Job Description

Role Purpose

The Inside Sales Specialist is a mission-critical commercial execution role, responsible for fast, consistent, and high-quality handling of all inbound leads generated through DGX channels (web, chat, WhatsApp, phone, campaigns).

The role exists to convert demand into qualified pipeline, ensure speed-to-response, provide budgetary quotations, and execute structured handoff to field sales or distributors, directly contributing to DGX revenue growth, pipeline quality, and customer experience improvement.

This role is a cornerstone of DGX’s shift from “hustle” to a repeatable, scalable growth engine, as outlined in the 2025–2028 MLB plan.

Scope of Role (Australia)

• Covers all GD Australia inbound leads across:
• CSS (Compressed Air & Services)
• PFT (Process Flow Technologies)
• Handles ~20 inbound leads per day (average benchmark), with variation by business and campaign intensity
• Works standard business hours; no after-hours support requirement
• Inbound-first role, with selective outbound activity focused on:
• Aftermarket
• Recurring revenue
• Nurture and re-engagement opportunities

Key Responsibilities

1. Inbound Lead Handling (Core Accountability)

• Respond to all inbound leads via: Web forms, Web chat, WhatsApp, Phone
• Deliver first response within defined SLA to maximize conversion likelihood
• Maintain professional, customer-centric communication aligned to DGX scripts and tone guidelines

2. Lead Qualification & Conversion

• Conduct structured qualification (BANT-style): Budget, Authority, Need, Timing
• Assess urgency, application, and buying intent
• Convert qualified leads into Salesforce Opportunities
• Assign opportunities to Field Sales, Distributor partners, Inside Sales ownership

3. Budgetary Quoting

• Prepare and issue budgetary (indicative) quotes within defined scope
• Ensure quote accuracy, documentation, and CRM traceability
• Capture customer feedback and update opportunity status accordingly

4. Handoff & Sales Alignment

• Execute seamless handoff to sales within SLA
• Ensure Salesforce data completeness:
• Opportunity value
• Product line
• Campaign attribution
• Notes and qualification summary
• Collaborate closely with Sales to improve opportunity acceptance and win rates

5. Nurture, Follow-Up & Outbound Support

• Execute structured follow-up sequences:
• 6–8 touches over 5 business days
• Proactively support:
• Aftermarket opportunities
• Recurring service and maintenance cycles
• Recycle or close unresponsive leads based on DGX rules

6. Data, CRM & Feedback Discipline

• Maintain high CRM hygiene in Salesforce
• Provide feedback to DGX on:
• Lead quality
• Campaign effectiveness
• Customer pain points (VOC insights)
• Support continuous improvement of DGX processes

Capability & Experience Requirements

Essential

• 2–5 years in Inside Sales, Sales Support, or Commercial Operations
• Strong customer communication skills (written & verbal)
• CRM experience (Salesforce preferred)
• Ability to handle high inbound volume with discipline and accuracy
• Commercial curiosity and coachability

Desirable

• Experience in industrial, engineering, or B2B environments
• Exposure to quoting or CPQ processes
• Understanding of aftermarket or service-based sales cycles

Governance & Enablement

• Onboarding aligned to DGX 30-60-90 day enablement framework
• Ongoing coaching supported by:
• GD Australia Commercial leadership
• AP Inside Sales Lead
• Performance reviewed via:
• Weekly KPI dashboards
• Monthly performance reviews
• Quarterly DGX alignment sessions