Overview
We are seeking a highly skilled and innovative Customer Experience & Inside Sales Manager to join our dynamic team.
EDAC makes some of the most complex and innovative interconnect products in the world. Recognized as a global leader, EDAC provides design, manufacturing and logistics solutions, delivering superior quality and customer service to global distribution channels and Original Equipment Manufacturers (OEMs) in computing and storage, medical, aerospace, industrial, communications networks, consumer and clean technology sectors.
Job Role Includes:
Champion providing an exceptional customer experience
- Champion the voice of the customer throughout the organization, ensuring customer needs, expectations, and feedback are understood and actioned.
- Lead the inside sales team in delivering responsive, professional and proactive support that consistently exceeds customer expectations.
- Identify process improvement and remove obstacles that negatively impact the customer experience by collaborating with sales, engineering, supply chain and finance.
- Establish a culture where every customer interaction reinforces the EDAC Group's reputation of being easy to do business with, supportive and enjoyable to interact with.
Inside Sales Leadership
- Lead, coach & develop the inside sales / customer service team.
- Lead recruitment, onboarding and training of inside sales.
- Establish clear goals and accountability for the team and individuals.
- Identify & implement the optimal structure for the team in conjunction with the VP EDAC Americas to maximize growth, efficiency & customer experience.
Inside Sales Team Operations
- Oversee quotation management, order management, design registration management and customer support activities including RMA’s, stock rotations, quality issues, ensuring great execution.
- Ensure pricing policies are followed. You are the escalation point and decision maker for pricing exceptions within guidelines, involving Business Development Managers (BDM) when warranted, ensure margins expectations are met.
- Manage lead routing and follow up activity.
- Manage territory assignment to support sales effort and new customer onboarding and assignment.
- Act as escalation point for complex customer situations, complex commercial matters, supply chain, quality, engineering challenges within the team. Work closely with other functional areas resolve and improve outcomes.
- Develop, maintain and improve Standard Operating Procedures, training material and documentation to maximize team effectiveness.
Sales Growth
- Support revenue growth by maximizing quotation conversion, follow up activity and customer retention.
- Analyze customer and sales data to identify trends and opportunities for growth. Take proactive action to realize opportunities with support of BDM team.
- Partner with sales leadership to influence strategy, execute growth initiatives to assist in customer expansion and development activities.
Business Performance & Continuous Improvement
- Establish and monitor KPI’s, customer service, inside sales, and customer experience.
- Participate in cross functional projects such as enterprise resource planning (ERP) implementation and business process improvement.
- Lead continuous improvement initiatives within the department to improve efficiency and customer outcomes.
- Be a expert on the systems and tools used within the department.
Language Requirements
- Fluent in written and spoken English
- Mandarin speaking is optional
Schedule Expectations
- Day shift - 8:30am - 4:00pm
- Ability to work flexible hours to meet deadlines
- In-person onsite work environment
Benefits
- Dental care
- Disability insurance
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- Vision care
Salary
Pay: $95k - $105k CAD per year
Company Description
The EDAC Group of Companies unites four established brands, EDAC, NorComp, MH Connectors, and Northern Technologies, known for reliable products and responsive service. With 60 years of experience, the group focuses on manufacturing interconnect solutions used in robotics, industrial automation, and medical applications where performance is critical. EDAC offers a broad range of standard products as well as fully custom connectors and cable assemblies. By supporting customers from concept through production, the group enables innovation with dependable, high-quality solutions. The company continues to grow while maintaining a strong commitment to customers and product excellence.
