Mettler Toledo

Responsible for managing assigned customer contracts through the full renewal cycle, using multiple communication channels to drive high retention and deliver a personalized customer experience. Confirm account and equipment details, conduct online meetings to review service levels, and adjust offerings to meet business needs. For designated accounts, incorporate sales discussions focused on expanding coverage and upselling contract levels.

Essential Duties and Responsibilities:

• Develop strong technical knowledge of MTNA service offerings and communicate solutions that meet customer requirements.
• Deliver a high-quality, personalized customer experience resulting in strong retention and satisfaction.
• Address customer concerns by coordinating with cross-functional teams to ensure timely resolution.
• Meet or exceed performance objectives, including renewal rates, on-time renewals, outreach goals, and upsell metrics.
• Use professional selling techniques to grow service business and modify quotes as needed to reflect service level changes.
• Execute outbound renewal initiatives, maintain accurate CRM documentation, and manage inbound customer inquiries.
• Proactively generate cross-leads for products and related services such as calibration, upgrades, or additional contracts.
• Ensure compliance with ISO standards, MT operating policies, SOX controls, and company service contract procedures.

Required Knowledge, Skills and Abilities

• Initiative -innovative ways for driving revenue through telemarketing activities. A proactive approach to interpreting the customer’s requirements and assist in addressing the customer’s needs.
• Decision-making - Ability to make confident and reasoned decisions in the execution of the telemarketing functions. Decision making authority includes when and how to involve other departments and teams to ensure that targeted campaigns are achieving expected results.
• Customer Focus - Establish and maintain an open, professional and efficient means of communication with all customers, both internal and external.
• Teamwork/Cross-Functional Effectiveness - Ability to work effectively and efficiently with other team members to achieve common goals in a highly variable and often stressful customer call-service environment.
• Professionalism - Display and demonstration at all times in one’s mode of speech, dress, and personal behavior. Ability to work with minimal supervision.
• Time Management - Successful management of one’s own time in order to maximize efficiencies and workload output. Ability to prioritize workflow on a daily basis. Ability to effectively plan and organize work responsibilities.

• Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire 
• Tuition reimbursement, employee wellness programs, plus other perks and discounts 
• Parental and caregiver leave policies
• All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits 
• Global market strength and worldwide leadership in weighing
• A brand name that is identified worldwide with precision, quality, and innovation 
• Thousands of patents, design and innovation awards 
• A commitment to extraordinary service on our state-of-the-art equipment