Sales and Customer Service Manager GAHH Brand

About GAHH Automotive (a TopDown Inc. company)

Since 1979, GAHH Automotive has been synonymous with quality in the automotive industry. Founded by a skilled craftsman in Southern California, we started manufacturing replacement convertible tops for luxury brands like Mercedes-Benz, Porsche, and BMW. Our reputation for excellence quickly spread, allowing us to expand our product line and customer base.

Today, GAHH Automotive offers convertible tops and interiors for luxury vehicles, including Mercedes, BMW, Porsche, Jaguar, Ferrari, and more. Our commitment to using the finest materials and our rigorous testing process ensures that every product meets the highest standards of fit and finish.

We serve professional trim shops, restorers, resellers, and end-users, providing fast turnaround times and exceptional customer service. GAHH sets the industry benchmark for quality and reliability, making us the go-to source for automotive restoration and customization.

We are looking for an experienced Customer Service and Sales Manager to join us and contribute to a legacy of craftsmanship and innovation.

Duties and Responsibilities Customer Service and Sales Manager GAHH

1. Manage Daily Operations: Oversee day-to-day operations of the contact center (Sales and CS), ensuring sales growth, efficiency, and customer satisfaction.
2. Team Leadership: Lead, motivate, and support a team within a time-sensitive and demanding environment.
3. Develop Sales Capabilities: Transform the current order-taking customer service team into a proactive sales-oriented team. Implement sales training programs and integrate sales goals into daily operations.
4. Create Sales Tools and Processes: Develop and implement sales tools and processes to enhance the team's sales capabilities.
5. Performance Metrics: Set performance standards to meet the company's sales and service goals. Track and analyze key performance indicators.
6. Staffing and Scheduling: Manage staff levels to ensure customer service excellence and budgetary efficiency.
7. Training and Development: Develop and oversee training programs to ensure staff are equipped with the necessary skills and knowledge.
8. Quality Assurance: Monitor and evaluate agent performance, providing feedback and coaching to improve quality and efficiency.
9. Customer Escalations: Handle complex and escalated customer service issues.
10. Reporting: Prepare reports on contact center performance and data-driven improvements.
11. Performance Dashboard Development: Design and implement a contact center dashboard to track performance metrics, including sales performance, customer satisfaction, and service efficiency.
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13. Establish a Sales Culture: Foster a culture that encourages upselling and cross-selling while maintaining high levels of customer satisfaction.
14. Cross-functional Collaboration: Work closely with other departments to promote the company’s objectives and projects.

Skills and Qualifications

1. Leadership Skills: Proven ability to lead and manage a contact center team in a dynamic environment.
2. Customer Service and Sales Expertise: Deep understanding of customer service and sales, and familiarity with customer service software and tools.
3. B2B Experience: Minimum of 5 years in B2B environments
4. Experience: Minimum of 7 years of experience in a contact center leadership role.
5. Adaptability: Ability to adapt to changing environments and unexpected shifts in priorities.
6. Communication Skills: Excellent communication skills, both verbal and written.
7. Knowledge of Automotive Aftermarket is a plus