Job Summary
A sales and sales support role responsible for servicing an assigned mix of Channel Partners and direct accounts, supporting field-based business development/sales resources, and supporting execution of day-to-day sales operations.
Primary Duties and Responsibilities
- Maintain regular contact with assigned accounts and Channel Partners to ensure healthy relationships.
- Use & maintain the company’s CRM system as per guidelines & standards.
- Qualify accounts per internal standards for size and product usage.
- Notify management of accounts that may qualify as developmental or key accounts.
- Compile & present price and delivery quotations.
- Follow- up on open quotes to secure the business and obtain feedback regarding the competitiveness.
- Process warranty claims & customer complaints.
- Render support to field-based business development personnel.
- Liaison & follow up with internal resources.
- Review/validate customer purchase orders
- Monitor/track the progress of critical orders and communicate status to concerned parties.
- Provide back up for other sales resources in their absences (as circumstances may require).
- Communicate with sales management regarding status of accounts and/or issues of note.
- Other duties may be assigned.
Key Performance Metrics
- Account & Channel Partner performance: Topline revenue & product mix
- Customer satisfaction as noted from formal surveys and informal feedback
- Number of accounts qualified as Developmental or elevated to Key account status
- Quote & tech advice turnaround time as noted in business system
- Quote/order accuracy as noted in warranty claims, complaints and rework log
- Outbound call quantity and duration as reported
- Subjective assessment of the quality and timeliness of Business Development Support
Qualifications and Education Requirements
- Customer service or technical sales experience
- Valve/Instrumentation experience is a plus
- Remote selling experience, i.e. via phone and e-mail,
- Competency with Microsoft Office suite of applications
- Able to effectively communicate via phone and in writing (e-mail).
- Able to work in an office environment; possibly seated and on a phone for long periods.
Required Competencies
- Action Oriented – Enjoys hard work; is action oriented & full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes opportunities when they arise
- Approachability – Is easy to approach & talk to; spends the extra effort to put others at ease; can be warm, pleasant, & gracious; is sensitive to & patient with the interpersonal anxieties of others; quickly builds strong rapport; is a good listener.
- Composure – Is cool under pressure; does not become cynical, moody, or hostile when times are tough; is considered mature; can be counted on to hold things together during tough times; can manage personal stress; is not knocked off balance by the unexpected
- Customer Focus – Is dedicated to meeting the expectations & requirements of internal & external customers; gets first-hand customer information & uses it for improvements in products & services; talks & acts with customers in mind
- Informing – Provides the timely information that others need to know to do their jobs effectively; provides direct, feedback & information to customers & team members so that they can make accurate & timely decisions
- Listening – Practices attentive & active listening; has the patience to hear people out; can accurately restate the thoughts & opinions of others even when he/she disagrees
- Organizing – Can orchestrate multiple activities at once to accomplish a goal; uses resources effectively & efficiently; arranges information & files in a useful manner
- Written Communications – Able to write clearly & succinctly in a variety of communication settings & styles; can get messages across that have the desired effect
Other Skills & Attributes
- Clear and pleasant speaking voice
- Ability to be positive, distinctive and memorable via phone
Additional Notes
Inter-relationships include working with sales team, manufacturing departments and outside customers (maintenance, engineering, and purchasing departments)