Inside Sales Support Manager

ABOUT US:

Toray Advanced Composites is a leading supplier of thermoplastic and thermoset composite materials for the aerospace and industrial advanced composite industry. The thermoset composites from Toray Advanced Composites are used on satellites, radomes, unmanned aircraft, general aviation and military aircraft. Toray Advanced Composites also provides thermoset composites in high end industrial and recreational applications ranging from oil and gas to prosthetics to sporting equipment. We provide thermoset materials with epoxy, BMI, cyanate ester or high temperature polyimide resin matrices.

SUMMARY OF FUNCTIONS:

The Inside Sales Support Manager is responsible for managing an inside sales/customer service department. This person would manage the overall department and build relationships with customers internally and externally. The Inside Sales Support Manager will be expected to train, support, develop and motivate a team. Responsibilities include generating RMA's, estimates, escalations, managing multiple reports as well as supporting team members as needed. The Inside Sales Support Manager is expected to gather information in order to provide daily, weekly and monthly reports. This role is responsible for the implementation and management of ERP systems, procedures, and processes as they relate to the Order Entry/Order Fulfillment processes. This role will be proactive in maintaining positive customer relationships, implementing department efficiencies, and developing ongoing programs to continuously improve systems.

Please note roles and responsibilities are subject to change with or without advanced notice.

MAJOR DUTIES AND REQUIREMENTS:

• Responsible for effectively managing the Inside Sales Support team.
• Lead and develop Inside Sales Support teams' performance and maintain teamwork and morale. Empower the team to take on greater responsibility and value to customers as well as develop their skillsets as the organization grows.
• Serve as the backup for the Inside Sales Support Specialist to cover vacation/absences by supporting their accounts.
• Work closely with the quality department on any imminent RMAs and work directly with the customer on next steps which may include credits or new orders.
• Assist when it comes to estimating. Coordinate requests for quoting activities including accurate, consistent pricing and lead time information within customer's requested time frame. Prepare quotes based upon information provided by Sales and Customer. When appropriate, follow-up with customers and make order revisions to meet customer needs.
• Manage daily, weekly and monthly reports for a number of different departments to provide updates on operations, on time delivery, sales, etc.
• Serve as the point of contact for any escalations.
• Continuously look for ways to improve processes by actively participating in customer related and departmental processes/projects. Apply continuous improvement to all areas of responsibility to maximize efficiencies.
• Review purchase orders and process subsequent sales orders to ensure sales orders are complete and accurate. Provide acknowledgements and be aware of discrepancies in order information when applicable and follow-up accordingly.
• Communicate regularly with Sales, Operations, and Quality on quotes, orders, delivery and customer issues. Interface with logistics on shipping schedules to meet customer's needs.
• Understand and proactively provide accurate and timely information to customers regarding their orders, schedule changes, purchase order changes, shipping information, backlog and any additional needs.
• Administer complex purchase orders/contracts according to terms and conditions, including change management and inventory management strategies. Coordinate resolution of quality, pricing, and invoicing issues and associated internal corrective actions.

EXPERIENCE AND/OR EDUCATION REQUIREMENTS:

• High school or equivalent experience, however, Associates or Bachelor's degree is preferred.
• 5+ years of experience in Customer Service or Inside Sales is required.
• 3+ years of experience as a trainer, leader or supervisor is required.
• Experience in aerospace, composites or manufacturing is highly preferred.
• Must have experience with ERP order entry systems, preferably in a manufacturing environment. Familiarity with Microsoft Dynamics ERP systems a plus, but not a requirement.
• Ability to read, analyze, and interpret general business and government regulations as part of purchase order and contracts.
• Ability to write reports, business correspondence and procedure manuals.
• Effectively present information and respond to questions from managers, clients, and customers.
• Ability to communicate information both verbally and written in a professional manner.
• Possess a high level of attention to detail and ability to multi-task and maintain a calm demeanor.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, metric to standard unit conversions and volume.
• Experience with Microsoft Office including Excel.
• Must have the ability to analyze and present data.
• Willing to travel as needed.

SALARY RANGE: $115,000-$140,000 DOE

Toray Advanced Composites employment practices offer equal employment opportunity and does not discriminate against its employees or applicants because of race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, physical or mental disability, medical condition, sexual orientation, or any other basis prohibited by law. Equal employment opportunity will be extended to all persons in all aspects of the employer/employee relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall, and termination.