Manager, Sales Center

Work Mode: Remote

Location: Remote with visits to HQ at Kohler, WI

Opportunity

The Manager, Sales Center is an exciting role responsible for the execution of the Inside Sales strategy, B2C and B2B sales operations to achieve a delightful sales experience for Kitchen and Bath North America. This position reports to the Business Director – Customer Care, Genuine parts. This role collaborates with the digital agile teams to enable world class capabilities that drive brand affinity. The position will drive a Brand Ambassador Culture, account management, and sales targets for products and services. This position leads, manages, and trains a dedicated team of Inside Sales Representatives handling consumer contacts (phone, chat, email) for Kohler Brand fixtures and faucets. Responsibility includes ownership of the business processes for capturing sales leads using Salesforce.com, supporting eCommerce initiatives, order management, and partnering with omni-channels to drive sales.

Specific Responsibilities

• Sales Center Organization

• Responsible for the execution of the B2C and B2B inside sales function, KPI’s, and support of VIP customers.

• Lead, manage and train a Team Leader and 12+ associates on product, systems, selling, and account management.Enable a highly engaged sales and service minded organization that provides a world class customer experience.

• Collaborate with marketing teams to leverage adavanced analytics to implement marketing initiatives by customer segments to generate qualified in-bound leads and sales conversion.

• Build relationships across the KBNA sales organizations to drive lead sharing and new direct sales opportunities.

• Develops and implements compensation management systems to incentivize selling.

• Deliver a world class consumer sales experience for customer contacts related to pre-sale, solution selling, and post-sale product satisfaction.Enact processes to drive scalable sales while maintaining customer satisfaction targets.

• Develop the organization structure, recruitment, and training programs for associates to support the customer sales strategy.

• Drive strategies in customer experience management and omni-channel to be available for consumers when they want and how they want to shop(i.e. Web self service, where to buy, on-line part ordering, chat, payment options)

• Collaborates with the supply chain on order management to enable and unlock revenue while also providing post-sale customer satisfaction

• Partner with supply chain to manage large job orders as required in terms of lead time, supply planning, and shipment.

• Resident expert in technology and driving digital capabilities integrated with Kohler.com and order management.This position owns the technology capabilities of the Sales Center (i.e. Salesforce.com Lead and Opportunity Management, Lead Scoring, Workforce Management, CTI, live chat, chatbot, PCI compliance).

• Use advanced analytic tools to track metrics related to lead acquisition, lead follow ups, sales conversion, and customer satisfaction (NPS) to drive continuous improvement and goal attainment.

• Drive processes to support solution selling product application solutions (showering), design services, installation services, service parts and accessories.

• Build processes to capture Voice of Customer data through surveys and direct consumer contact.Drive VOC data collaboratively back into the functional areas to improve the customer/ consumer experience, control costs, improve training, and associate retention.

• Lead and collaborate with the Kohler India team to manage efficiency in current operations and drive 5-year strategy on people, process, technology.

• Present and lead quarterly business reviews, and drive business justification for continued expansion in technology and selling capability.

Skills/Requirements

• A Bachelor’s degree is required, preferably in Business Administration, Marketing, or Sales.

• MBA is preferred.

• Must have at least five years’ experience that include Sales, Digital Technology, Customer Service, Business to Consumer, and customer relationship management.

• Prior management of cross-functional teams and operations is essential.

• Prior experience in new business development preferred.

• Must have solid problem solving, leadership, and collaboration skills.

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

The salary range for this position is $113,000 - $143,950. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. Available benefits include medical, dental, vision & 401k.

Why Choose Kohler?

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us

It is Kohler’s policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact kohlerjobs@kohler.com . Kohler Co. is an equal opportunity/affirmative action employer.