Inside Sales management
· Establish clear department goals & objectives (define KPIs)
· Monitor, manage and improve KPI Metrics (sales, quotation and order throughput times,
customer satisfaction, hit rate ...)
· Continuous improvement of processes, procedures & work instructions
· Ensure compliance with internal control system measures
· Recognize and organize procedural and policy gaps and fix them pro-actively
· Incorporate a 24-7 customer service attitude
· Measure and improve individual inside sales performance (responsiveness, accuracy, sales, & efficiency)
· Coordinate and manage interactions with other departments (i.e. IT, Accounting, Engineering, Product
Management, Business Development etc.)
· Coordinate priorities with Engineering and Operations
· Coordinate and manage interactions with other group companies (i.e. Headquarters, STAHL HMI, India, etc.)
· Manage implementation and refine pricing policies
Business Development process
· Manage the business generation process (quotations, follow up, technical support, sales leads ...) for the SEA ,
Australia and Japanese market
· Implement comprehensive quotation proposals (technical advantages - customer benefits)
· Manage communications with External Sales team
· Clearly define Customer requirements & goals at the beginning of quotation process (Secure Customer
answers to engineering basic project questions upfront) in coordination with the External Sales team.
· Develop “opportunity ownership mentality”
· Initiate and manage proactive selling activities (Target customers with low sales, new customers, new & key
product promotions ...)
· Manage price negotiations in line with applicable rules and regulations.
· Manage customer complaint log and issue corrective and preventive actions
· Obtain Customer feedback through surveys, meetings & teleconferences
· Establish business improvement ideas and lean management
Order handling process
· Monitor and deliver on deadlines when necessary.
· Manage and charge for change orders.
· Manage quick turnaround of errors, mistakes & customer requests.
· Handle and coordinate RMAs (Return Material Authorization’s).
Developing the team
· Coach & train Internal Sales team members on efficient processes and policies
· Build technically competent Internal Sales team (Product, Applications & Customer Value) through coaching
and training.
· Coach and train on selling skills (selling basics, cross selling, etc.)
· Coach and train on proactive and effective customer service that builds strong & lasting customer
relationships.
Education and/or Experience Requirements
· Bachelor of Science degree in Electrical/Electronic or Instrumentation Engineering or Technology/Bachelor of
Engineering / Bachelor of Arts Business Administration
· Minimum of (5) years’ experience with proven Customer Service track record.
