynamic environment where youll help jewelers worldwide create unforgettable moments for their customers! The Proactive Sales and Service team is responsible for resolving customer issues, selling, and promoting tools and equipment to jewelry stores, designers, and manufacturers.
We are seeking a dedicated and organized Tools Sales Manager to join our Tools Tech Sales & Customer Service team. In this role, you will oversee a team of sales and service representatives responsible for selling a wide range of jewelry-making tools and equipment. Your responsibilities include managing, motivating, and developing your team, supporting their training, and ensuring they effectively assist customers. You should have or be able to quickly develop a strong understanding of the jewelry industry, the sales process, and the products involved.
Key Responsibilities:
Provide direct supervision to a team of customer service representatives and sales associates, ensuring that daily operations run smoothly. Offer guidance and assistance as needed to help the team achieve goals and maintain high service standards.Oversee the accurate completion of timesheets and ensure schedules are properly managed, ensuring adequate team coverage while balancing team member availability and business needs.Monitor and manage the call queue, ensuring timely and efficient customer service response times. Provide support during peak times or when high call volumes are experienced.Review and analyze team performance metrics, including sales targets, customer satisfaction scores, and service level agreements. Provide insights and recommendations for improvement and report regularly to senior leadership.Handle minor customer service escalations, providing timely and effective solutions. Collaborate with senior leadership on more complex issues when needed.Foster a collaborative, positive work environment that encourages teamwork and professional growth. Assist in training new team members and supporting the development of existing staff.Report to senior management on team performance, customer feedback, and operational challenges. Ensure that daily team operations are aligned with broader organizational goals and strategy.
Basic Qualifications:
3+ years of experience in customer service, sales, or a related field, preferably within the jewelry industry or a retail environment. 1+ years of experience in a leadership or supervisory role, managing teams and providing operational support. Strong communication and interpersonal skills, with the ability to effectively interact with team members and customers. Proven ability to manage and resolve customer service issues in a professional and timely manner. Familiarity with performance metrics, timesheet management, and scheduling tools. Ability to work in a fast-paced environment and handle multiple tasks simultaneously. A passion for the jewelry industry and a commitment to delivering exceptional customer service.
