• Senior Sales Support Manager

    Job Locations US-North America
    Job ID
    Customer Service
  • Company Overview

    Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. Our award-winning office products –seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 30 years.


    The Senior Sales Support Manager is dedicated to supporting and improving the sales support experience for Humanscale customers, direct sales and support team members. This position will be responsible to evaluate current staffing, performance, and sales support processes to institute change that will better the customer experience as it relates to the Humanscale sales process.


    The Senior Sales Support Manager will establish clear performance metrics and bonus criteria for the Sales Support Specialists.  The Senior Sales Support Manager will be responsible for continuous improvement in sales support and track efficiencies related to improvements.  The Senior Sales Support Manager will partner with their sales peers to ensure support updates and expectations are clearly communicated through the support and sales organizations.  This role is responsible for building strong cross-functional relationships in order to effectively address sales concerns and exception requests.


    • Manage all facets of the Humanscale sales support process post order entry    
      • Responsible for all US and Canadian Commercial orders
        • Dealer
        • Direct
        • Retail
        • E-commerce
      • Represent the support teams in Sales meeting
      • Clearly communicate changes and address sales concerns
      • Provide trending  reports for post-order processing activity daily/weekly/monthly
    • Own the customer experience post order entry
      • Ensure the Humanscale brand is reflected at each post-order entry touchpoint
      • Handle post-order related questions/concerns/escalation
      • Propose improvements and efficiencies in the post-order entry processes
      • Create sales feedback loop on support processes  
    • Be a catalyst for continuous improvement
      • Prevent future issues from arising by assessing trending issues and partnering with the SPM team to created or modify process to address at the root cause
      • Proactively suggest solutions based on past resolutions and experience
    • Manage the Sales Support Specialist team across the US and Canada
      • Manages department staff including training, staff development, performance appraisals and assignments. Monitors goals versus attainment and takes corrective action when necessary.
      • Create an accountable environment with clear performance targets and career path opportunities



    Key Competencies:


    • Obsessed with the Humanscale customer experience
    • Excellent verbal and written communication skills
    • Quick learner and problem solver; able to seek out solutions autonomously
    • Able to decipher ambiguous situations and identify the proper path
    • Strong organizational and prioritization skills
    • Proven ability to partner with others to accomplish goals
    • Professional leader with ability to manage remote teams




    Bachelor’s degree or equivalent experience

    Sales and/or Customer Service experience

    3-5 years’ experience managing direct reports

    1-3 years’ experience managing remote team members



    Microsoft Office, including Excel/Word/Outlook/Visio (intermediate or advanced skills only); PowerPoint (Basic skills), Oracle and Infor knowledge




    Humanscale is an Equal Opportunity Employer


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