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Operations and Sales Manager

Full Time - 40 hrs. / week

Location - True Ames Headquarters: Santa Barbara, CA

Job brief:

The Operations and Sales Manager position is the bedrock upon which our day-to-day business functions. This person will manage the daily operations of our ‘front of house’, which includes warehouse coordination and shipping, customer service, and  inside sales. The person in this position will help True Ames meet our sales and customer service goals by keeping both our company, and our communications organized, consistent and innovative. This position requires a person with confidence, reliability, ownership of responsibility, and management skills. The individual in this role must be extremely self-motivated and possess strong interpersonal and communication skills, have a well-developed business sense, be naturally inclined towards working with numbers, creating structure, and seeking efficiencies.

Essential Job Functions:

Operations Management

  • Facilitate the promotion of a company culture that encourages performance, success, and high morale
  • Gain an understanding of our customer’s needs, the core elements that are the life-breath of our brand, our history, our positioning within the market, and our vision for the future
  • Assume the role of chief problem-solver. Tackle unforeseen day-to-day challenges that arise by identifying needs, creating action plans, providing solutions, and then implementing change
  • Make important operational, planning, and strategy decisions in order to increase efficiencies and improve workflow
  • Ensure smooth operation and continued success of our order processing systems and software
  • Oversee the safe packaging and shipment of products
    • Ensure timely and successful fulfillment of each order. Make sure all packages are picked up by, or delivered to, the appropriate shipping carrier daily
  • Assume responsibility for opening the warehouse each morning and locking up each evening to secure all assets
  • Directly manage the Order Management Specialist and Customer Service Liason’s schedules and fulfillment of job duties
    • Communicate expectations, discuss plans, and monitor the progress/performance of these employees

Customer Service Management

  • Learn the intricacies of our products in order to proficiently discuss the designs and their purposes
  • Continually improve our customer service experience and promote further customer engagement
    • Set clear objectives, identify needs, deploy strategies and monitor success
  • Follow our communications guidelines in order to consistently interact with integrity, credibility, authority, and kindness
  • Take ownership of customer’s issues, and pursue any problems through to resolution
  • Build sustainable business relationships and trust with customers through open and interactive communication across all areas of customer service
  • Oversee the on-boarding of prospective dealers by providing them with wholesale information, performing risk analysis, and ensuring they meet our minimum relationship requirements
  • Maintain the success of account relations through enforcing, or creating, new company policies and procedures

Inside Sales Management

  • Gain a comprehensive understanding of how our customers engage with our products and brand
  • Drive additional sales growth by designing and implementing a strategic inside sales plan that expands the company’s customer base and ensures a strong market presence
    • Develop new leads and continually pursue new clients
    • Identify emerging markets and market shifts
    • Meet sales goals through cross-selling and promoting increased order consistencies and volumes
  • Provide propositions for adjusting product pricing based on supply and demand, costs, and regional competition
  • Research, develop, and implement better selling and processing methods using innovative software and programs
  • Communicate with our existing clientele base in order to successfully promote new products
  • Liaise with Marketing and Product Development departments in order to ensure brand consistency and to collaborate on designing profit-increasing sales channels
  • Liaise with Planning to corroborate sales forecasts and determine best purchase order delivery dates

Job Requirements

  • Remain flexible within the work environment and scope of responsibility
  • Comfortable with team-based work structure
  • Strong analytical and organizational skills
  • A complete understanding of the multi-channel business model
  • Strong business sense and analytical inclination
  • Ability to perform within Google G Suite, Quickbooks, Shopify, and MS Excel
  • Ability to communicate, present and influence credibly and effectively across all levels of the organization
  • Excellent mentoring, coaching and people management skills
  • Problem-solving attitude
  • Comfortable sitting for long hours within a uniform work schedule, “9-5”

Preferred Skills / Experience

  • BS/MS degree in business administration or a related field
  • 2+ years experience in sales or customer service, consistently meeting or exceeding targets and goals
  • Experience in warehouse coordination and logistics
  • Hands on experience with shipping packaging, rates, and software
  • Proven ability to drive the sales process from plan to close
  • Surf industry expertise or extensive surf knowledge

Employee Conduct

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