Inside Sales Team Lead - Retail

Description:

The Team Lead supports the Retail Supervisor in managing day to day operations and serves as the primary point of contact for daily activities. This role ensures all retail accounts are properly supported, orders are processed accurately and on time, and workflows run efficiently. Working in close collaboration with the Retail Supervisor, the Team Lead maintains alignment while independently overseeing daily execution. While the Supervisor focuses on strategic direction and high-level escalations, the Team Lead is responsible for operational management and team coordination. Manage daily Inside Sales operations, minimizing the need for Supervisor intervention in routine activities. Serve as the primary point of escalation for order issues, customer concerns, and operational challenges. Oversee daily order processing for all retail accounts, ensuring accuracy, timeliness, and compliance with company standards. Assign and balance workloads across the Inside Sales retail team to optimize efficiency and performance. Ensure all retail accounts are adequately supported, monitored, and maintained. Process orders directly during peak periods to maintain operational flow. Monitor and resolve short shipments, credits, returns, and order discrepancies in a timely manner. Coordinate credit and return processes with internal teams to ensure accuracy and resolution. Lead rollout initiatives by coordinating timelines and execution with relevant stakeholders. Maintain accurate and up to date customer and account data within Maximizer. Ensure communication tools, templates, and documentation are current and accessible. Manage multiple retail mailboxes, appropriately routing inquiries and requests. Provide guidance, support, and informal coaching to team members to foster professional development. Track recurring operational issues and communicate trends, risks, and insights to the Supervisor. Escalate complex, high-risk, or non-routine issues to the Supervisor as needed.

PROCESSES AND PROCEDURES

Oversee daily retail order activity, confirming all orders are processed accurately and on schedule Monitor all accounts for proper coverage, operational consistency, and workflow efficiency Process retail orders during high-volume periods Ability to work under pressure to solve daily retail account issues with orders on a timely basis and work with retail account managers for resolution. Assist Inside Sales team with order issues, customer concerns, and account-specific requirements Act as the escalation point for order issues, collaborating with internal teams to resolve challenges Work closely with the Supervisor to relay operational concerns, recurring issues, or delays and implement guidance Monitor orders for short shipments, credits, and discrepancies; assist with credit resolution and return processes Submit manual webforms for invoicing when automated processes are unavailable Participate in rollout planning meetings and post-rollout reviews, tracking progress and reporting risks or challenges to the Supervisor Monitoring that all team members are entering and updating information correctly in Maximizer Ensure email templates, communication tools, and operational documentation remain current and notify the Supervisor of updates impacting the team Monitor and manage multiple retail mailboxes; review requests, route tasks appropriately, and escalate complex or time-sensitive inquiries to the Supervisor Track recurring operational issues and provide feedback to the Supervisor to help improve workflow and team efficiency Assist with training new team members on systems, procedures, and order processing practices Collaborate with cross-functional teams to resolve operational challenges and implement process improvements Participate in weekly operational and retail touch-base meetings, providing updates, sharing insights, and assisting the Supervisor with follow-up actions

Requirements:

Strong mentoring skills and conflict resolution skills High School diploma Excellent verbal and written communication skills Ability to oversee work in a team-based environment. Knowledge of MS Windows and MS Office Two (2) years related experience Attention to detail and knowledgeable of retail accounts Ability to manage multiple priorities while maintaining accuracy and deadlines Ability to work under pressure in a fast-paced environment

COMPANY BENEFITS

Competitive Compensation Generous Paid Time Off 10 Paid Holidays Medical, Dental & Vision Insurance Biannual Bonus Program 401k with Company Match Company Paid Life Insurance Annual Reviews and Merit Based Raises Room for Advancement and Career Growth

COMPANY DESCRIPTION

Schluter Systems is a family-owned and internationally renowned company that has been rapidly growing over the last 10 years. The Schluter brand is backed by a team of people working together to create a line of innovative products that provide solutions to the tile industry. We're looking to build our team with individuals who like to think BIG and want to be part of what makes our products extraordinary. We are a company that treats its employees, suppliers, and customers as long-term partners. Where success is built on a win-win philosophy and everyone should benefit. "Profit is not the goal of the business. Profit is the consequence of a job well done" Werner Schluter, Founder Are you interested in a truly unique and special company? Hear from our employees on what it means to be part of the Schluter family: http://www.schluter.com/careers . Then if you're ready to see life in Orange, talk to us about this career opportunity at Schluter Systems. This pay range reflects the base hourly rate or annual salary for positions in this job grade, with the final offer depending on factors like experience, education, location, and other relevant considerations. Additionally, this role qualifies for extra benefits beyond the base pay range mentioned. At Schluter Systems, we are dedicated to creating an inclusive environment that celebrates diverse perspectives and ensures all individuals are valued and supported, without discrimination based on race, religion, color, national origin, age, sex, gender, disability, genetic information, or any other characteristic protected by law. Our commitment to equal opportunity extends to all aspects of employment, including recruitment, hiring, promotion, training, compensation, benefits, and transfers. All employment decisions at Schluter Systems L.P. are based solely on merit, qualifications, and business needs. #SSIND