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28 May 2022

Full-Time Group Sales Lead Specialist

Gabriel.Castellanos – Posted by Gabriel.Castellanos Reno, Nevada, United States

Job Description

Role: Group Sales Lead Specialist

Team: Wholesale Dealer Service

Location: Reno, NV

COVID-19 Vaccinations: Patagonia requires all employees to demonstrate proof of receiving a COVID-19 vaccination as a condition of their employment.

The Lead Group Sales Specialist will be the first point of contact for Group Sales Specialists in need of business-related support and guidance. They will be responsible for managing a service territory, order maintenance, returns, repairs, and other inquiries. They will be part of the Group Sales phone queue and will be available to address escalated service issues via phone or email. They will assist in phone and territory coverage oversight for the team. The Lead will work closely with the Sales Team to ensure alignment in policies and procedures. The Lead will identify and provide improvements to workflows. They will assist the Training and Data teams with creating best practices and training materials for the Group Sales team. They will provide relevant topics and talking points to the weekly meetings and may be required to lead when Wholesale Manager and/or Supervisor are not present. They will develop expert level knowledge of the Group Sales business to support fellow Specialists.

What You’ll Do

Customer Service

  • Provide exemplary service to customers, Sales Reps and other contacts by inbound phone calls, D365 CE or email correspondence.
  • Work with Group Sales Specialists to troubleshoot unique service issues as they arise.
  • Liaise with Management, Customers, Sales Reps, various Warehouse Teams, and Accounts Receivable to ensure orders are accurately and promptly processed.
  • Monitor inventory fluctuations and understand systems logic to ensure optimal order fulfillment.
  • Review and process incoming Group Sales applications.
  • Conduct daily, weekly and monthly order checks to ensure accurate and timely delivery of product.
  • Develop and maintain high level proficiency in Microsoft D365 F&O and CE, Workday, Phone Platforms, Power BI, Tableau, SmartSheets, Microsoft Outlook, Excel, and PowerPoint.
  • Complete assigned tasks and projects in a timely manner.
  • Manage regional and territory responsibilities to ensure an optimal and consistent level of service.
  • Conduct order maintenance as it pertains to the wholesale business model.
  • Facilitate the new account process with the Sales and Data teams.
  • Accurately and professionally relay operational parameters to customers as it pertains to Group Sales.
  • Provide alternative style and/or color suggestions to customers.
  • Resolve shipping issues by coordinating with clients, shipping providers, and the Patagonia shipping team.

Leadership

  • Support the Group Sales Supervisor with daily phone and workload coverage.
  • Resolve escalated customer service situations.
  • Monitor the Group Sales phone queue to ensure adequate daily coverage.
  • Coordinate large scale client outreach as it pertains to the Group Sales business.

Who You Are

  • Approachable – Creates an environment where Specialists feel comfortable asking questions, can learn from mistakes, voice their opinions, and ask judgment-free questions.
  • Engaged – Practices emphatic “active” listening, being fully present in one-on-one and team meetings.
  • Solutions based – Able to identify improvements to workflow and establish steps to solve the issue.
  • Optimistic – Understands the importance of maintaining a positive attitude and effectively navigating through tough situations.
  • Leader – Thrives as a role-model for others. Understands how to gain trust and constructively act on training moments.
  • Customer Service Focused – Excels in putting the customer first. Able to deescalate tough conversations and effectively navigate challenging situations with a positive attitude.
  • Team-oriented – Thrives in an environment of collaboration and offers support to co-workers.
  • Digitally and Technically Adept – Develops strategies for the effective use of new technology to deliver change. A role model and innovator when presented with new technology.
  • Organized and Detail Oriented – Understands how to prioritize workload, establishing a consistent and effective workflow.
  • Agile – Leans in to change. Prepares and guides a team through various organizational updates.   
  • Decision-maker – Confident making decisions, comfortable delegating opportunities to team members, recognizes when to involve other leaders.
  • Inclusive – Creates a work environment in which everybody feels welcome. Ensures every employee is treated equally, respectfully and has the same opportunities and resources to participate and thrive.

Experience You Bring

  • In depth working knowledge of Patagonia Group Sales, preferred
  • Experience in the Wholesale department; Patagonia Wholesale department experience preferred
  • 1+ years of leadership experience
  • 3+ years of customer service experience
  • Experience on an account management team with heavy emphasis on in-bound phone, CRM and email communication
  • Proficient in Excel, Outlook, D365 F&O, Power BI, WM, Microsoft Teams
  • Facilitation and training of new systems preferred
  • Proficient in Tableau, D365 CE preferred
  • Bachelor’s Degree preferred

Physical Requirements

  • Able to sit for extended periods of time looking at a computer screen.
  • Must follow all warehouse safety requirements.
  • Domestic travel opportunities may be presented in the future

Hours of Operation

  • Monday & Friday – Remote
  • Tuesday, Wednesday, Thursday – Onsite at Reno Distribution Center
  • Must be willing to work other days of the week if necessary.
  • Extended hours may occur during holidays and peak season.

 

Employee Conduct
It is the responsibility of every employee to contribute to a positive, inclusive work environment through cooperative and professional interactions with co-workers, customers, and vendors.

How to Apply

Apply directly on our website job board

Job Categories: Equal Opportunities. Job Types: Full-Time.

Job expires in 60 days.

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