Sales Operations Specialist II

JOB SUMMARY

This position is responsible for interfacing and building relationships with customers, distributors, channel partners, OEMs, engineers, end users, Regional Sales Managers (RSM) and other TSI offices around the world to provide World Class Customer Support. This position can provide pre sale and post sales support when applicable. This position may have other duties assigned based on specialized knowledge and experience.

The Inside Sales Representative is responsible for the whole process of customer satisfaction as the owner of the tasks until it’s satisfactorily closed.

JOB RESPONSIBILITIES

1. Build, develop and maintain customer relationship with key accounts, channel partners and end users. Provide assistance related to order status, pricing, lead-times, discount and service status etc.
2. Manage complete order fulfillment process and assure timely and accurate delivery (order entry and follow-up activities until order was successfully delivered and invoiced). Determine the accuracy of orders and provide order clean up prior to data entry.
3. Support customers and sales with import/export requirements and provide solutions ensuring compliance with all legal requirements.
4. Support customers and sales in all commercial questions concerning the ordering process.
5. Answer basic technical and product questions.
6. Provide and follow up quotations when applicable.
7. Enter customer complaints into CRM System Salesforce as part of the process and product quality initiative. Follow-up complaints to ensure customer satisfaction.
8. Answer incoming sales calls and e-mails, answer questions related to products, processes, orders etc.
9. Communicate with Regional Sales Managers, Technical Support, production and logistics and all other stakeholders to ensure processes are efficiently managed.
10. Provide input and feedback for implementation of process improvement strategies and take ownership for improvements processes.
11. Involve Sales Operations Manager in all issues risking customer satisfaction.
12. Follow all safety guidelines and report unsafe conditions to Sales Operations Manager.
13. Special team tasks as assigned.
14. Other duties as assigned.

JOB REQUIREMENTS

1. Education/Experience:

Required:  

Commercial based apprenticeship or studies and a minimum of 5 years Customer Support/Inside Sales experience or equivalent. Experience using an ERP system (ideally SAP) also required.

Strong commercial knowledge and understanding of the customer support and order management processes including import/export.

Desired:

A will to obtain technical expertise.

Experience working in a business utilizing various channels to maintain a market.  

Test instrumentation experience or other technical background is a plus.

2.  Knowledge of:

• Customer support processes
• Manufacturing systems
• Service Delivery
• Customer Relations
• Business to business sales experience
• Order Management
• Inside Sales techniques and practices.

3. Core Competencies:

• Strong technical aptitude.
• Strong will to familiarize oneself with technical and product details.
• Motivated to work in a team environment as much as working independently.
• Proactively seek input cross-functionally.
• Relies on experience and judgment to plan and accomplish goals.
• High flexibility and demonstrated ability to work under pressure.
• Strong interpersonal, organizational and communication skills.
• Active listening skills.
• Persuasion and negotiation skills.
• Ability to plan, organize, and work successfully on simultaneous projects.
• Ability to employ sound judgment with little or no supervision.
• Personal and professional integrity.
• Ability to proficiently use Microsoft Office and other software tools.