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Director Customer Service Operations

2 months ago

danbury, United States Arcmed Full time

JOB SUMMARY


The Director of Customer Service and Sales will be responsible for overseeing customer service and sales in the U.S. Will be responsible for developing and implementing strategies to enhance the overall customer service experience and drive customer satisfaction and loyalty. Will be responsible for all sales activities from lead generation through closing in an assigned territory and with assigned accounts. The KAE develops and implements agreed upon Sales and Marketing Plan which will meet personal and business goals of expanding customer base in the territory. Will provide leadership as part of a combined sales, customer service, and engineering support team for the achievement of customer satisfaction, revenue generation, and long-term account goals in line with company vision and values. ***Must have Manufacturing Experience***


Our Strategy and Purpose

  • We provide technology and supply chain solutions for the design and manufacture of precise fluid handling components for diagnostic and analytical. Instruments.
  • We improve patient outcomes by helping solve the world’s toughest diagnostic and analytical challenges.
  • We will be the recognized leader in helping engineers, scientists, and doctors to solve the world’s toughest diagnostic and analytical challenges.
  • We always act with intention and drive to achieve our purpose.
  • Teamwork, collaboration, and diverse opinions make us stronger.
  • We are unafraid to make timely decisions, and we empower our people to make decisions, execute them and move forward.
  • We value people and take the initiative and hold themselves accountable.
  • Challenging the status quo helps us grow. Look for and call out improvements.


ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Lead and manage the customer service team, providing guidance, coaching, and support to ensure high performance and achievement of departmental goals.
  • Oversee the daily operations of both Customer Service and Sales.
  • Establishing and maintaining effective communication channels with customers, ensuring their needs and concerns are addressed promptly and to their satisfaction.
  • Work with application engineer(s) and customer service representative(s) on an account team to develop a plan to grow and service the territory and assigned accounts.
  • Develop an annual business plan to grow new business.
  • Understand and be responsible for pricing, quoting, and proposals.
  • Sell consultatively and make recommendations to prospects and customers of the various solutions the company offers to their business issues using the Customer Centric Selling sales methodology.
  • Develop a database of qualified leads through referrals, telephone work, trade shows, networking, face-to-face prospecting, LinkedIn, email and more.
  • Assists in the implementation of company marketing plans and company trade show plans as needed.
  • Adheres to all company policies, procedures and business ethics and ensures that they are communicated and implemented within the team.
  • Maintain contact with all customers in the territory across all disciplines (engineering, product management and marketing, purchasing and supply chain, executive) to ensure high levels of satisfaction.
  • Demonstrate ability to interact positively with all company employees.
  • Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
  • Maintain professional internal and external relationships that meet company core values.
  • Proactively establish and maintain effective working relationships with all supporting departments (customer service, engineering, operations, administration, etc.).
  • Work as directed by Manager.


EDUCATIONAL REQUIREMENTS, QUALIFICIATIONS, and TRAININGS

  • Minimum 5 years of sales experience in technical component sales and solutions to OEMs, preferably in the medical or scientific industry.
  • Proven ability to achieve sales goals.
  • An undergraduate degree is required, preferably in engineering or business.
  • Excellent ability to communicate orally and in writing in English.
  • Extensive experience in all aspects of key account management.
  • Well-developed literacy, numeracy and computer skills with a technical aptitude.
  • Strong understanding of customer and market dynamics and requirements.
  • This position requires up to 50% of travel.


COMPUTER AND SOFTWARE REQUIREMENTS

  • with Epicor a plus.
  • Office 365; SharePoint; Teams; Visio; and OneNote preferred.
  • knowledge of UKG-UltiPro and Workday a plus.
  • to operate media equipment such as tablets, smartphones, and other electronic equipment.
  • to work with general office equipment.
  • to work with and understand databases a must and the ability to learn technical skills.


PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

  • Shall have essential physical skills; be able to run, squat, stoop/bend, kneel, climb stairs, be able to lift at least 50 pounds (or ¼ own body weight).
  • Shall have adequate vision, reading, writing, and documentation skills, and hearing to perform the essential functions of the job.
  • Must have enough endurance to perform tasks over long periods of time.
  • Will be engaged in speaking, sitting, walking, driving, listening, and in communicating both orally and in writing while performing his or her duties.
  • Must be able to listen and respond to questions and instructions.


The qualifications, physical demands, and work environment described herein are representative of those an employee will encounter and must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.


Arcmed is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.


This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.


The above noted job description is not intended to describe, in detail, the variety of tasks that may be assigned but rather to give the incumbent a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change, so, too, may the essential functions of this position.