Job Description

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JOB SUMMARY:

The Direct Sales Administrator (Direct Sales Admin) works closely with the Direct Sales Manager on different duties related to the Direct Sales Teams, ensuring that staff and customer needs are being met and with the ultimate goal of giving the Direct Sales Manager time needed to work closely with the sales teams. Duties to include consolidating/distributing data, managing lead distribution, running reports, and responding to emails. The Direct Sales Admin will also help measure and consolidate customer-centric metrics and other KPIs to analyze departmental efficiencies or inefficiencies.

KEY TRAITS AND CHARACTERISTICS:

· Able to focus on the big picture while being passionate about every minute detail.

· An excellent communicator and motivator comfortable working with cross-functional teams

· A true Problem Solver - can think holistically and present scenarios to solve the problem at hand.

· Comfortable operating in ambiguity. Apply process where it creates value and design processes where necessary.

KEY RESPONSIBILITIES:

• Oversee Team Members' performance metrics with Departmental Directors to ensure program(s) productivity, quality, and customer satisfaction/client performance objectives are met and performed in an efficient manner.
• Track team goals and metrics.
• Distribute leads and track engagement/conversion rates.
• Researching and approving lead transfers
• Assist in preparing data for performance reviews and one-on-one meetings with Team Members to evaluate against KPIs.
• Prepare Direct Sales performance reports by collecting, analyzing, and summarizing data and trends.

· Using data collection tools, track and report website traffic, phone volume traffic, sales targets, and sales agent performance.

• Review operational reports daily.
• Provide regular feedback to the Direct Sales Manager regarding current operational performance.
• Maintain and improve Direct Sales operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and managing system and process improvement and quality assurance programs.
• Researching/verifying Credit Memos, SROs, and RMAs
• Maintain a firm understanding of products and services.

· Answer incoming overflow inbound calls and act as the first point of contact when sales agents are busy handling other calls.

· Route calls to the appropriate sales agents and departments.

• Handle overflow live-chat sessions as needed.
• Assist in providing superior customer service to both internal and external customers.
• Answer and route calls, take messages, provide information, and direct calls to appropriate staff as necessary.
• Responsible for managing call volumes and ensuring that the queues are appropriately staffed and that call routes are maximized for efficiency.
• Assist in managing hours and scheduling for the Direct Sales team to ensure all shifts are covered; Direct Sales has a 7:00 a.m. to 4:30 p.m. Monday through Friday schedule.
• Monitor key performance indicators for each Direct Sales colleague and implement tangible plans to improve results.
• Assist in developing and maintaining departmental procedures as necessary to enhance staff training.
• Work closely with the management to ensure Direct Sales personnel effectively evaluate and serve customers' total needs (existing and potential customers).
• Build and foster a healthy working environment based on teamwork.
• Perform other duties as required.

REQUIREMENTS AND TECHNICAL COMPETENCIES:

• Minimum High School diploma or GED required; bachelor's degree or higher preferred and/or relevant work experience equivalency.
• Minimum 2 years of administrative assistant experience in a fast-paced environment.

· Strong computer skills including MS Office (Word, Excel, Outlook), MS Teams, Zoom, general internet use, and Windows-based software and databases.

· Must be able to type 45-60 WPM with 100% accuracy.

• Proven ability to gather and analyze qualitative and quantitative feedback and KPI data to assess program success.
• Influencing and negotiation skills - Collaborate with cross-functional teams to influence program development, design, and execution based on program metrics and analysis.
• Ability to analyze processes and develop valid solutions to resolve issues at hand.
• Ability to address concerns in a consistent and fair manner across multiple programs.
• Ability to maintain the highest level of confidentiality.
• Excellent judgment, reasoning, and problem-solving skills
• Ability to influence outcomes and juggle multiple priorities in a fast-paced environment.
• Excellent judgment and conflict-resolution skills
• Ability to make independent decisions in a changing environment and anticipate future needs.
• Energetic, flexible, collaborative, and proactive
• Exceptional written, oral, and interpersonal skills

WORK ENVIRONMENT and PHYSICAL DEMANDS:

· This job operates in a professional office environment and is typical of a call center and distribution operation.

· Will have access to confidential information and required to abide by BendPak Inc.'s privacy policies and regulations concerning this information.

· This role routinely uses standard general office equipment such as computers, phones, photocopiers, filing cabinets, fax machines, and various computer software programs.

· Required to sit, stand, walk, climb stairs, touch, see, and hear; occasionally operate machinery.

· Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

· Must regularly be able to operate a mouse, keyboard, telephone, and any other computer-related equipment

· Must have vision abilities to operate computer and phone systems.

· Employee must have the ability to complete product training which can include but is not limited to hands-on training.

· Lifting ability of 40-50 lbs. and physical demands including but not limited to: standing squatting, operating machinery, and performing repetitive motions.

Job Type: Full-time

Pay: From $16.00 per hour

Expected hours: 39 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus opportunities

Education:

• High school or equivalent (Required)

Experience:

• administrative Assistant: 2 years (Required)
• Data entry: 2 years (Required)
• Computer operation: 2 years (Required)
• Computer skills: 2 years (Required)
• Typing(45 WPM): 2 years (Required)

Ability to Commute:

• Theodore, AL 36582 (Required)

Ability to Relocate:

• Theodore, AL 36582: Relocate before starting work (Required)

Work Location: In person

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