- 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 renewal lists with a purpose of high customer retention rate and higher customer equipment coverage
- Build repeat sales opportunities through strong customer relationships by focusing on customers’ wants and needs
- Provide proactive management of Contracts Team e-mail inbox, including customer follow-up and interaction management, as needed
- Update, review, and maintain existing contracts/addendums to reflect accurate install-base equipment and service level agreements
- Process pre-paid contract billings
- 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
- Interface with internal and external customers to provide information about existing contracts and pricing agreements
- Follow SOPs and provide feedback on process improvements as needed
- 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
- Conduct ongoing sales and marketing initiatives as it pertains to service contract renewals, including the creation of sales and service leads
- Promote teamwork throughout cross-functional teams
- Work on special projects as needed
- Other tasks and 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
- Proven PC skills and experience using SAP (preferred) and various software packages are required, i.e., Microsoft Office - Outlook, Word, Excel
- 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
- Outbound call center experience and teleselling skills training, are pluses
- Previous leadership experience is desired
- Microsoft Office - Outlook, Word, Excel
- 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
你心所属，梅特勒托利多助力职业发展。
参考编号
首选办公地点
职位分类
法人实体