Senior Sales Support Specialist
1 month ago
The Senior Sales Support Specialist must provide excellent customer service, be detail oriented and work with field staff and internal staff to promote and sell service to a selected group of customers and prospects that will be determined by management. Utilizes a combination of selling techniques, including a value based selling process, including email campaigns, phone calls, and customer meetings to achieve service revenue goals. Is organized, a self-starter, works independently and within a team environment, maintains administrative duties, and documents all activities in Salesforce.com. This individual serves as a subject matter expert on service offerings is organized and maintains established planning, administrative, and reporting systems through CRM and CSI.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Sales
- Achieves or exceeds assigned quarterly target. This will be done by calling upon prospects, existing customers, or open sales territories, as assigned by management.
- Responsible for adhering to customer contact metrics, assigned by management, including but not limited to proactive outbound sales calls, teams’ meetings, and emails.
- Records all customer touch points in Gilson’s CRM program daily.
- Responsible for Social Selling as a prospecting tool and promotion of Gilson products and services
- Generates and enters leads in Gilson’s CRM program by researching and maintaining current knowledge of existing and potential accounts and their key personnel.
- Uses sales techniques including a value based selling process and tools to uncover needs and provide the appropriate solution.
- Develops quotations by following Sales and Service pricing guidelines. The intent is to maximize both sales revenue and profitability.
- Researches and maintains current knowledge and familiarity with competing products, pricing, and competitors’ marketing practices
- Prioritizes and responds to all customer inquiries within 4 business hours
- Follows up on assigned hot leads within 4 hours and warm leads within 24 hours. Reassigns hot and warm leads to appropriate product sales team a minimum 4x/day.
- Utilizes common prospecting tactics including but not limited to outbound phone calls, emails and social media.
- Engage in multitasking to complete multiple tasks that are all aligned to the same outcome to effectively take care of customers.
- Possess key problem-solving skills to come up with ideas and solutions when faced with challenges and take advantage of opportunities.
- Work with customers and provide them with the paperwork necessary to plan and schedule for a service appointment, ensuring payment, COF and/or contract is obtained.
- Communicate clearly and maintain a positive tone when working with internal and external customers including but not limited to, customers, distribution partners, service technicians, the sales team and management.
- Monitor and alert responsible manager to situations that require additional support.
- Supports customers and product line within a specific account designation and/or call list. May need to travel and support other territories when necessary
- Responsible for attaining and maintaining technical knowledge to support customers
- Utilizes all aspects of the Gilson CRM software system and fulfills all prescribed requirements
- Responsible for automobile transportation (expenses reimbursed) and following established expense report guidelines
- Extensive use of computers for various applications
- Decision making regarding self-scheduling
- Contact possible with equipment that has been contaminated by laboratory chemicals, human bodily fluids, or other potential hazardous substances.
- Other duties as assigned
EDUCATION
- High school diploma/GED required
- Associates or bachelor’s degree preferred
- 2 years customer service or sales experience
- 3 years administrative experience
- 1 year of experience with Gilson products and/or services or lab experience is preferred
- Training in life sciences preferred but not required.
- Computer proficiency with CRM software and Microsoft Office
- Strong organizational and time management skills
- Excellent communication skills (verbal and written) and listening skills.
- Confident, persuasive, and winning phone presence
- Strong interpersonal & networking skills are required.
- Data entry experience
- Ability to work independently is a must
- Good or corrected vision
- Required to sit for extended periods of time, type emails, answer phone calls
- Willingness to travel, up to 10%
- Regular attendance and punctuality
- Ability to work well with others
- Ability to acquire new skills and to accommodate change in the workplace
- Experience in service role is a plus
- Microsoft Office, basic CRM, and ERP software
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