Now Hiring - Lumens - Retail Sales Manager, Consumer Sales in Sacramento, CA

The Opportunity:

Lumens is seeking a solutions focused Consumer Sales manager who will act as a key liaison with other departments to manage and resolve operation and customer satisfaction issues, assist consumer sales representatives with questions and process understanding, offer suggestions for improvement that benefit the department and our customers, coordinate closely with other sales managers in the planning and execution of team activities and maintain required daily coverage in the phone and chat queue. This role plays a key role in the overall success of the sales team.

Responsibilities:

• Lead a team of 10+ consumer sales agents to overachievement of sales targets
• Push proactive sales engagements with our customers
• Explore new opportunities for leads and sales engagement
• Actively manage and help team close sales
• Collaborate with leadership team and business partners to accomplish short and long-term workload goals
• Forecast and manage daily staffing requirements
• Research complex customer issues related to ordering, fulfillment, tracking and returns and resolve to maximum customer satisfaction within company guidelines
• Demonstrate complex and creative problem solving
• Monitor daily performance of agents and direct and coach as appropriate
• Manage attendance, timekeeping, and performance regularly. Provide coaching and corrective action as needed to meet and exceed performance standards
• Participate in the recruiting, hiring, and training of new employees
• Manage daily operations of the Consumer Sales team
• Coordinate scheduling and adherence to ensure adequate daily coverage for business needs
• Provide overflow support, as needed, for the call and chat queue
• Assist team with resolution of sale operations related tasks such as product data issues, website errors, helpdesk tickets
• Manage complex or escalated customer related issues and escalate to sales manager as needed
• Act as a liaison between different departments to streamline sales process (CS, Returns, Order ops)
• Participate in the planning and execution of activities such as team meetings and trainings
• Participate in coaching and performance feedback for the Consumer Sales team

Key Performance Metrics:

Qualifications:

• Bachelor's Degree or equivalent combination of experience and education
• 3-5 years of sales experience
• Microsoft Office and Excel skills are essential
• Knowledge of CRM (Netsuite) preferred
• Call center operations and workforce management knowledge strongly preferred
• Self-driven with the ability to prioritize, plan, and manage multiple tasks and accomplish goals within specified deadlines
• Strong leadership skills with the ability to get results through others
• Communicate effectively across functions in the organization
• Collaborate with team members
• Work professionally with upper management, team members and all levels of the organization
• Provide training and education as it relates to key responsibilities

The Company:

Lumens is Enlightened by Design. We’re excited by design, too. We travel the world to find everything from authentic and iconic pieces, to the latest in contemporary interior décor, all sourced from global design brands, including exclusive pieces you won’t find anywhere else. And we’re always looking for fellow design enthusiasts to join our team.

Lumens.com launched in 2004 with one goal in mind: to be the best place to shop for lighting, fans, furniture and accessories for people who love modern design. Since then, Lumens has become an established ecommerce pioneer and leader in lighting and mid-market and luxury home goods, offering a best-in-class customer experience with a service team composed of American Lighting Association-certified lighting and design enthusiasts serving trade professional, residential and commercial customers.

Today, Lumens is an innovative company at the forefront of good design, poised for growth with the backing of Design Holding and strategic links to world-renowned design brands Flos, Louis Poulsen, B&B Italia, Maxalto, Menu, by Lassen, Azucena and Arclinea. We’re looking for top talent with a shared vision around bringing the world’s best design products to discerning customers while seizing the opportunity to make a difference and impact the direction of the company. We are obsessed with our customers, play to win and believe in a great today and even better tomorrow. We are enlightened by design, and the future is bright at Lumens.

Location: Sacramento, CA / Remote for the right candidate

Compensation: $64,000 - $115,000

Benefits: access to health benefits + 401k + 3 weeks annual paid time off