Inside Sales Account Specialist

Responsibilities & Duties

Assigned to the most complex customers, partners, and processes designed to proactively respond to inquiries and requirements from business partners/customers in a timely and professional manner, including product information, price, availability, lead-time, order entry, technical assistance, expediting, etc. May recommend process improvements or assignment of particular circumstances to other product/customer responsible specialists in the department.

Responsible for consistently delivering service excellence to all customers/partners, maintaining a high level of professionalism, integrity, ethical behavior, and mutual respect at all times.

Leads business partner/customer visits to WIKA locations and coordinates with other departments to ensure business objectives are achieved.

Travels to business partner/customer sites to support business objectives on a quarterly basis (7-10% travel).

Leads regularly scheduled reviews of business partner/customer accounts to include sales figures, products sold, and forecasting for future demands.

Recommends major changes to operating procedures to management, implements improvements to certain standard operating procedures independently, and aligns on business guidelines that drive improved service levels.

Initiates and takes ownership of corrective actions derived from comprehensive analysis of business partner/customer feedback.

Designs and spearheads targeted initiatives and programs aimed at elevating the NPS (Net Promoter Score) for designated business partners/customers, taking full ownership of their implementation and success.

Proactively uncovers avenues for optimizing services and tools, enhancing business efficiencies in collaboration with partners/customers; actively leads the implementation of e‑business solutions in partnership with them.

Champions mentorship, offering expertise and guidance as a cornerstone of the customer care team, effectively seizing opportunities and decisively resolving issues.

Leads by example in fostering continuous learning, actively engages in group trainings while proficiently demonstrating an advanced level of product, application, business, or industry knowledge, and takes an active role in training and mentoring junior members within the customer care team, imparting expertise and guidance to ensure their growth and development.

Develops business partner/customer training programs for inside sales in alignment with annual Mutual Action plans.

Actively manages and cultivates the relationship matrix between WIKA inside sales teams and our valued business partners, taking full ownership to ensure seamless collaboration and mutual success.

Serves as the liaison between business partners and other WIKA departments (e.g., PMO, Tech Support) and maintains excellent internal relationships across the organization.

Champions proactive cross‑selling initiatives to expand WIKA sales specifically with designated business partners/customers, and instructs and guides others on navigating product complexities and engaging with high‑level customers/partners to capitalize on cross‑selling opportunities effectively.

Leads special projects as assigned. Other duties as assigned.

Profile

Bachelor’s degree in Business หรือ Technical field or equivalent experience.

Hands‑on experience in Customer Service, Account Management, and/or Inside Sales is essential for this Senior Subject Matter Expert role, typically 5‑7 years working with Manufacturer’s Reps, Distributors and OEM Customers.

Proven proficiency in deciphering and precisely interpreting complex customer drawings within WIKA’s product portfolio, including the capability to deeply comprehend and translate intricate customer drawings to ensure seamless integration and support within the customer’s operational framework.

Demonstrated ability to swiftly and comprehensively process intricate technical information within assigned specialized technical product domain to rapidly analyze and effectively apply complex technical details, ensuring precise and informed support for customers’ critical operations.

Effectively articulates and conveys complex technical information with precision in both written and verbal communications, demonstrating strong interpersonal etiquette and professional demeanor, including over the telephone.

Expert proficiency in the comprehensive utilization of Microsoft Office 365 Suite for intricate data analysis, reporting, and documentation.

Advanced expertise in navigating and leveraging Microsoft Dynamics ERP, particularly in managing and interpreting customer data and orders.

Voice of the Customer (VOC) and Customer‑Centric Lean Six‑Sigma training, a plus.

Benefits

Work‑life integration

Mobile working

Flexible working hours

Pension scheme

Good development opportunities

Employee discounts

Attractive remuneration system

Health initiatives

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