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Inside Sales Support Manager

Company Name:
IDEXX
## Description
IDEXX Laboratories, Inc. is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. IDEXX products enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and build more economically successful practices. IDEXX is also a worldwide leader in providing diagnostic tests and information for livestock and poultry and tests for the quality and safety of water and milk. Headquartered in Maine, IDEXX Laboratories employs more than 5,700 people and offers products to customers in over 175 countries.
Manages activities of Inside Sales groups supporting the sales of Company products and services and/or customer technical support for one or more Company products or services over the phone. Monitors activities and motivates groups ensuring sales, revenue and expense goals are met. Establishes service levels and supports development of department budget, operating policies and procedures.
PRIMARY DUTIES AND RESPONSIBILITIES:
Manages activities of Inside Sales groups supporting the sales of Company products and services and/or customer technical support for one or more Company products or services over the phone.
Manages and monitors activities and motivates group ensuring sales, revenue and expense objectives are met. Builds customer relationships and manages escalated/critical issues and mediates difficult customer situations. Develops and manages employees, recruits staff, and provides coaching and guidance to staff. Ensures staff training and development to improve knowledge, skills and performance. Supports development of department budget, policies and procedures.
Leads work activities of sales group, planning and organizing work, providing for adequate staffing and resources and maintaining sales efforts on schedule so that ongoing sales support objectives and customer satisfaction are achieved. Coaches group on prioritizing activities, qualifying leads and closing business. Ensures Company policies and procedures as well as marketing programs, business and other initiatives and programs are incorporated into sales efforts. Adapts rapidly to grasp key issues and develops plans to take advantage of temporary opportunities or respond to threats. Plans and assigns sales support staff in accordance with potential business growth and implementation of business strategies.
Identifies and implements strategies and efficiencies to enhance customer experience and align with business operations.
Coordinates training of department to develop sales support skills, organizational skills and product knowledge. Develops, implements and improves training, coaching and sales automation tools to enhance sales capabilities on an ongoing basis.
Communicates with other related departments including outside sales, business lines, marketing, product development and others to coordinate work, resolve issues and communicate progress, milestones, new ideas and roadblocks to achieve sales goals as needed. Provides customer feedback and other input to define and refine inside sales strategy, product strategy, new product definition, product positioning, sales programs, promotional initiatives and sales force automation tools.
Leads/contributes to sales process/other improvements based on evaluation of existing procedures and sales needs to ensure productivity and consistency in meeting department goals. Utilizes data, metrics and system tools to ensure efficiency and to maximize sales support efforts. Identifies problems, obstacles and opportunities and proactively takes action to address issues. Strives for continuous improvement.
Develops and delivers product and process training to Sales Support Employees and others. Monitors quality of Employee interactions with customers and develops and implements skill-building training.
Coordinates with business lines, finance and others to develop commission/incentive plans to maximize sales potential and align with business strategies and operational objectives.
Contributes to maintenance of internal technology, sales automation tools and systems resources within group. Coordinates with related technology areas, vendors and others as needed to resolve issues, perform system upgrades and maintain ongoing functionality.
Prepares reports and other information summarizing activities and results to improve performance of team and provide information for management. Prepares various analyses as needed to highlight issues and resolve questions.
Maintains knowledge of Company products, services, computer systems and other areas as well as changes and developments in the industry affecting sales activities. May participate in outside industry groups and forums related to business activities.
Performs other duties as assigned.
Adheres to and models the IDEXX Purpose & Guiding Principles.
## Qualifications
EDUCATION :
Bachelor's Degree or equivalent combination of education and work experience required
EXPERIENCE :
Typically 7+ years highly successful sales, customer service, product supplies and/or marketing experience involving direct and distribution channels preferably in companion animal health, biotechnology, healthcare or diagnostics, including 5+ year's supervisory/management experience.
REQUIRED SKILLS AND ABILITIES :
Management skills and ability, including performance management, feedback and personnel development.
Sales support aptitude required, with ability to promote ideas persuasively.
Goal oriented, with drive, initiative and passion for business.
Ability to develop and motivate a sales support team.
Continuous process improvement skills.
High integrity and honesty to keep commitments to Employees, Customers and the Company.
Ability to work across departments and motivate others without direct management authority.
Ability to organize, prioritize and direct work activities.
General business knowledge required, including specific knowledge of products and services sold.
Excellent customer service and business relationship-building skills required.
Reasoning, problem solving and analytical skills to resolve issues.
Project management skills and abilities.
Communication skills, both verbal and written, including strong phone skills.
Personal computer skills, including sales automation tools and Microsoft Office.
PHYSICAL DEMANDS:
Extensive sitting, phone and computer use.
Extended hours may be required.
Some travel required.
WORK ENVIRONMENT :
General office environment.
Normal office noise level, with occasional moderate noise.
No unsolicited Employment Agency resumes are accepted.
EOE/M/F/D/V
LI-ID
Job: Sales
Primary Location: Americas-United States-Maine-Westbrook ME
Organization: CAG Customer Support - SPA TSC - 30000610
Schedule: Full-time
Overtime Status: Exempt
Job Posting: May 19, 2014, 3:47:20 PM
Req ID: 10122 9

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