Customer Experience Sales Support Manager (phoenix, AZ)

Sales Support Manager

The Sales Support Manager is responsible for providing direct support and leadership to a Sales Support Team located across the organization. This role partners with the Sr. Manager, CE Field Management as well as other stakeholders within the field sales operation and the Customer Experience organization.

Principle responsibilities include managing Sales Support processes and procedures to drive operational excellence for all touch points in the customer experience, including handling customer inquiries (internal and external) and problem resolution. The Sales Support Manager also defines expectations for service teams regarding service level goals, individual and team performance goals, quality assurance targets and productivity levels.

The Sales Support Manager provides leadership and develops a team of Sales Support Specialists by providing development plans, one-on-one coaching and other forms of engagement to drive continuous improvement focusing on quality and efficiencies as it relates to administrative support. The role ensures staff have the knowledge and tools to successfully perform their jobs, supplying up-to-date departmental procedures and resource materials, as well as training and mentoring.

The Sales Support Manager plans, coordinates and conducts meetings and presentations to discuss operational procedures, reports and interpret information for all levels of the organization. The role also monitors team performance utilizing identified metrics to ensure the timeliness, quality, and accuracy of work performed. The Sales Support Manager resolves internal and external escalations, taking care to address the root cause of issues.

The Sales Support Manager leads and motivates the team to meet their goals. The role meets periodically with direct reports to review performance, identify any issues and set expectations of goals. The role prioritizes and delegates workload when appropriate. The Sales Support Manager performs all staffing related activities including recruiting, hiring, on-boarding, goal setting, monitoring, measuring and coaching performance.

The Sales Support Manager identifies compliance and quality improvements and initiates corrective actions as necessary. The role shares best practices and collaborates with other departments in order to build relationships and a high-performing team. The Sales Support Manager proactively identifies, develops, and implements process improvements. The Sales Support Manager demonstrates a thorough understanding of the systems employed by the Company.

The Sales Support Manager recognizes out of scope activities, as well as the impact of issues, delays and changes, and communicates with involved parties and/or management. The role partners with leadership in the organization and peers on projects related to processes and inter-department initiatives.

The Sales Support Manager performs other job-related duties as assigned or apparent.

This Sales Support Manager role is responsible for leading the Construction Desk and Manufacturing Desks, within the Customer Experience organization. These two desks provide critical administrative and customer service support for two of Republic Services' largest customer verticals. These desks directly serve our large Construction and Manufacturing customers and liaise with our field Construction Account Managers ("CAMs") and Manufacturing & Environmental Services Executives ("MESEs") that own the customer accounts.

Directly supervise three Supervisors, and indirectly lead two Team Leads and 50+ agents (Construction Solutions Consultants & Specialists, Manufacturing & Environmental Services Specialists)

Maintain and strengthen a culture of continuous leadership and skill development of our Supervisors and Team Leads

Model and lead a human-centered culture for all employees, that supports employee experience through peer leadership, development, and a shared purpose of Customer Zeal

Maintain the highest level of customer service standards and performance, as evidenced through departmental KPIs, including but not limited to Business Center Accuracy, Quality %, Division Errors, and more

Ensures that the team operates using standardized resources and tools – including SOPs, policies, verified pricing sources, and other approved team reference materials

Maintain a data-driven pulse on the business, through analyzing and leveraging data to inform priorities and drive results. This includes monitoring and driving agent productivity, while also understanding our Field partners' business priorities and performance and how we play a role in overall business goals. This role will engage in monthly financial and KPI report-outs with senior Customer Experience leadership.

Foster productive and trusting relationships with our Field Partners, including Business Units, Area, and HQ leaders at all levels in Field Sales, Manufacturing, Sales Effectiveness, Revenue Management, and more. This role is expected to maintain strong relationships and communication with these stakeholders, including routine information-sharing such as monthly report-out emails, 1:1 collaboration and ad hoc problem solving, and presentations to large and small audiences (including CAM Town Halls and Area-based presentations).

This is a hybrid role reporting to the Corporate HQ office in Phoenix, AZ. Direct reports are remote employees.

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:

• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).

EEO Statement: Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.