- Employee leadership and development:
- Resource management – coordinate with Contract Manager time off request with the goal of ensuring adequate coverage to sustain KPIs
- Schedule and lead regular team meetings
- Schedule and lead regular one on one meetings with team members
- Participate in hiring process
- Coach based on quality assurance feedback
- Direct and manage team priorities to ensure critical tasks are performed in a timely and efficient manner which includes the following:
- Proactively employing professional selling skills in the pursuit of new service business, and accurately managing and recording data generated from these efforts
- Manage incoming calls from customers related to our service solutions and activity follow-ups in a timely fashion
- Execute and track outbound activities on assigned campaign lists with a purpose of new service revenue growth
- Provide customers with complete solutions and collaborate with the field, when necessary, for service inquiries; includes recommending the appropriate services to meet the customer’s specifications, preparing formal quotations, and following up accordingly with the goal of closing the transactional sale
- Qualify Service Sales leads by assessing need, budget, and buying authority. Obtain basic qualifying information including (but not limited to) timeframe for purchase, decision maker(s), budget, influencing factors, and next step in the sales process
- Effective nurturing of leads received which will ultimately drive the close of the sale for a new service contract
- Execute effective pipeline management on all opportunities by demonstrating consistent follow-up and timely closure based on customer feedback
- Monitor telesales specialist phone interaction with customers and others to validate the quality of the sales process to assure the consistency of verbal delivery and the ability to provide coaching when necessary
- Provide support to product sales teams for SSPOS, including training material and coaching
- Ensure customer escalations are resolved. This involves identifying the root cause and working collaboratively with other departments within PI-US to develop corrective actions and process improvements
- Ensure that department operating procedures are being followed and that said procedures are consistent with company goals and objectives.
- Develop and/or revise and implement work procedures where deficiencies exist
- Promote teamwork throughout cross-functional teams
- Work on special projects as needed
- Other duties as assigned
- Excellent organizational skills, efficient, detail-oriented and customer focused
- Exceptional time management skills, ability to multi-task projects and process improvements while managing day to day activities within respective teams
- Must be able to communicate with senior management on processes or customer issues
- Must communicate both verbally and in writing throughout the organization in a clear and concise way to ensure that customers' expectations are understood
- Strong ability to interface with other departments and teams in a professional and cooperative manner
- Strong customer service, analytical, and reasoning skills.
- Experience in handling customer escalations (and speaking with customers via phone/email)
- Must be a self-starter who will identify problems and initiate corrective actions without specific direction from supervisor
- A bachelor's degree is preferred; or an associate’s degree with two to three years of any combination of customer service, sales, or marketing related experience; or five or more years of any combination of customer service, sales, and/or marketing experience
- Inbound or outbound call center experience, and teleselling skills training, are pluses
- Previous leadership experience is desired
- 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
Pour ceux qui priorisent la précision, Mettler Toledo est précisément le lieu où se trouve leur place.
Référence
Localisation souhaitée
Autre localisation possible
Job Type
Entité légale