Overview:
Responsible for customer service excellence by maximizing the sales team potential, maintaining and improving standards through collaboration with the Sales Support Executive team and other departments.
Provide first response to incoming callers, ensuring excellent customer experience.
Take responsibility for and resolve issues for all territory partners and customers.
Guide, coach, and manage the internal sales team activities to achieve sales and profitability targets.
Evaluate the performance of executives for compliance with company policies and objectives, contributing to attainment of goals.
Mentor team members to realize their full potential.
Monitor sales data via Salesforce and stay updated on market trends and customer needs.
Ensure accuracy and up-to-date information on Salesforce contacts and data.
Promote disciplined use of CRM and proper administration.
Handle pricing information in ERP/CRM to ensure accuracy and consistency on sales orders.
Maintain and improve the accuracy and timeliness of the sales order process.
Guide the creation of account plans for larger accounts and develop strong relationships with decision-makers.
Use Pareto analysis to prioritize top accounts contributing 80% of business, ensuring proactive service and familiarity.
Present company reports at management meetings.
Contribute to company strategy, KPIs, and activities within major accounts.
Improve call flow to enhance customer service experience.
Resolve product issues promptly; escalate when necessary with comprehensive information.
Proactively utilize Live Chat opportunities.
Investigate and process return requests.
Provide cover for colleagues during holidays and as overflow for SSE activities.
Continuously enhance product and job knowledge through learning opportunities.
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