POSITION DESCRIPTION
Sales and Customer Service Lead

Exemption Status: Non-Exempt
Pay Grade(s): 8-9

Purpose: To oversee our sales operations and enhance our customer engagement. This role is crucial in driving sales, ensuring customer satisfaction, and commitment to delivering high-quality detailing services while fostering a positive team environment.

Essential Functions. An individual in this role must be able to perform the following functions with or without reasonable accommodation:
• Drive sales growth by implementing effective sales strategies and promotions.
• Monitor and analyze sales performance and customer trends to identify opportunities.
• Assist in setting sales goals and KPIs for the team.
• Ensure a high level of customer satisfaction through exceptional service.
• Handle customer inquiries, complaints, and feedback in a professional manner.
• Train and mentor staff on best practices for customer service.
• Supervise and motivate the sales and customer service team to achieve targets.
• Conduct regular team meetings to discuss goals, challenges, and performance.
• Foster a positive and collaborative work environment.
• Assist in managing daily shop operations, including scheduling appointments and overseeing workflows.
• Maintain accurate records of sales transactions and customer interactions.
• Collaborate with management to improve service offerings and processes.
• Maintain cleanliness and organization of the detailing area and equipment.
• Keep inventory of cleaning supplies and report any shortages.
• Communicate with customers about services performed and any recommended follow-up actions.
• Identify and address any additional detailing needs based on customer requests.
• Other Duties as assigned.

Knowledge, Skills & Abilities. A comprehensive set of capabilities required to perform job tasks effectively:
• Proven experience in sales and customer service, preferably in the automotive or detailing industry.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong organizational skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Proficiency in using point-of-sale systems and customer relationship management software.

Minimum Qualifications (education, experience, skills):
• High School Diploma
• Two years of supervisor / lead experience
• Strong computer skills, including Microsoft 365
• Valid driver's license with a clean driving record.
• Proficient in driving a manual transmission vehicle.
Preferred Qualifications (education, experience, skills):
• N/A

Physical Requirements. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodation:
• The majority of work is performed in a professional office setting and is generally sedentary, requiring routine walking, standing, bending, and carrying of items weighing less than 40 lbs.
Work Environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:
• Some travel may be required on small aircraft or ferry.
• Certain positions at Tlingit and Haida may have exposure to certain hazardous materials or conditions. The supervisor will review these if applicable.