Overview
Turn5 is one of the largest and fastest growing e-commerce retailers in the Greater Philadelphia area. Best known for our award-winning, e-commerce platforms, AmericanMuscle.com, ExtremeTerrain.com, and AmericanTrucks.com, we’ve been engaging muscle car, truck, and off-road enthusiasts with exceptional products, services, and experiences since 2004. With the acquisition of Eckler’s in 2022, a pioneer in classic car restoration & modification for over 60 years, Turn5’s catalog of brands has expanded to now offer aftermarket automotive products for vehicles as classic as the Model T.
Our purpose, however, extends beyond selling car parts. We have a commitment to creating meaningful customer experiences at every step of their journey. Whether it’s supplying a unique product that customizes the look and feel of their ride, providing thousands of educational videos for the DIYer or leveraging user generated content to inspire even the most experienced owner, we are obsessed with ensuring we reach as many like-minded gearheads across the globe.
Under the direction of the Sr. Director, Inside Sales, the Sales Supervisor directs the work of designated sales agents. This position is responsible for monitoring, reporting & coaching agents to meet KPI expectations while driving performance, productivity and quality to provide an excellent overall customer experience. Performs various duties within the Sales Operations area and acts as Manager on duty as required.
Year 1 is going to be about:
- Conducts weekly 1:1 check-in meetings with direct reports with a high level of consistency to meet or exceed quarterly objectives and apply performance management and coaching techniques to assess development.
- Weekly submissions of reporting (EODs & 5-15s), a requirement for bonus eligibility, including key performance indicators and generating other reports as needed
- Monitors individual sales agent, sales team and call center results to identify and act on both positive and negative performance trends to ensure minimum performance requirements for agents are met.
- Reviews minimum, preferably exceeds, number of calls for each individual sales agents on team – notating findings to best prepare for 1:1s & agent coaching opportunities.
- Partners with the HR team to proactively identify employees with performance issues and actively address performance improvement and disciplinary action concerns.
- Provides work direction and guidance including coaching, professional development, and training.
- Acts as liaison between management, other departments, and subordinates. Facilitates communication between related departments and own department.
- While directing the work of the sales agents, must be able to handle escalated customer calls.
- Assists in the continued training of new sales representatives
- Answers customer questions and provides purchasing suggestions when necessary.
- Displays professional, courteous demeanor when handling customer calls. Provides prompt, efficient service to all customer inquiries.
- Assists Management in compiling, writing and delivering performance evaluations and disciplinary actions
- Participates in special projects and performs other duties as assigned.
We can’t skip over some of the specific skills and experience we know are a “must” to be successful. So, we need you to have:
- Bachelor’s degree or equivalent combination of education and experience.
- A minimum of 3+ year of previous Customer Service experience.
- Ability to maintain professionalism and use tact when dealing with difficult customers.
- Required automotive knowledge with a preferred knowledge in Turn5 supported vehicles
- Demonstrates analytical and problem solving skills with attention to detail.
- Intermediate proficiency in Microsoft Word and Excel
- Excellent organizational skills with the ability to handle multiple tasks simultaneously
- Oral and written communication, interpersonal skills.
- Ability to prioritize workload and meet deadlines.
