Job description

We are looking for an experienced and enthusiastic Inside Sales & Customer Service
Manager to join our company, Daniel Alain, Inc. The successful candidate will be responsible for providing top-notch sales, customer service, managing customer relationships, assisting the operations department, developing customer service policies and procedures, and ultimately building a team of inside sales and customer service representatives.

In this role, you will be responsible for overseeing the day-to-day operations of the inside sales and customer service department. You will need to have excellent interpersonal, writing and communication skills to effectively interact with customers, staff and team members. You should also be able to think creatively and come up with innovative solutions and ideas for the inside sales and customer service department.

About Daniel Alain:

Our company is located in Newport Beach in one of the most premier office buildings on the West Coast. From our 14th floor view, we draw inspiration from the beauty of the Newport Harbor and the stunning view of the Pacific Ocean beyond. It’s a lovely place to work. Even more lovely, is the work we do within our office to transform lives.

The heart and soul of Daniel Alain is anchored in helping women and men find solutions to their hair loss. Our diverse portfolio consists of clinically-proven, first-to-market hair loss diagnostics, patented and proven hair loss products and the world’s most beautiful, handcrafted, European human hair wigs and hair toppers. From owning our own CLIA-certified lab and state-of-the-art manufacturing facility to having offices in Newport Beach, Germany and China, we proudly offer what no other hair loss company can offer – a 360 solution.

Inside Sales Responsibilities:

● Develop and implement sales strategies that will drive inside sales department performance and achieve sales goals

● Respond to customer service leads and sales orders in a timely and professional manner in person, over the phone, through email and live chat

● Take, process, track and follow up on customer orders

● Monitor and reference inventory for order availability, submit new order for out of stocks

● Outreach, assist and build relationships with existing and new retailers on a consistent and scheduled basis

● Enter customer orders into the system and process payments

● Utilize CRM MicroSoft Dynamics ERP software to enter, track, and measure customer data

● Update customers on new products and services

● Proactively suggest relevant products, services and resolves customer issues

● Provide accurate information about Daniel Alain products, services, and pricing

● Manage incoming leads and customer inquiries

● Create and maintain sales reports and Key Performance Indicators (KPI’s)

● Build a team of inside sales and customer service representatives

● Ensure future inside sales and customer service team is adequately trained and coached

● Monitor future inside sales and customer service team performance, reporting and provide feedback to executive management team

● Provide trade show support, when needed

Customer Service Responsibilities:

● Manage the customer service department to ensure that customer service standards are met to the Daniel Alain ethos

● Develop and implement customer service foundation, policies, procedures and guidelines, such as proactively identify customer service issues and develop solutions

● Maintain customer relationships through personalized, white glove service

● Maintain an organized digital filing system for customer records

● Assist operations department with shipping tasks when needed

● Collaborate with department team members to develop strategies for increasing customer satisfaction

● Monitor customer service trends and develop strategies for improvement

● Monitor customer feedback and provide appropriate solutions

Skills and Qualifications:

● Proven inside sales, customer service, leadership and team building experience
● At least three years of experience in sales and customer service management
● Strong written, communication, interpersonal and phone etiquette skills
● Ability to work independently or in a team
● Knowledge of relevant computer programs
● Ability to multitask, prioritize tasks and demonstrate initiatives
● Organizational, problem-solving and time management skills
● Positive attitude with ability to be a flexible team player
● Eager to learn and grow within the company
● Comfortability and enthusiastic in learning how products work and the science behind them
● Familiarity with CRM, Oracle, MicroSoft Dynamics ERP, SAP and/or Hubspot software
● Experience in Biotech, healthcare, pharmaceutical, skin care and/or beauty industries a plus
● Ability to travel when needed for trade shows

Job Type: Full-time

Pay: $60,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Supplemental pay types:

• Bonus pay
• Performance bonus

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Newport Beach, CA 92660: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 5 years (Required)

Work Location: In person

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