Manager, Sales Support Representative (SSR)

The Manager of Sales Support Representatives (SSR) plays a critical leadership role in driving operational excellence, team development, and cross-department alignment. This individual oversees a multi-state team responsible for quote accuracy, order entry, and overall sales support performance.

Success in this role requires a process-minded, change-oriented leader who continuously identifies opportunities to improve workflows, enhance consistency, and strengthen collaboration between SSRs and Regional Sales Representatives. The ideal candidate is an honest, direct communicator who sets clear expectations, builds trust, and models CDI’s values of FAST, FUN, and EASY!

This role offers the opportunity to influence both team development and operational success across the Sales Support function. CDI provides a collaborative, energetic, and supportive environment where innovation and teamwork are core to our culture.

Responsibilities

• Lead, manage, and hold accountable a multi-state team of Sales Support Representatives.
  
• Conduct weekly 1:1 coaching check-ins with each SSR to support performance, development, and growth.
  
• Facilitate the weekly Level 10 meeting for all SSRs, focusing on prioritization, accountability, issues solving, and continuous improvement.
  
• Attend and contribute to the weekly Level 10 Sales Meeting with RSRs, ensuring alignment and strong communication between SSRs and field sales.
  
• Act as the primary resource for quoting and order entry support, providing clarity and guidance as needed.
  
• Audit quotes for accuracy, completeness, and adherence to standards.
  
• Create, track, and report on key performance metrics, holding the team accountable for achieving goals.
  
• Identify, recommend, and implement process improvements to streamline workflows and reduce errors.
  
• Lead onboarding and training for new SSR hires, establishing consistent expectations and best practices.

• High school diploma required; Bachelor’s degree preferred (Business or related field). Equivalent relevant experience will be considered.
  
• Background in hospitality or customer-first environments strongly preferred.
  
• Strong understanding of sales processes and operational best practices.
  
• Proven ability to manage and lead teams with direct, honest, transparent communication.
  
• Demonstrated experience in creating and enforcing performance metrics.
  
• Strong organizational skills and high attention to detail.
  
• Confident presenting and facilitating in both group and one-on-one settings.
  
• Ability to build strong relationships across departments and manage conflict constructively.
  
• Alignment with CDI’s values: FAST, FUN, EASY.