Dir, Contact Center

Work Location Type: Green Bay, WI - Hybrid 

Imperial Supplies, a Grainger Company, is a national distributor of quality maintenance products. Serving the fleet maintenance industry since 1958, Imperial has formed lasting relationships with customers by tailoring our services to meet their changing needs.

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry.

Position Summary:

The Director of Contact Center, under limited supervision, leads the Contact Center Sales Department to achieve and exceed sales and profit targets. This role involves direct oversight of the Contact Center, ensuring that all operational and sales goals are met through strategic leadership, performance management, and collaboration with upper management.

Essential Job Functions:

1. Department Leadership: Manage the Contact Center through a team of Contact Center Managers. Oversee all departmental functions, including staffing, talent management, performance evaluations, promotions, salary adjustments, and terminations.
2. Sales Strategy & Monitoring: Develop, analyze, and monitor sales territories to meet sales targets, profit goals, and performance standards.
3. Training & Development: Assess departmental sales and product training needs and collaborate with the training team to fulfill these requirements. Provide hands-on training in departmental procedures.
4. Customer Strategy & Problem Resolution: Design and implement customer and market sales strategies. Resolve complex customer issues and handle escalated customer situations.
5. Performance Management: Coach and support staff by monitoring performance standards, providing monthly evaluations, and conducting regular feedback sessions.
6. Marketing Collaboration: Recommend new products, sales promotions, pricing, and market strategies to Marketing to enhance sales opportunities.
7. Issue Escalation: Escalate major issues to upper management as necessary.
8. Sales Plan Execution: Collaborate closely with the VP Contact Center to ensure sales plans are aligned with revenue goals and customer satisfaction standards.
9. Budgeting: Develop annual sales and expense budgets for the department. Monitor budget variances and report trends to upper management.
10. Forecasting: Collaborate cross-functionally to provide market segment forecasting for senior leadership.

Minimum Education: Bachelor’s degree or equivalent work experience
Minimum Experience: 5 to 7 years in sales or sales support, with at least 2 years in a leadership role
Preferred Education: Master’s degree
Preferred Experience: Sales and management experience in a related industry; development and execution of customer sales strategies

Skills: Strong verbal and written communication, leadership, multitasking, and positive energy

Physical Demands:

Mostly sitting with some standing and walking. Requires manual dexterity and normal vision, speech, and hearing.

Work Environment:

Office-based role with substantial interaction with employees and customers.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment.  With this in mind, should you need a reasonable accommodation during the application and selection process, please advise us so that we can provide appropriate assistance.