Director, Inside Sales & Support

ASTM INTERNATIONAL
103000.00 To 138000.00 (USD) Annually
paid holidays, sick time, tuition reimbursement, 403(b)
United States, Pennsylvania, West Conshohocken
Mar 10, 2025
Committed to serving global societal needs. ASTM International positively impacts public health and safety, consumer confidence, and overall quality of life. We integrate consensus standards - developed with our international membership of volunteer technical experts - and innovative services to improve lives...Helping our world work better. ASTM provides an excellent compensation and benefits package including: * Undergraduate and Graduate Tuition Reimbursement * Comprehensive medical, dental, vision, life and disability insurance * Paid holidays, vacation and sick leave * 403(b) plan with company match * 100% company-funded defined benefits pension plan SUMMARY OF POSITION: Incumbent is responsible for the planning, development, and implementation of an effective *Inside Sales Department* and *Technical Support Department. Competencies focus on People Management, Operations Management, Customer Relations Management, Leadership & Business Management, Fulfillment Strategy, Technical Support Strategy, and interdepartmental coordination throughout the organization. Responsible for developing training, implementing training, professional development, and manage team performances. Responsible for creating and leading teams while managing human resources to achieve established goals for effective use of information systems through training, software choice allocations and development. I. Competency Domain - PEOPLE MANAGEMENT* Identify Requirements and Execute Staffing Plan Define the roles and responsibilities required to implement an effective (call center) organizational structure and strategy Develop, implement, and manage short-term staffing and organizational planning utilizing an appropriate workforce mix (three months to one year) Implement and manage succession plans Apply the principles and best practices of recruiting, interviewing, and hiring Create and implement a recruiting plan Recruit a diverse workforce Conduct effective, legally-sound interviews Select required personnel Identify factors that contribute to (and distract from) retention Implement retention strategies Identify Training Requirements Develop and Implement Training Plans for Performance Improvement Create ongoing development opportunities Provide necessary tools and resources to support individual development Establish and apply principles of mentoring and coaching Identify job training and development needs to meet future demands (job needs assessment) Identify direct reports' strengths and development needs (individual/incumbent needs assessment) Implement and support a training strategy including delivery methods, facilitators, courseware, and instructional design/development Implement and support an orientation program (to the organization, job, team, and call center environment) Identify areas for self-development; implement self improvement plan Monitor and Manage Individual and Team Performance Implement an effective and legally-sound monitoring and coaching program Constructively address poor performance while adhering to corporate and union disciplinary guidelines Conduct effective performance reviews understanding behavioral styles Collaboratively establish performance objectives and work standards Discuss employees strengths and weaknesses Document performance review Develop, implement, and administer compensation plans within guidelines and that recognize and reward excellence Create and sustain an environment that motivates high performance, recognizes and rewards excellence of individuals and teams, and results in employee commitment Implement and administer incentive plans Identify and address issues related to managing remote staff Implement career and skill path models Develop the trust and support of others in the call center and throughout the organization Create and Lead Teams Develop and align team goals with organizational objectives Lead cross-functional teams Identify and implement strategies for building team effectiveness Model and instill team building skills (e.g., conflict resolution, role clarification, effective communication, goal setting) Leverage expertise and build collaborative relationships inside the call center and organization II. Competency Domain - OPERATIONS MANAGEMENT SERVICE AND PERFORMANCE DELIVERY Establish and Achieve Service Level and Quality Objectives Develop and execute tactics to meet service level agreements Utilize service provider assessment instrument(s) to manage vendors Develop tactics to meet service level, response time, and quality targets Maintain service to agreed performance levels and quality standards Demonstrate working knowledge of key performance indicators (not all inclusive): Average Call Value Scheduled Staff to Actual Customer Satisfaction Adherence to Schedule Service Level Average Handling Time Percent Abandoned Productive vs. Non-Productive Average Speed of Answer (ASA) Errors and Rework/First Call Resolution 4 Occupancy Forecasted Call Load vs. Actual Develop and implement mechanism(s) to track and report key performance indicator data Manage the call center to established key performance indicators Identify problems in meeting key performance indicators; resolve them to the satisfaction of customers and call center business objectives Forecast workload using statistical techniques Optimize staff and schedule requirements Develop and implement tactics to ensure contact activities meet customer and call center requirements Schedule staff to meet forecasted workload and ensure adherence to schedule Identify and apply principles and methods of quality and process improvement Align Technologies and Processes To Ensure Effective Service Delivery Optimize the call center's investment in technologies Implement call center technologies Identify key customer-related processes Implement approved new technologies and applications Ensure minimal impact to the call center and customers Ensure successful integration of new technologies and applications with legacy systems Leverage system integration opportunities to maximize service delivery Develop a call distribution architecture strategy and rationale Implement established call distribution strategy Apply Key Business Management Practices and Principles Implement a strategic business plan Develop and implement an annual operating plan Translate call center goals into project plans Manage project plans to ensure timely delivery of outcomes Establish and Manage Successful Contractual Relationships Manage contractual relationships Measure quality of contractual relationships Determine which and when issues need to be escalated and proper channels for escalation III. Competency Domain CUSTOMER RELATIONSHIP MANAGEMENT Manage Internal and External Customer Relationships Identify the dynamics and economics of customer acquisition, retention, value, and access. Align call center customers with the organization's customer segmentation Identify and quantify customer expectations and related business drivers Identify the fundamental components of delivering a positive customer experiences Implement an operational model best suited to meet customer needs and requirements of the organization Develop relationships across the organization to determine the objectives and needs of customers, and to establish appropriate customer relationship strategies Build networks of people (internal and external) to support customer relationships and experiences Maintain relationships with cross-functional colleagues to support customer relationships and experiences Collect and disseminate business and market intelligence to appropriate stakeholders Deploy technology solutions to gather and disseminate customer intelligence/information and feedback IV. Leading Others Characteristics Team Leadership: Solicits the input of others and leverages expertise through collaborative relationships Promotes a spirit of cooperation between team members Clarifies and communicates roles and expectations of team members and Develops others Creates a continuous learning environment that fosters development opportunities Identifies job development needs to meet future demands Contributes to individual's, team, and corporate knowledge Provides routine coaching and mentoring for development V. Thinking/Problem Solving Analytical/Problem Solving: Effectively analyzes causal (cause and effect) relationships Continually implements a structured process of collecting and analyzing information Develops models to conduct comparisons among alternative scenarios Identifies key parameters or considerations for decision making Gathers the relevant information to resolve a problem or issue Decisiveness: Decisions are based on an objective analysis Takes time to fully understand the implications before making a decision Makes appropriate decisions with available information when under pressure and/or adverse conditions VI. Innovation And Change Characteristics Creativity and Innovation: Uncovers opportunities Develops and implements innovative processes and/or strategies Creates an environment that fosters innovation (e.g., allows others to experiment) Recognizes and rewards creativity in others Applies ideas and models from outside one's own frame of reference Expresses the benefits and disadvantages of new ideas in business terms Change Management: Proactively recognizes situations where change is needed and initiates appropriate action with affected parties Redirects call center personnel efforts and/or adapts their approach in the face of new opportunities and or challenges Ensures that call center personnel embrace the need for change Reacts positively to change, cooperating readily with revised methods and priorities Anticipates and prepares self and team for change Risk Taking: Analyzes the implications and risks of actions from several perspectives Takes appropriate risks to see new ideas come to fruition Evaluates the impact of potential risks on an ongoing basis Supports others who take appropriate risks that fail and takes responsibility for outcome(s) Organizational Awareness: Recognizes executive issues as they relate to the call center Translates call center goals into project plans Demonstrates an understanding of the organization's informal political network and how resources get used Works effectively with senior management and manages project plans to ensure timely delivery of outcomes Demonstrates a comfort level with the rapid pace of change in the organization, technology, and/or marketplace and demonstrates the ability to multitask ASTM INTERNATIONAL REQUIREMENTS FOR SUCCESS KNOWLEDGE AND LOGIC Effectively analyzes causal (cause and effect) relationships Continually implements a structured process of collecting and analyzing information Demonstrates an understanding of how the parts of a problem are related and interact in order to create an outcome Identifies key parameters or considerations for decision making Gathers the relevant information to resolve a problem or issue COMMUNICATION CHARACTERISTICS Solicits, analyzes, synthesizes, and shares information among business units Writes in such a way as to influence the reader to take positive action Makes effective verbal presentations (includes changing language/terminology to fit audience characteristics) to individuals and/or groups Expresses written information concisely without mixed messages or double/hidden meanings Effectively uses nonverbal communication techniques Works effectively with senior management REQUIRED QUALIFICATIONS 5+ years of management-level experience in developing, managing, and applying customer relations systems, technologies, and personnel necessary for the sales and fulfillment of nonprofit association products and services, such as publications and membership 10 years' experience in all aspects of customer service in an electronic commerce environment Experienced in directing up-selling and cross-selling Proven ability to understand customer needs and how to satisfy them at a high level Excellent leadership, communication, and interpersonal skills 4 year college degree PREFERED QUALIFICATIONS Extensive management-level experience in developing, managing, and applying customer relations systems, technologies, and personnel necessary for the sales and fulfillment of nonprofit association products and services, such as publications and membership Experience in all aspects of customer service in an electronic commerce environment Experience in directing up-selling and cross-selling Thorough working knowledge of customer relationship management development, systems, technologies, and applications Working knowledge of using models to conduct comparisons among alternative scenarios using multiple variables (e.g., product demand, price, competition, margins) Ability to make appropriate decisions with available information when under pressure and/or adverse conditions MBA or equivalent experience, preferred This job description is not intended to provide an all-inclusive listing of related job activities. Associates may be requested by management to perform other related activities in place of or in addition to those representative activities noted in this job description. ASTM International is an Equal Opportunity/Affirmative Action Employer Minorities/Females/Disable/Veteran