Commercial Support Leader

2 weeks ago

Dallas, Texas, United States Prolec-GE Waukesha,Inc Full time
Job Title: Commercial Support Leader

We are seeking a highly skilled Commercial Support Leader to join our team at Prolec-GE Waukesha, Inc. This role will be responsible for leading and managing the internal customer support specialist (CSS) team with respect to commercial operations and its interface with customers.

Key Responsibilities:
  • Lead the CSS team to perform processes such as quoting, order processing and fulfillment, customer service, and warranty claims.
  • Maintain scorecards with main KPIs for the above processes.
  • Manage contact kit inventory and its replenishment.
  • Manage personnel matters, including vacations, overtime, development, performance, training, and more.
  • Lead team in reviewing customer specifications and requests, generating proposals based on engineering and product knowledge.
  • Work with customers to understand and assess equipment needs, managing the team's quote activity and making recommendations as needed.
  • Balance workload for the CSS team across different end-user markets and product lines.
  • Provide excellent customer service, including technical support, as needed.
  • Act as a technical resource for the CSS team when responding to customer inquiries for existing products and lead the team in processing quote requests and orders with efficiency.
  • Coordinate with internal and external sales teams to proactively engage with customers, KAMs, product specialists, and channel partners with marketing collateral and product training.
  • Collaborate closely with sales, commercial development, operations, and engineering to ensure pricing and margin structures are appropriate.
  • Support social media, marketing, website promotional activities, and online store development to drive new opportunities for the company.
  • Regularly collect and provide direct customer feedback on price, lead-time, feature, function, and benefits of existing/new product offerings, comparing current offerings against competitors using a set collection of metrics.
  • Oversee and support key accounts, blanket POs, and contract negotiations.
  • Work with the quality team to help resolve warranty issues while maintaining customer relationships.
  • Assist accounts receivable with past due invoices.
  • Continuously seek to improve commercial processes, meeting quality system requirements.
  • Oversee order entry and contract fulfillment, including selling terms and conditions for the LTC training program.
Requirements:
  • Excellent verbal and written communication skills in English.
  • Customer/client focus.
  • Technical capacity.
  • Self-motivated, positive attitude, and dynamic personality.
  • Problem-solving/analysis.
  • Strong organizational skills.
  • Proficient with MS Office Suite (Word, Outlook, Excel, Visio).
  • SAP.
Education and Experience:
  • Bachelor's Degree in Engineering.
  • 3-5 years sales and customer service experience.
  • Technical and analytical aptitude.

Prolec-GE Waukesha, Inc. is an equal opportunity employer and makes employment decisions without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, protected veteran status, or any other reason prohibited by applicable law.

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