Summary
Overview
Work History
Education
Skills
Timeline
SalesManager

Keith Ruthenberg

Greer,South Carolina

Summary

Highly accomplished and results-driven sales manager with over 25 years of experience. Hires and retains top-performing individuals, ensuring a high-performing team. Successfully manages a portfolio of over 20,000 accounts, driving annual revenue of $50M+. Proficient in inbound customer service, sales support, and associate training, enabling seamless operations and exceptional customer experiences. Committed to improving processes in rapidly evolving markets, constantly seeking innovative solutions. Proactive at addressing challenges head-on and driving impactful outcomes. Skilled in customer life cycle management, building loyalty, and fostering long-term relationships that drive business growth.

Overview

27
27
years of professional experience

Work History

Director of Sales and Customer Experience

Travers Tool Company
10.2015 - Current
  • Responsible to deliver sales results for Travers Tool USA and Canada. Customer segments include B:B, B:C, Education and Wholesale. Sales channels include Field Sales, Telesales, Retail and Technical Support
  • Sales team is located in NY, SC, CA, and other remote work from home location
  • Responsible for Call Center Support teams which include Customer Service, Special Order Quote Desk, Returns/Credit, Website and Marketplace support
  • Develop sales strategies and sales budgets for targeted market segments in support of the company growth strategy
  • Work with Marketing to drive customer retention and revenue growth within each customer life cycle
  • Life cycle management is divided in new customers, retention, reactivation and wallet share
  • Develop a performance driven sales culture with relevant job scorecard, KPI´s and compensation structure
  • Drive disciplined sales funnel management within each customer segment thru leveraging the sales process and CRM tool (Hubspot)
  • Coach through consistent and transparent feedback, development planning, and performance management
  • Use appropriate interpersonal styles and techniques to gain buy-in of ideas and plans
  • Development of many internal training programs to increase revenue and improve employee retention
  • Developed and deliver for all sales reps a 3-day, industry specific, sales training (ADQOR)
  • Implemented BI reporting tools to support revenue growth
  • Implemented CRM, ticketing system (customer support) and call center phone systems (Ring Central)
  • Worked with tech team to develop a six-month, bi-weekly product training program for all new hires
  • Identified the need and built many stand-alone advanced product trainings including hands on classes at a local community college
  • Championed continuous improvement initiatives to drive operational excellence within the organization
  • Created a culture where training and promoting from within the company is the new norm
  • Drive recruiting efforts for all sales and customer service positions.
  • Increased employee morale, reduced turn-over rates, increased average tenure by actively recruiting top-tier candidates from diverse backgrounds
  • Leveraged data and analytics to make informed decisions and drive business improvements

Outbound Sales Manager

MSC Industrial Supply
10.2014 - 10.2015
  • Recruited and led a high-performing telesales team, consistently exceeding quarterly goals and expectations.
  • Managed B2B sales team of three direct reporting supervisors and 35 front line sales associates
  • Responsible for $50 million in annual revenue
  • Boosted sales revenue by implementing effective outbound sales strategies, trainings (Redbook Program) and tactics
  • Developed executive presentations and reports to facilitate project evaluation and process improvement
  • Defined clear targets and objectives for sales team and reporting supervisors
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy
  • Recognized top performers within the team through incentive programs, fostering a competitive yet collaborative environment in pursuit of shared goals
  • Streamlined communication between departments for better understanding of client needs and requirements
  • Improved sales processes by analyzing data (Crystal reporting), identifying inefficiencies, and recommending solutions
  • Collaborated with marketing teams to create targeted campaigns for lead generation and increased customer acquisition
  • Mentored junior team members to improve their skills, promoting a culture of continuous learning and development within the department

Senior Outbound Sales Supervisor

MSC Industrial Supply
11.2002 - 10.2014
  • J&L Industrial Supply acquired by MSC Industrial Supply in 2006
  • Responsible for a 15-member outbound telesales team
  • Sales reps each had a portfolio of 250-300 customers with annual sales revenue of $1.5 million dollars
  • Developed a comprehensive training program for all new sales associates (Redbook)
  • Personally trained hundreds of team members and managers on the Redbook sales process
  • Developed numerous stand-alone training programs to drive profitability
  • Established vendor relationships for technical support and associate education to increase market share
  • Implemented innovative programs to increase employee loyalty and reduce turnover
  • Developed executive presentations and reports to facilitate project evaluation and process improvement
  • Defined clear targets and objectives and communicated them to team members
  • Planned and directed team and department meetings along with associate performance evaluations
  • Spearheaded many cross-functional initiatives
  • Identified investment opportunities, threats and challenges to accurately forecast the company budget
  • Developed the J&L Customer Life Cycle program which tripled sales of a new customer in their first year

Inbound Call Center Supervisor

J&L Industrial Supply
11.2000 - 10.2002
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Analyzed call volume and average call time to monitor CX Teams performance and productivity
  • Successfully implemented a highly successful up sell program which included developing a 4 hour up selling/cross selling sales training, building front facing screens in business system, KPI’s and reporting
  • Addressed and resolved customer product complaints empathetically and professionally
  • Gathered and verified all required customer information for tracking purposes
  • Accurately documented, researched and resolved customer service issues
  • Identified chronic customer issues by creating and maintaining customer complaint log
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions
  • Prepared reports and communication for senior management
  • Initiated operations improvements to improve overall call center productivity
  • Provided incentive to increase productivity by offering employees awards for best customer service
  • Oversaw call center employees to ensure customer satisfaction metrics were consistently achieved
  • Monitored Customer Service Representative performance, productivity and quality by analyzing call activity and call duration and customer satisfaction
  • Met or exceeded service and quality standards every review period

Special Order Team Associate

J&L Industrial Supply
02.1998 - 10.2000
  • Hired to quote and close company quotes for unassigned B:B accounts
  • Set margins for non-stock and made to order special items
  • Upsold and cross sold products while helping my co-workers to develop a library of companion products
  • Developed strong cooperative relationships with coworkers and managers
  • Increased customer satisfaction by providing exceptional support and resolving issues in a timely manner
  • Developed strong customer service and product knowledge skills to enhance individual and team performance

Education

Associate Degree - Business

Macomb Community College
Warren, Michigan

Paramedic Certification -

Macomb Community College
Warren, Michigan

Skills

  • Revenue growth
  • Field sales management
  • Call Center management
  • Culture development (sales driven)
  • Sales strategy development
  • Marketing strategy development
  • Life Cycle management
  • Sales forecasting
  • Sales management
  • Performance Management
  • Training development (sales and product)
  • Sales process optimization
  • Recruiting "A" Players
  • Project management
  • Cross-functional team leadership
  • Reliability and trustworthy
  • Professionalism
  • Profit and Loss Management
  • Change Management
  • Resource Allocation
  • CRM implementation and utilization
  • Hubspot CRM
  • Ring Central phone system
  • B to B sales
  • Strategic account development
  • Presentation Skills
  • Budget Management
  • Brand-building strategies
  • Business Development
  • Customer Acquisition
  • Profit and revenue-generating strategies

Timeline

Director of Sales and Customer Experience

Travers Tool Company
10.2015 - Current

Outbound Sales Manager

MSC Industrial Supply
10.2014 - 10.2015

Senior Outbound Sales Supervisor

MSC Industrial Supply
11.2002 - 10.2014

Inbound Call Center Supervisor

J&L Industrial Supply
11.2000 - 10.2002

Special Order Team Associate

J&L Industrial Supply
02.1998 - 10.2000

Associate Degree - Business

Macomb Community College

Paramedic Certification -

Macomb Community College

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Keith Ruthenberg