Inside Sales Manager

At Conductix-Wampfler, we are committed to engineering mobile electrification solutions for industries. In developing world-class products, we've also created a world-class inside sales team of passionate, intelligent, and hardworking individuals dedicated to solving our customers' challenges with the right solutions. We're missing one crucial element – a leader who can guide our team to success while keeping sight of the bigger picture. Could that manager be you?

Are you a proactive leader with a passion for customer service, sales operations, and team development? We are seeking a dynamic and experienced Inside Sales Manager to lead and optimize our Inside Sales team. In this role, you will drive customer satisfaction, improve sales processes, and support team development, ensuring seamless operations and exceptional service.

Key Responsibilities:

• Lead a team of 10–15 Inside Sales professionals, driving excellent customer service.
• Manage quoting, call distribution, and customer escalations.
• 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.
• Occasionally travel (≤10%) for training, trade shows, or customer visits.

Requirements:

• 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.
• Travel to customers or trade shows may also be required on occasion. Total travel is expected to be less than 10%.

If you are a hands-on leader with a passion for customer service and team development, we encourage you to apply!

Conductix-Wampfler offers a great starting wage, with health, dental, and life insurance, 401k plan, paid vacation/personal time and holidays, profit sharing and tuition reimbursement program.

Drug-free workplace/EOE

See full job description below:

SUMMARY

The Inside Sales Manager (ISM) leads and optimizes SMO USA’s Inside Sales operations, driving customer satisfaction, process efficiency, and team development. This includes driving customer satisfaction, optimizing quoting practices and tools, overseeing Automated Call Distribution (ACD) systems, and ensuring adherence to related procedures and work instructions. The ISM achieves these objectives in collaboration with the Customer Care Manager. Additionally, they lead their team and support the broader SMO organization in delivering world-class customer service to SMO USA’s customers, prospects, outside sales force, and intercompany accounts.

LOCATIONS

This is an on-site position based in Omaha, NE, requiring full-time, in-office attendance (Monday–Friday)

ESSENTIAL DUTIES and RESPONSIBILITIES include the following (and any other duties that may be assigned):

• Customer Service & Sales Operations
  • Ensure the team delivers world-class customer service while adhering to sales procedures.
  • Maintain appropriate staffing levels to manage call volumes and quotes effectively.
  • Serve as the primary escalation point for complex and unresolved customer issues, driving swift resolutions to enhance customer satisfaction and minimize disruptions.
  • Oversee and administer the Preferred Customer (‘Platinum’) program, ensuring continuous improvement and alignment with customer and business needs.
  • Proactively address customer inquiries, escalations, and internal requests with urgency to ensure seamless operations.
• Process & Performance Optimization
  • Utilize data analytics to monitor team efficiency, optimize sales processes, and enhance service levels through system improvements.
  • Collaborate with the Customer Care Manager to refine the Automated Call Distribution (ACD) system, including staffing, queue assignments, and performance monitoring.
  • Enhance the physical work environment to support high-quality service and team productivity.
• Talent Management & Development
  • Recruit, hire, and retain top talent in partnership with HR.
  • Conduct regular performance reviews and provide feedback.
  • Make recommendations on promotions, salary adjustments, and personnel decisions.
  • Collaborate with the Director of Sales on strategic planning, succession, and organizational development.
• Training & Coaching
  • Provide training and coaching in customer interactions, CRM utilization, quoting solutions, and issue resolution.
  • Collaborate with the Learning Management Coordinator to provide product, system, and soft skills training.
• Collaboration & Continuous Improvement
  • Share best practices with teams in Canada, Mexico, Latin America, and Brazil.
  • Gather feedback from internal and external stakeholders to improve service quality.
  • Participate in trade shows or customer visits as needed (travel <10%).
• Core Values Commitment: Uphold the company's Core Values of Caring, Adding Value, and Teamwork.

Communication Skills:

The ideal candidate will possess exceptional written and verbal communication skills, critical for daily interactions with Inside Sales, Outside Sales, other departments, and customers. The role requires troubleshooting, effectively communicating, and resolving issues in collaboration with other parties.

• Microsoft Outlook: Proficiency in Microsoft Outlook is essential, as it is the primary communication tool with both internal and external customers. The candidate must be capable of composing emails independently without reliance on pre-written scripts.
• Microsoft Teams: The candidate should be comfortable using Microsoft Teams for daily communications, including chat functionality, video calls, and screen sharing.

Tools/Software Proficiency:

• Microsoft Excel: The ISM must be highly proficient in Excel using formulas such as VLOOKUP, COUNTIFS, AVERAGEIFS, etc.
• CRM: The successful candidate will proficiently navigate and utilize a comprehensive, internally developed Customer Relationship Management (CRM) system.

SUPERVISORY RESPONSIBILITIES

This position supervises all Inside Sales personnel (~10 – 15) within SMO USA.

EDUCATION and/or EXPERIENCE

A bachelor's degree in business management or a related field is required.

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, and the ability to compute rate, ratio, and percent.
• Ability to draw and interpret graphs on Excel and similar software packages.

CERTIFICATES, LICENSES, REGISTRATIONS

• None

PHYSICAL DEMANDS

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently uses a computer keyboard and mouse. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds and very occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus to work on a computer monitor.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate (ringing telephones, pages, several people conversing at once, etc.)

INSIDE SALES MANAGER (ISM) CANDIDATE QUALITIES/REQUIREMENTS

Location

The Inside Sales Manager must work out of the Omaha, NE, office five days a week.

Who are we looking for?

A highly organized, self-starting leader with management experience who leads by example—ready to roll up their sleeves when needed, yet skilled at delegating to empower their team effectively. They excel at managing time effectively, developing actionable plans, and are eager to learn products. They can analyze data, extract key insights, and communicate findings clearly.

Managing the Team

The Inside Sales Team consists of 10 people with experience ranging from less than a year to over 20 years. The team follows a hybrid work-from-home policy: They need to be in the office at least three days a week, but they can choose the day.

The team has roles that are more “generalists” and roles that are highly specialized.

Communication / Open Mind / Challenging Situations

The ISM will need to have excellent communication skills, both written and spoken. There are many complex/challenging issues. The candidate needs to be comfortable going into a situation with an open mind and an eagerness to get to the root of the problem without letting preconceptions get in the way.

 “Ability to define problems, collect data, establish facts, and draw valid conclusions.”

We don’t have an “escalation desk,” so if customers have a problem, they generally get involved and either delegate to their team and assist or handle the situation themselves. This can require the ISM to dive deep into the situation and get to the root cause of the situation. They cannot pass the issue to a team member and hope it gets done. Trust but verify.

Conductix uses Microsoft Teams constantly. We use the chat functionality all day long, and are often involved in Teams Video calls. The candidate must be comfortable using Teams, especially on video calls and screen sharing.

Reporting

The candidate must regularly pull data, build reports, and use the findings to act or inform the business. They need to be comfortable with things like calculating profit, percent increases, etc.

Tools/Software

SAP: The ISM candidate doesn’t need to have previous SAP experience, but it would be a bonus. As an ISM grows in the role, they will likely inherit one to four key accounts to manage. Those key accounts will have special pricing which is managed in SAP. Having SAP experience will help them become more self-sufficient.

Analyzer: We have a database/cube software called “Analyzer” (not sure of the actual branding) that an experienced ISM will use constantly. This software allows the user to quickly pull data from various sources in just about any way they need. There are thousands of ways to use this tool. The ISM will use this tool to help determine customer pricing and identify products that customers purchase so they can determine how to better support them. In general, use the tool to answer questions that come up.

Microsoft Excel: The ISM will pull monthly report data for their team. All of these reports are done in Excel, and some include formulas like COUNTIF(S), SUMIF(S), and VLOOKUP. It is critical that the ISM have a strong grasp of Excel so they can pull these reports (and the other multitude of Excel sheets we use) in an efficient manner.

CRM: We have a very strong, homegrown CRM system. The candidate needs to be comfortable with pulling data, creating customer accounts, creating basic quotations, reviewing quotations, etc.

JIRA: We use JIRA for many different projects, but the ISM will be using the tool in relation to managing their direct reports Engineering Requests. This tool can be taught fairly easily, so previous experience here is only a bonus.

Travel/Customer Visits

There is no set travel schedule for the ISM; however, at times they will travel with District Sales Managers (DSMs—outside sales) to build relationships and see applications in person. There may also be opportunities for the ISM to attend/work trade shows. We have a plant in Harlan, IA, that will need to be visited early on for training. At most, the ISM will travel four to five times a year.

Establishing Objectives

The ISM sets objectives for their direct reports and will work with the Sales Director to set their own objectives annually. These should be S.M.A.R.T. objectives that can either help push the business forward, help with team member growth, or help make the business more efficient.

Mechanical Aptitude

Our products are very mechanical in nature, and having a good mechanical aptitude makes learning them and the applications they go into far easier. Much like the SAP tool, this aptitude is not a requirement, but having it will give the ISM a head start in the role.