Inside Sales Manager at Kaney, Inc – Rockford, Illinois

The Inside Sales Manager is responsible for growing revenue and improving customer satisfaction through proactive engagement, relationship building, and inside sales execution. This role manages the Return Material Authorization (RMA) process and collaborates closely with Operations, Engineering, Quality, and Program Management. The ideal candidate will be highly motivated, detail-oriented, and passionate about delivering excellent customer service while supporting aggressive business growth targets.

Major Responsibilities:

• Develop new business by identifying account potential, qualifying prospects, and initiating outbound contact (including cold calling, emailing, and online outreach).
• Manage and grow assigned customer accounts by planning daily outreach, providing timely follow-ups, and understanding long-term customer needs.
• Close sales by conducting presentations or product demos, overcoming objections, preparing contracts, and ensuring a smooth transition to long-term account ownership.
• Acquire and onboard new accounts with no prior revenue history through value-based selling and relationship development.
• Provide input into new programs, product enhancements, and sales strategies based on customer needs and competitive intelligence.
• Serve as the primary administrator for the Return Material Authorization (RMA) process, including intake, communication, tracking, and resolution.
• Manage customer complaints, coordinating internal investigations, developing solutions, and ensuring resolution is completed to satisfaction.
• Respond promptly to inquiries regarding products, quotes, orders, deliveries, and other service concerns.
• Ensure smooth onboarding and transition of new customers into repeat buyers.
• Maintain detailed weekly work plans and monthly sales activity reports.
• Track and forecast performance using CRM/ERP tools, including lead conversion rates, response times, and RMA metrics.
• Analyze market conditions, competitor activity, pricing changes, and customer feedback to adjust sales tactics.
• Provide territory and account analysis, including recommendations for product or policy changes.
• Partner cross-functionally with Engineering, Operations, and Quality to ensure alignment on customer expectations and deliverables.
• Collaborate with Program Management, Customer Service, and other commercial roles to ensure internal communication and customer satisfaction.
• Support continuous improvement in inside sales operations, order entry processes, and RMA lifecycle management.

Minimum Qualifications:

• Minimum 5 years of progressive inside sales or customer-facing commercial experience, preferably in manufacturing, aerospace, or defense sectors OR
• Bachelor's Degree (preferably in Business, Marketing, Engineering, or related field)
• Demonstrated experience in outbound sales generation and onboarding new accounts

Minimum Competencies:

• Excellent verbal and written communication skills
• Ability to lead through influence and manage customer-facing escalations
• High level of organization and ability to manage competing priorities
• Strong problem-solving and project management capabilities
• Proficiency in MS Office Suite (Word, Excel, Outlook, PowerPoint) and CRM/ERP platforms
• Familiarity with RMA, order entry, and customer service workflows
• Sales presentation experience, including live and virtual product demonstrations

Preferred Competencies:

• Experience managing or owning customer service and/or RMA resolution workflows is highly desirable

This position is required to meet Export Control compliance requirements, therefore a “US Person” as defined by 22 C.F.R. § 120.15 is required. “US Person” includes US Citizen, lawful permanent resident, refugee, or asylee.