Inside Sales & Service Lead at The Fastener Group Ltd.

About Company

"The Fastener Group Ltd." (TFG) is a leading supplier of fasteners and tools, proudly operating 21 locations across Canada. We are committed to providing high-quality products and exceptional customer service, ensuring that our clients receive the support they need. At TFG, we embrace growth and innovation as we serve a diverse range of sectors, including manufacturing, construction, and industrial applications. Our carefully curated product selection reflects our dedication to quality, reliability, and performance. We recognize the importance of building strong partnerships with our customers. Our knowledgeable team is dedicated to offering expert guidance and support, making us your trusted ally in achieving success with every project, whether big or small.

About the Role

The Inside Sales & Service Lead plays a pivotal role in driving sales growth and enhancing customer satisfaction within the branch operations. This position is responsible for leading a team of inside sales representatives to achieve and exceed sales targets while ensuring exceptional service delivery. The role requires close collaboration with cross-functional teams to streamline sales processes and resolve customer inquiries efficiently. The Inside Sales & Service Lead will analyze sales data and customer feedback to identify opportunities for improvement and implement strategic initiatives. Ultimately, this position aims to foster a high-performing sales environment that supports the company’s overall business objectives in the Canadian market.

Minimum Qualifications

• Bachelor’s degree in business, Marketing, or a related field.
• Minimum of 2 to 5 years' experience in inside sales or customer service within the retail industry.
• Proven leadership experience managing a sales or service team.
• Strong understanding of sales principles and customer relationship management.
• Proficiency with CRM software and Microsoft Office Suite.

Responsibilities

• Lead, mentor, and motivate the inside sales team to meet and exceed sales goals.
• Manage daily sales operations including order processing, customer follow-ups, and issue resolution.
• Develop and implement sales strategies to increase revenue and improve customer retention.
• Collaborate with marketing, product, and logistics teams to ensure seamless customer experience.
• Monitor sales metrics and prepare regular reports to track team performance and identify areas for improvement.
• Handle escalated customer service issues promptly and professionally to maintain high satisfaction levels.
• Train new team members on sales techniques, product knowledge, and customer service standards.
• Maintain up-to-date knowledge of industry trends, competitor activities, and market conditions.

Skills

The required skills such as leadership, communication, and CRM proficiency are essential for managing the sales team effectively and ensuring smooth daily operations. Strong analytical skills enable the lead to interpret sales data and customer feedback to make informed decisions that enhance performance. Customer service expertise is critical for resolving escalated issues and maintaining positive client relationships. Preferred skills like bilingualism and e-commerce knowledge allow the lead to engage a broader customer base and adapt to evolving retail trends. Together, these skills support the role’s objective of driving sales growth while delivering exceptional service in a competitive retail environment.