Manager, Inside Sales

Our Story:

Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services; and leading our industry by Innovating What’s Next in glass doors and intelligent merchandising technologies that keep food safe under brands such as HillPhoenix and Anthony.

DFR is part of the Climate & Sustainability Technologies segment of the Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of $7 billion.

DFR is built on creativity and customer-centric innovation delivered by people invigorated by a strong sense of responsibility to help our customers win in their marketplaces. The relationships we build with our customers are as important to our success as the products we manufacture. This collaborative environment delivers FRESH THINKING, reassuring our customers that they choose the best when they choose to work with the people of Dover Food Retail.

Job Title:        Manager, Inside Sales

Location:        Sylmar, CA             

What we’re looking for:

We are looking for a Manager, Inside Sales who will work to optimize the customer experience in a matrixed organization. This is a critical on-site and hands-on role which will manage the daily operations of the Customer Service team as well as ensure excellent Customer care and service.  This role will also work cross-functionally to minimize disruption of on-time customer deliveries and to bring awareness of customer expectations to the team.  The role will work to develop a team of excellent problem-solvers through coaching and applying Lean tools such as Daily Management, Pareto analysis for root cause and countermeasure identification and Value-Stream mapping with the goal of providing quality, speed and accuracy with every Customer interaction.

What you’ll be responsible for in this role:

• Ensuring adherence to stated Service Level Agreements (SLAs) for customer response and resolution for quoting, entering orders, tracking orders and requests for information
• Leading Daily Management meetings to pareto ‘defects’ (instances of not meeting stated SLAs) and using the 5-why method to drill down to root cause and suggest immediate and long-term countermeasures
• Working with Site Leads, Site Managers and Subject Matter Experts to develop monthly formal problem-solving reviews, looking for systemic trends and patterns across the Enterprise and implementation of countermeasures

• Working with Manager of Customer Experience (Quality), Manager of Continuous Improvement and Site Leads, ensuring that centralized training material and subsequent testing adequately prepares CSRs for daily work, Customer interaction and proper escalation
• Ensuring that the Customer Experience in Sylmar mirrors the Customer Experience in the rest of the Enterprise through harmonization of processes, policies and procedures (seamless, one-team mentality) and through CSR training
• Developing employees into true problem-solvers with strong interpersonal skills and excellent Customer Service acumen
• Providing real-time feedback and coaching for CSRs as well as mid-year and annual reviews
• CSR on-boarding and succession planning
• Working with Workforce Optimization, develop phone coverage schedules to satisfy demand and ensure SLAs are met for the Enterprise

• Preparing analyses for team performance, including CSR errors (no-charge orders), phone coverage metrics not included in Daily Management, quote / order volume, call volume, cross-functional response times and various ad-hoc analyses
• Auditing email and phone call interactions to ensure Customer Service excellence

What are the basic qualifications?

• Bachelor’s Degree (preferred) 
• 5+ years of experience in Customer Service, preferably with OEM Spare Parts and Configure-to-order manufacturing

To be a great fit for the role:

• Working knowledge of applying Lean concepts, including Daily Management and formal Problem-Solving
• Experience in managing a team in a matrix structure
• Ability to work independently
• Experience with Salesforce Service Cloud, Configure/Price/Quote, MS Excel, MS Powerpoint and InContact telephony system

How We Define Our Values and Why You Should Join Our Team:

The backbone behind our collection of outstanding businesses is a team of dedicated employees who protect and enhance our valued reputation for quality and delivering what we promise. It’s our values that define Dover to all of our key audiences: our shareholders, customers, prospective employees and especially to ourselves.

These values must be expressed in our work and embody our actions, as they form the basis by which we do our jobs, make decisions and measure our performance. It’s our unwavering commitment to maintaining our values that defines who we are as a Company.

• Collaborative Entrepreneurial Spirit
• Winning Through Customers
• Respects and Values People
• Expectations for Results
• High Ethical Standards, Openness, and Trust

What’s in it for you?

• Medical, Dental, and Vision
• 401k Retirement Plan
• Flexible Spending
• Paid Holidays

#LI-CW2

Work Arrangement : Onsite  

Salary Range : $90,871.00   - $133,109.90  

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.                                             

Dover Food Retail is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact BOT@doverfoodretail.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

Fraudulent Recruiting Disclaimer:  Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information.  We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process.  Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at https://careers.dovercorporation.com/.  To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site.

Job Function :