General Summary
This position is responsible for contributions to create and maintain good customer relationships by providing excellent customer service through accurate order placement, applying a professional and helpful approach always and being proactive in resolving problems.
This position is responsible for maintaining and developing agreed customer portfolio, with a keen focus on account management, to capitalize on customer relationships, follow up leads and maximize sales potential.
Essential Job Functions
Ensure the service provided to current customers is to a high standard
Develop a key account management concept for relevant customers and ensure that they are contacted on a regular basis
Provide advice and guidance to customers in the correct selection of products or services
Obtain feedback on a regular basis
Manage customer complaints in a timely and professional manner
Order fulfilment, communicating expected delivery date, and explaining stock‑outs.
Assesses competitors by analysing and summarising competitor information and trends and identifying sales opportunities.
Updates job knowledge by studying new product descriptions and participating in educational opportunities.
Sales
Oversee the day to day running of external orders and enquiries received, including logging enquiries, updating, amending, managing entries to reflect current status
Process orders received from inbound phone call, email from customers and sales team members. Liaise with operations and logistics to ensure all orders are delivered on schedule
Maintain the customer relationship management system
Ensure that product/service offering is maximised to existing customers including cross selling and upselling opportunities
Achieve agreed targets for cold calling in order to increase revenue
Assist with maintenance and further development of the sales and marketing plan, to develop the customer base
Administration
Plan and organise to ensure that all calls are properly logged ready for follow up, and that a weekly sales plan with priorities, goals and achievements can be formulated.
Liase with customer and sales team for retrieval of outstanding loaner and demo products
Liase with customer and sales team for outstanding void of warranty quotes sent in for repair
Website lead conversion process, work with sales team and marketing for effective messaging and assignment
Assist sales team with any customer relationship management questions and/or updates (salesforce)
Respond to and assist any customer voicemail(s) regarding but not limited to product questions, pricing, purchasing
Backorder report at the end of the business day
Lead will oversee training
Canada purchase orders
Process Blatchford E‑Commerce orders
Provide open territory coverage when needed
Update CRM/SF of new and current business contacts to properly align with customer account
Key Measures & Targets
Manage a customer portfolio in a changing environment, with a focus on upselling / cross selling to customers daily via inbound calls the whole range of products/services
Build a pipeline of opportunities in CRM for new business, negotiate and close those sales opportunities to ensure sales targets are met
Ensure customer feedback is sought and captured on a timely basis
Qualifications
Basic computer skills with Microsoft Office Suite
Familiarity with office software and phone systems a plus
Sales experience (closing skills, prospecting skills, technical understanding, building relationships, people skills, data entry skills, customer focus, professionalism, motivation for sales)
Ability to juggle a number of activities, with meticulous organization skills and ability to prioritize to deliver results
Commercial awareness
Previous use of a sales order processing system (ERP)
Self‑motivated, and ambitious with high standards
Team player that can help motivate and inspire work colleagues to deliver the same standards, and instil a desire to achieve Company objectives
Excellent communicator written and verbal, with both internal and external customers
Ability to network at exhibitions, customer events etc.
Flexible work schedule/attitude
Excellent customer facing and care skills
Attention to accuracy and detail, especially regarding documentation and adherence to processes
Ability to work independently and a team player able to work with all levels and departments
Ability to listen and communicate effectively, both written and verbal, with co‑workers and customers/clients in an effort to respond to inquiries.
Ability to problem solve and be solution driven.
It may be necessary to work to tight time constraints to meet set deadlines. This may occasionally require work to be completed outside of normal working hours.
Ability to remain calm in stressful situations, accept criticism and work well under pressure.
Education and Experience Requirements
Degree level education or equivalent
Sales and/or marketing qualification preferred
Traditional Physical Requirements
Requires prolonged sitting, standing, bending, stooping and stretching.
Requires eye‑hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).
The above statements reflect general nature and level of work considered necessary to perform the essential functions of the job identified and is not a detailed description of all work requirements that may be inherent in the job. Not all functions listed may be performed and other duties may be assigned to meet business needs as determined by the Company.
The nature of this job is such that it can’t be performed at home because, among other things, the parts, equipment, and/or tools necessary for this position are at work.
The Company is an equal opportunity employer and does not discriminate against employees or applicants on the basis of race, religion, creed, color, national origin or ancestry, sex, age, marital status, sexual orientation, disability, veteran or military status, or any other basis that would be in violation of any applicable federal, state or local law. The Company will make a reasonable accommodation to known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation would impose an undue hardship on our operation. Any employee who believes he or she may require such accommodation should contact Human Resources.
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This position is responsible for maintaining and developing agreed customer portfolio, with a keen focus on account management, to capitalize on customer relationships, follow up leads and maximize sales potential.
Essential Job Functions
Ensure the service provided to current customers is to a high standard
Develop a key account management concept for relevant customers and ensure that they are contacted on a regular basis
Provide advice and guidance to customers in the correct selection of products or services
Obtain feedback on a regular basis
Manage customer complaints in a timely and professional manner
Order fulfilment, communicating expected delivery date, and explaining stock‑outs.
Assesses competitors by analysing and summarising competitor information and trends and identifying sales opportunities.
Updates job knowledge by studying new product descriptions and participating in educational opportunities.
Sales
Oversee the day to day running of external orders and enquiries received, including logging enquiries, updating, amending, managing entries to reflect current status
Process orders received from inbound phone call, email from customers and sales team members. Liaise with operations and logistics to ensure all orders are delivered on schedule
Maintain the customer relationship management system
Ensure that product/service offering is maximised to existing customers including cross selling and upselling opportunities
Achieve agreed targets for cold calling in order to increase revenue
Assist with maintenance and further development of the sales and marketing plan, to develop the customer base
Administration
Plan and organise to ensure that all calls are properly logged ready for follow up, and that a weekly sales plan with priorities, goals and achievements can be formulated.
Liase with customer and sales team for retrieval of outstanding loaner and demo products
Liase with customer and sales team for outstanding void of warranty quotes sent in for repair
Website lead conversion process, work with sales team and marketing for effective messaging and assignment
Assist sales team with any customer relationship management questions and/or updates (salesforce)
Respond to and assist any customer voicemail(s) regarding but not limited to product questions, pricing, purchasing
Backorder report at the end of the business day
Lead will oversee training
Canada purchase orders
Process Blatchford E‑Commerce orders
Provide open territory coverage when needed
Update CRM/SF of new and current business contacts to properly align with customer account
Key Measures & Targets
Manage a customer portfolio in a changing environment, with a focus on upselling / cross selling to customers daily via inbound calls the whole range of products/services
Build a pipeline of opportunities in CRM for new business, negotiate and close those sales opportunities to ensure sales targets are met
Ensure customer feedback is sought and captured on a timely basis
Qualifications
Basic computer skills with Microsoft Office Suite
Familiarity with office software and phone systems a plus
Sales experience (closing skills, prospecting skills, technical understanding, building relationships, people skills, data entry skills, customer focus, professionalism, motivation for sales)
Ability to juggle a number of activities, with meticulous organization skills and ability to prioritize to deliver results
Commercial awareness
Previous use of a sales order processing system (ERP)
Self‑motivated, and ambitious with high standards
Team player that can help motivate and inspire work colleagues to deliver the same standards, and instil a desire to achieve Company objectives
Excellent communicator written and verbal, with both internal and external customers
Ability to network at exhibitions, customer events etc.
Flexible work schedule/attitude
Excellent customer facing and care skills
Attention to accuracy and detail, especially regarding documentation and adherence to processes
Ability to work independently and a team player able to work with all levels and departments
Ability to listen and communicate effectively, both written and verbal, with co‑workers and customers/clients in an effort to respond to inquiries.
Ability to problem solve and be solution driven.
It may be necessary to work to tight time constraints to meet set deadlines. This may occasionally require work to be completed outside of normal working hours.
Ability to remain calm in stressful situations, accept criticism and work well under pressure.
Education and Experience Requirements
Degree level education or equivalent
Sales and/or marketing qualification preferred
Traditional Physical Requirements
Requires prolonged sitting, standing, bending, stooping and stretching.
Requires eye‑hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).
The above statements reflect general nature and level of work considered necessary to perform the essential functions of the job identified and is not a detailed description of all work requirements that may be inherent in the job. Not all functions listed may be performed and other duties may be assigned to meet business needs as determined by the Company.
The nature of this job is such that it can’t be performed at home because, among other things, the parts, equipment, and/or tools necessary for this position are at work.
The Company is an equal opportunity employer and does not discriminate against employees or applicants on the basis of race, religion, creed, color, national origin or ancestry, sex, age, marital status, sexual orientation, disability, veteran or military status, or any other basis that would be in violation of any applicable federal, state or local law. The Company will make a reasonable accommodation to known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation would impose an undue hardship on our operation. Any employee who believes he or she may require such accommodation should contact Human Resources.
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