Job description

GENERAL POSITION SUMMARY

The Manager, Inside Sales is responsible for managing the day-to-day operations of the Inside Sales Team with a primary focus on driving sales and customer support through a Digital Customer Experience. The Digital Customer is defined as any customer that engages with LL over the phone or through chat/email on our website. This includes customers that are coming to the LL Brand and engaging customers through Lead Generation programs. The Manager will lead the Supervisors and the Inside Sales Representatives to create an efficient, effective, motivating, and rewarding sales organization. In addition, this role is part of the Customer Relationship Center (CRC) leadership team so supporting and collaborating with other departments in the CRC will be a regular expectation.

ESSENTIAL FUNCTIONS (DUTIES AND REQUIREMENTS) OF THE POSITION
Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to complete each essential function (job duty/requirement) satisfactorily. Reasonable accommodations will be made to enable qualified individuals with disabilities or sincerely held beliefs, to perform the essential functions. Contact HR for additional information.

Job Duties and Responsibilities:

• Meet or exceed sales and services goals.
• This role is fully remote so the ability to stay engaged with the business from your home and free of distraction is a must.
• Work with each Supervisor and Associate to establish goals and objectives for each year and monitor and advise on the progress to enhance the professional development of staff.
• Provide coaching, training, and feedback, including quarterly/annual performance reviews for the Inside Sales Supervisors and ensure the Supervisors are doing the same for the Inside Sales Representatives.
• Create, improve, and implement sales and service processes.
• Coach and lead through transformation from a service only model to a sales driven team focused on an agent assist digital customer experience.
• Produce and review reports for sales results and all standard call center metrics.
• Monitor payroll schedules to ensure proper coverage and control of overtime expense.
• Provide training to new and existing Associates as needed.
• Handle personnel issues relating to staff conflicts, absenteeism, performance issues, etc.
• Set and achieve clear and fair service level expectations for the team.
• Evaluate staffing needs, recommend hiring and termination of individuals in accordance with company policies.
• Ability to lead leaders.
• A “Manager on Duty” shift is a specific schedule required by Supervisors and Managers that work in the Contact Center where you will work 12pm-9pm EST Monday-Friday and a normal 8-hour shift on Saturday and Sunday. This occurs every couple of months and subject to change.
• Collaborate with corporate leadership to help improve the digital customer experience.
• Communicate business/product changes as needed to keep associates informed.
• Collaborates and coordinates with regional leaders and stores to ensure a seamless customer experience.
• Design and implement a strategic business plan that expands the LL customer base.
• Special projects as assigned.

Additional Requirements:

• Proactively assist others. Step in and help when and as needed.
• Excellent interpersonal and team management skills.
• Time management is a critical component to being successful in role.
• Execute special projects and perform other duties as assigned.
• Ability to solve problems and apply creative and timely solutions.
• Attendance and reliability are extremely important in this position.
• Customers Obsessed – Listening, Responsive, Solutions-Oriented, Problem Solving, Proactive.
• Embrace Diversity - Inclusive, Recognizing Differences, Accepting, Supportive, Equality, One Team.
• Arrive with Integrity - Honest, Diligent, Responsible, Above Reproach, “When no one is looking”.
• Seize Opportunities - Agile, Innovative, Constantly Improving, Raising the Bar, Delivering Profit.
• Be Resilient - Fearless, Persistent, Nimble, Optimistic, Determined.
• Own our Outcomes – Accountable, Empowered, Engaged, Driving Results, Delivering Goals.
• Change Management – Adaptable to a fast paced, shifting work environment; willing to remain flexible to accommodate changing business conditions, work requirements, customer and scheduling needs.
• Detail Oriented – Attention to detail, ability to focus on the project or task-at-hand, adherence to Company policies and requirements while consistently delivering error free results.
• Leads by example in following the Company Code of Business Conduct (Ethics), all applicable tenants of the Lacey Act and all other applicable laws, policies, and procedures. Immediately reports all concerns to the appropriate party.

Physical Demands Lifting / Carrying Requirements
Standing O 10 lbs. or less N
Walking O 11 – 20 lbs. N
Sitting C 21 – 50 lbs. N
Hand/Finger Dexterity F 51 – 80 lbs. N
Reach - Outward F Over 80 lbs. N
Reach – Above Shoulder F Push / Pull Requirements
Climb – Ladder Use O 10 lbs. or less N
Crawl O 11 – 15 lbs. N
Squat or Kneel O 16 – 40 lbs. N
Bend O 41 – 80 lbs. N
Twist O Over 80 lbs. N
N (Not Applicable) Activity is rarely required or is not applicable to this occupation.
O (Occasionally) Required up to 33% of the time (0 to 2 ½ hours/day)
F (Frequently) Required between 33% to 50% of the time (2 ½ to 4 hours/day)
C (Constantly) Required more than 50% of the time (more than 4 hours per day)

Other Physical Requirements:

• Vision (Near, Distance, Color, Peripheral, Depth Perception)
• Ability to effectively communicate with others; ability to speak, understand and write English required

POSITION QUALIFICATIONS

Education:

• High school diploma or equivalent.
• Bachelor’s degree in Business Administration, preferred

Related Experience, Qualifications and/or Certifications:

• Five to eight years of related sales experience.
• An analytical mindset that can spot trends and identify areas of improvement.
• Strong verbal and written communication skills with attention to detail.
• Ability to be customer focused in all tasks.
• Working knowledge of MS Office/G Suite tools.
• Ability to make presentations to individuals and/or groups

Computer Skills / Special Equipment Knowledge:

• Knowledge of LL products, systems, and processes, including SAP and Five9
• Intermediate level experience with Microsoft Office (Word, Excel, PowerPoint, Publisher)

WORK ENVIRONMENT
Individuals in this position generally work in an office environment that involves the use of office equipment, such as computers, copiers, telephones, and other office machinery/equipment. Individuals may experience occasional exposure to a retail sale and/or warehouse environment involving material moving and heavy equipment (e.g. forklift) where there may be some exposure to moderate noise, outdoor elements (heat and cold) and airborne particles.
The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment and does not change the “at-will” relationship. Lumber Liquidators reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate. Contact the Human Resources department (HR) with any questions.

Just Picture It! A career at LL Flooring! At LL Flooring, our vision is to become customers' first choice in hard surface flooring by providing the best experience from start to finish. Your contributions as a LL Flooring teammate will leave a lasting impression with our customer as they find FLOOR LOVE. With over 437 stores nationwide and two distribution centers, the career opportunities at LL Flooring are endless. If you're customer obsessed, seize the opportunity, and apply today!

At LL Flooring, we are committed to being a company that delivers an inclusive, diverse team and culture which understands, values, and adapts to the needs of our associates and customers. LL Flooring is an equal opportunity employer. LL Flooring does not discriminate on the basis of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. If you need assistance or to request a reasonable accommodation due to a disability, related to the search for employment opportunities or to complete an application, please contact us at recruiting@llflooring.com LL Flooring adheres with the California Consumer Privacy Act Notice for California Consumers (CCPA Notice). To find out more click here, CCPA Supplemental Notice.

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