Description:
The following is indicative of the essential functions, qualifications, experience, and physical abilities required to perform the job.
Other duties may be assigned.
Primary Duties and Responsibilities:
· Build and manage a high performing inside sales capability focused on sales activity for national dialysis clients, new products and services that drives new leads into the pipeline and closes sales from that pipeline.
· Directly supervise all inside sales and customer care associates located in Elkhart facility.
· Ensure the inside team’s activities support the needs of internal and external customers including: end users, distributor reps, direct sales reps and
· Manage all pre- and post-sale activity including current and potential customer communication, including providing product information, quotations, specifications and other requested information to ensure satisfaction among internal and external customers.
· Collaborate with marketing and product management to ensure consistency in communicating brand and product information.
· Provide superior customer satisfaction - even when activity leaves the inside sales department and goes to other departments for resolution - by monitoring progress until the customer agrees that their needs have been met.
Ensure accuracy and completeness of information and documents.
· Establish and enforce acceptable timelines of response to customer needs.
· Monitor that accurate and complete information is captured in CRM system.
· Ensure KPI’s performance against targets.
· Responsible to make sure all regulatory, finance, legal, and all critical policies and procedures are met.
· Ensure proper utilization of all sales software, tools and resources.
· Resolve any escalated customer issues.
· Ensure the duties and responsibilities of associates are defined and communicated, including timely evaluations with personalized employee development plans.
· Implement and support programs and policies established by sales/commercial department that increase revenue and/or improves the profitability of Champion.
· Embrace the concept of continuous improvement, continue to evaluate department activities and challenge processes for improvements.
· Develop and provide team reports as appropriate for areas including, order statistics, quote-to-sale results, resolution results, number of calls, , customer satisfaction, , etc.
Make recommendation to management based on these reports.
· Liason to other departments to ensure overall company performance and customer satisfaction.
· Responsible for prospecting existing as well as potential new dialysis customers to generate sales opportunities.
· Develop network with major dialysis customers’ personnel responsible for capital goods acquisition.
· Other duties as assigned.
Requirements:
Essential Skills
· Communicate professionally both in written and verbal forms internally and externally.
· Strong technical and mechanical understanding of fabricated parts and processes including knowledge of Lean Manufacturing.
· Ability to lead and direct advanced quality planning activities and projects.
· Excellent analytical, prioritization and scheduling skills
Education and/or Experience:
• Bachelor’s degree preferred
• Strong leadership, decision-making skills and effective organization skills
• Able to interact with all employees and enhance a positive work environment
• Excellent listening, verbal, interpersonal and written communication skills
• Proficiency in hardware and software computer applications
• Ability to plan, develop budgets, monitor results and communicate expectations
• Significant prior experience in customer service and business decision making
• Sufficient understanding of product line, parts and related sale tools
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