Job Description

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)