**JOB SUMMARY **

The ISR Team Lead is a working lead role within Inside Sales responsible for balancing individual sales and customer support responsibilities with day-to-day team support on the sales floor. This position serves as a resource for Inside Sales Representatives by helping reinforce priorities, supporting workflow execution, assisting with issue resolution, and promoting strong customer responsiveness and sales performance.

This role is expected to remain actively engaged in ISR work while also providing leadership support to the team. The ISR Team Lead does not function as the formal manager of the department, but plays an important role in helping drive daily execution, consistency, and communication across the team.

**ESSENTIAL DUTIES AND RESPONSIBILITIES **

• Respond to customer inquiries by phone, email, and other communication channels in a timely, professional, and efficient manner

• Manage sales opportunities for all product lines and perform sales tasks necessary to turn opportunities into billable sales

• Enter quotations and orders into sales order processing systems and ensure accurate sales information, including delivery, payment terms, and other critical order details

• Confirm orders with customers and perform follow-up and order clean-up as necessary

• Check inventory and fulfill orders from inventory when possible

• Source products for manufacturers not currently supplied by Radwell and support pricing efforts as needed

• Build new customers in sales order processing systems and maintain complete and accurate customer information

• Perform product and price maintenance in business systems and support ongoing database cleanup and maintenance

• Proactively develop new business through outbound customer calls and other sales activity

• Support the day-to-day flow of work on the sales floor by helping reinforce priorities, coverage, responsiveness, and follow-up

• Serve as a point of contact for team members who need guidance on customer issues, order flow, system questions, and day-to-day problem solving

• Help support onboarding and peer training for new or developing team members

• Reinforce established processes, service expectations, and best practices across the team

• Help monitor team activity levels, quote flow, responsiveness, and general execution, escalating concerns to leadership as needed

• Assist leadership in communicating daily goals, operational priorities, and workflow expectations

• Partner with leadership to identify process gaps, training needs, and opportunities for continuous improvement

• Interact with departments across Radwell to help resolve issues and support customer commitments

• Maintain a high degree of customer satisfaction as measured through feedback, survey results, and other business indicators

• May be modified from time to time. Other duties, tasks, and work may be assigned

**METRICS **

• Individual quote and order activity

• Individual invoiced dollars generated

• Quote-to-order ratio

• Outbound call activity

• Customer responsiveness and follow-up

• Accuracy and timeliness of order entry and sales support activity

• Team support effectiveness, including workflow follow-up and issue escalation

• Customer satisfaction results and feedback

• Contribution to team productivity and daily sales floor execution

**QUALIFICATI ONS **

• Must understand the sales cycle; ability to understand the Radwell International sales cycle

• Strong computer skills; ability to learn and understand Radwell computer systems to perform job tasks in an automated environment

**KNOWLEDGE & SKILLS REQUIRED **

• Strong computer proficiency

• Proficiency using email, the internet, Microsoft Office, and other business systems

• Strong understanding of the sales cycle and the Radwell sales process

• Ability to balance individual workload with team support responsibilities

• Strong communication and interpersonal skills

• Attention to detail

• Problem solving abilities

• Ability to multi-task in a fast-paced sales environment

• Ability to sell and support others in effective sales execution

• Ability to provide day-to-day guidance and peer leadership in a collaborative manner

• Ability to reinforce expectations and escalate issues appropriately

**EDUCATION & EXPERIENCE **

• High School Diploma or equivalent preferred

• Previous sales experience in a related environment or a college degree in business or a related field of study preferred

• Demonstrated success in inside sales, customer support, or related commercial work

• Experience serving as a peer resource, trainer, or informal team lead preferred

• Ability to work effectively with team members and leadership in a fast-paced environment

**PHYSICAL DEMANDS **

This is an office job and entails the physical demands associated with operating a telephone and computer (viewing monitor, keyboard, mouse)

EMPLOYEE EVALUATION SUMMARY

Employee will be evaluated on quantitative productivity levels regarding amount of sales that result from actions, number of items processed/followed-up and related activity.

The employee will also be evaluated according to customer satisfaction levels as identified by customers through our survey system and other feedback mechanisms. In addition to regular coaching, employee will receive the following written evaluations:

• Introductory Review -- Will be written at approximately 80 days after employment and will be used to determine whether employee has sufficiently met and performed the job requirements, and will indicate whether employment will continue

• Monthly Reviews – Employee will be given a brief written monthly review primarily focused on quantitative performance and measurement of activity

• Annual Reviews – Employee will be given a formal regular annual review, which assesses productivity and demonstrated business skills and accomplishments for the previous period.

**WORK SCHEDULE **

The work hours will be established between the manager and employee based on the scheduling and coverage needs of the company. The schedule will generally be an 8-hour period between the hours of 8:00 am and 7:00 pm, Monday through Friday with one-hour break. Up to 2 hours of Overtime each day is allowed as workload permits. Adherence to attendance and coverage policies is expected to be followed diligently. Time off will be granted with proper formal notice in accordance with company policy.

**WORK ENVIRONMENT **

The environment is a professional open call center office environment. It may be necessary from time to time to go to our inventory warehouse or our repair center, or to other departments relative to the requirements of the position. Dress attire is casual but professional in an office setting. All employees are required to wear “Radwear” (shirt with company logo) at all times once the initial supply (at company expense) has been received. Radwell ID Badge and Access card must be worn at all times. Radwell Safety Policies must be adhered to at all times.

**EMPLOYER'S RIGHTS **

This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

SALARY INFORMATION

The recruiting base salary range for this full-time position is $_______ / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. **** Additionally, this role is bonus-eligible, with a target bonus percentage that provides an opportunity to earn even more based on company performance.

BENEFITS INFORMATION

Radwell offers a comprehensive benefits package including health, dental, and vision coverage. The Company provides company sponsored short-term and long-term disability benefits, as well as $50,000 in Life insurance. These benefits, along with additional voluntary benefits, are available to all regular full-time employees beginning on first day of employment. All employees are automatically enrolled at 3% into the Company’s 401(k) Plan on the first of the month following 90 days of continuous employment. Employees are eligible for common paid Company Holidays and 15 days of PTO annually, which begin accruing on first date of employment and may be used immediately upon joining the team.

Required Skills

Required Experience