Mgr, Contact Center

Work Location Type: Hybrid - Janesville, WI 

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.

Our growth at Imperial Supplies is backed by our customer focused, high-performing, collaborative culture. 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.

We are searching for a highly motivated Contact Center Manager to join our team! The Contact Center Manager will supervise the activities of the assigned division to meet and/or exceed sales and gross profit goals. 

At Imperial, people come first. Here’s what we offer:

• Competitive salary          
• Hybrid / Remote schedule
• Work/Life balance
• Immediate medical, dental, vision; 18 days paid vacation, 6 paid holidays and 6% of annual earnings contributed to your retirement, immediately vested!

What you will do:   

• Manage activities of designated personnel including directing, motivating, performance appraisals, promotions, salary recommendations and discipline/terminations. Develop staff skills to drive talent development, contribution to the organization and overall goals. 

• Set up, analyze, and monitor sales territories for the achievement of sales goals, gross profit, and performance standards.   

• Manage customer retention and growth expectations, as well as meeting account growth expectations through the understanding of departmental statuses. 

• Analyze sales and product training needs and make recommendations to the Training department to meet needs.  Assist in sales and product training as requested.  Provide on the job training in department procedures. 

• Resolve the more complex and/or unusual customer problems including call on customers to handle difficult situations. 

• Provide coaching and counseling to advisors through monitoring and discussion of the attainment of performance standards monthly. 

• Develop and ensure strong relationships are developed and maintained within Outside and Inside Sales groups. 

• Makes recommendations to Marketing regarding potential new products, sales promotions, pricing, new and existing markets, advertising, etc. to increase sales. 

• Managing sales advisors in a remote environment with possible travel to remote office site for coaching/development meetings.

Minimum Education:  Associate degree or equivalent experience. 

Minimum Experience:  3 to 5 years previous combined sales and/or management experience. 

What will put you ahead?  Bachelor's degree and 5 or more years previous sales and management experience in a B2B sales environment. 

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.