First-Line Supervisors of Non-Retail Sales Workers


Also called : Customer Service Department Supervisor, Customer Service Supervisor, Driver Sales Supervisor, Information Center Supervisor, Inside Sales Supervisor, Reservations Supervisor, Sales Department Supervi

What they do


Directly supervise and coordinate activities of sales workers other than retail sales workers. May perform duties such as budgeting, accounting, and personnel work, in addition to supervisory duties.

On the job, one would


  • Monitor sales staff performance to ensure that goals are met.

  • Provide staff with assistance in performing difficult or complicated duties.

  • Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or performing specific services.

  • Listen to and resolve customer complaints regarding services, products, or personnel.

  • Keep records pertaining to purchases, sales, and requisitions.

KNOWLEDGE


  • Customer and Personal Service
    Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

  • Administration and Management
    Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

  • English Language
    Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

  • Personnel and Human Resources
    Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

SKILLS


  • Active Listening
    Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

  • Management of Personnel Resources
    Motivating, developing, and directing people as they work, identifying the best people for the job.

  • Monitoring
    Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

  • Speaking
    Talking to others to convey information effectively.

  • Coordination
    Adjusting actions in relation to others' actions.

ABILITIES


  • Oral Comprehension
    The ability to listen to and understand information and ideas presented through spoken words and sentences.

  • Oral Expression
    The ability to communicate information and ideas in speaking so others will understand.

  • Speech Recognition
    The ability to identify and understand the speech of another person.

  • Speech Clarity
    The ability to speak clearly so others can understand you.

  • Deductive Reasoning
    The ability to apply general rules to specific problems to produce answers that make sense.

PERSONALITY

People interested in this work, will do well at jobs that need;

  • Attention to Detail
    Job requires being careful about detail and thorough in completing work tasks.

  • Integrity
    Job requires being honest and ethical.

  • Dependability
    Job requires being reliable, responsible, and dependable, and fulfilling obligations.

  • Leadership
    Job requires a willingness to lead, take charge, and offer opinions and direction.

  • Initiative
    Job requires a willingness to take on responsibilities and challenges.

  • Self-Control
    Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

  • Cooperation
    Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

  • Stress Tolerance
    Job requires accepting criticism and dealing calmly and effectively with high-stress situations.

  • Achievement/Effort
    Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.

  • Concern for Others
    Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.

TECHNOLOGY

  • Accounting software

  • Calendar and scheduling software

  • Customer relationship management CRM software

  • Data base user interface and query software

  • Electronic mail software

  • Enterprise application integration software

  • Enterprise resource planning ERP software

  • Financial analysis software

  • Graphics or photo imaging software

  • Internet browser software

  • Office suite software

EDUCATION AND TRAINING

  • Preparation

    Considerable Preparation Needed

  • Education

    Four-year bachelor degree

  • Experience

    A considerable amount of work-related skill, knowledge, or experience is needed for these occupation

  • Jobtraining

    Employees in these occupations usually need several years of work-related experience, on-the-job training, and/or vocational training.

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