Director of Direct Sales

Wholesaler: Columbia Distributing

Location: Kent, WA


Classification: Exempt

Reports to: SVP of Business Development

Last Updated: September 17, 2018



The Director of Direct Sales’ responsibilities include, but are not limited to the following:

  1. Partnering with various functional groups within Columbia to develop and implement a newly designed call center, including selection of software and hardware that integrate with Columbia’s current Route Accounting Software.
  2. Conducting effective resource planning to maximize the productivity of resources (people and technology)
  3. Partnering closely with Columbia’s Business Development and Sales teams to develop performance metrics for the call center’s day-to-day activities
  4. Collecting and analyzing call-center statistics to manage the department’s performance

Key Responsibilities

  • Build, implement, and maintain a newly designed call center, including people, process, and technology
  • Establish call center metrics to drive team’s performance
  • Accomplish sales and distribution goals by executing the monthly, quarterly and annual business objectives, and company initiatives within the designated Direct Sales Accounts
  • Administer, educate and train employees to ensure the execution of company goals and priorities.
  • Interact respectfully and maintain dialog with inter-company departments, suppliers and customers.
  • Provide reporting to various company functions regarding sales and call center statistics
  • Maintain a high level of industry knowledge regarding the call center
  • Monitor competitive activity and communicate strategies.
  • Recruit, train, supervise and evaluate department staff.

Key Competencies

  • Proven experience as call center manager or similar position, preferably in the IT industry
  • Experience in customer service
  • Strong sense of accountability
  • Ability to develop and motivate staff to achieve maximum potential
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Proficient in MS Office and call center equipment/software programs
  • Excellent organizational, time management, and leadership skills with a problem-solving ability
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
  • General knowledge of industry products.
  • Excellent communication skills, articulate with strong public speaking ability / experience and excellent writing skills.
  • Ability to develop strong relationships with internal and external customers.
  • Ability to work independently while managing multiple tasks and meet deadlines.

Must Be At Least 21 Years Old


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