Now Hiring - James Duff Inc. - Professional Services Sales & Customer Experience Manager in Knoxville, TN

Full description of the position

Ready to join a team that talks Broncos all day long and is truly passionate about what we do?! Duff’s is hiring! We’ve got an immediate need for a Sales and Customer Experience manager and are accepting resumes for other positions because we are always looking for good people to join our growing team!

Knoxville, Tennessee is centrally located to over a dozen off-road parks within just a few hours to satisfy your wheeling urges; at the foot of the beautiful Smoky Mountains with fishing, hiking, and hunting along with a good 4 season climate.

Job Title: Sales & Customer Experience Manager
The Sales & Customer Experience Manager is responsible for planning, implementing and managing the company’s sales & customer experience strategy and day-to-day operations.

The primary duties of this position are to ensure secure, accurate, timely, and efficient sales & customer service operations. This is a working management position, which means you will be actively working within the department as part of day-to-day operations. This position must be ambitious and self-motivated: setting daily goals & objectives for your team, coaching & mentor employees (as needed), and embracing a continuous improvement mindset.

Position Reporting:
This position is a key member of the James Duff (JDI) Sales team reporting to the General Manager. All personnel in the sales & customer service area will report directly to this position.

Areas of Responsibility:
Maintaining, operating and leading the sales and customer experience areas. Provide support to all business functions that encompass the overall customer experience, including but not limited to:

• Plan and implement overall Sales & Customer Experience strategy
• Oversee all aspects of the company’s sales cycle, team & processes, including providing support, coaching and training for all members of the Sales team
• Promote the James Duff (JDI) & Duff Tuff brands in a way that builds the brand, exemplifies the tradition of the brands and best serves our existing & target customers
• Continuously monitor parts catalog to ensure pricing and margins are profitable for the business.
• Manage parts/products shortages in conjunction with Purchasing Department
• Maintain the Sales department and front office in a clean and orderly manner, one that best represents our company & brand.
• Manage showroom inventory to maximize sales and customer satisfaction, while balancing against the company’s inventory carrying costs & profitability Oversee routine housekeeping tasks that maintain and enhances the cleanliness of products and the retail sales area.

• Manage front counter, including walk-in customers; oversee the prescribed cash, credit, and check processing procedures of James Duff. Processes, warranties, and new return merchandise as required at a point of sale.
• Follow up on shortages and expedite by reporting to the Purchasing Department.
• Work closely with the leadership team and the creative department to maintain and expand the James Duff brand and move JDI into the next 50 years.
• Ensure accuracy and timeliness of order processing, customer returns,

scheduling follow-ups/callbacks, tech. calls, and addressing customer inquiries or correspondence. Identify and implement timely solutions for customer complaints and issues impacting the customer experience Oversee, enhance and expand the JDI builders’ program*

• Work collectively with the customer and other departments to process customer returns in a timely manner
• Coordinate with Web Team to ensure website & online marketing provides the best customer experience and information needed to support our products
• Manage backorders to ensure timely fulfillment of delayed order/shipments
• Define best practices for increasing sales and industry-leading customer service
• Build and maintain professional relationships with all internal and external team members (JDI employees, customers, partnered vendors, etc.)Experience, Skills & Physical Requirements:This position requires the employee to sit and stand for extended periods of time and lift boxes/products in excess of 60lbs. (Note: Some of our products are large in dimension and/or heavy). The employee must be able to frequently bend, stoop, crouch, reach, and handle materials, products and boxes, thus unrestricted use of both hands is required. Employee will need to be comfortable working in a detail-oriented, customer-focused, fast-paced environment. Ideal candidate must have previous sales & customer service experience.

*

• Strong interpersonal and communication skills
• Excellent organization and administrative skills
• Integrity and steadfast coaching & leadership skills
• Exemplary customer care skills
• Good analytical and problem-solving skills
• Strong computer skills
• Detail-oriented and multitasking skills
• Continuous improvement mindset

Qualifications & Know-how:

• Associates degree or technical certificate preferred
• High School diploma (or equivalent) required
• 5+ years sales management experience is required
• Graduation from manufacturer parts program is a plus
• Strong knowledge of the Ford Bronco and/or the Off-Road Parts Industries is preferred
• Hands-on experience with ERP, CRM or enterprise software
• Experience with budgeting, evaluating sales trends/performance and

departmental reporting Excellent leadership skills*

• * Critical thinker and problem-solving skills

*

• Team player, including creating and nurturing a positive team culture
• Strong time-management skills
• Great interpersonal and communication skills (written & verbal)
• Knowledgeable and/or experience in merchandising is preferred

Work Schedule:

Monday – Friday: 8:30am – 6:00pm [~45 hours/week].
Overtime and/or weekends may be required based on workload and sales demands

Compensation:
Salary: TBD - based on knowledge, experience, and skills

Benefits:

• Full-time, salaried position
• Medical plan and holidays (after 90-day probationary period)
• Retirement Program: Simple IRA w/ company match (after 90-day probationary period)
• Vacation: one (1) week paid time off after a year
• Employee discounts on JDI parts & parts available from our vendors (great benefit for any car enthusiast)

Job Type: Full-time

Pay: $40,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Education:

• High school or equivalent (Preferred)

Work Location: One location