Job Summary A sales and sales support role responsible for servicing an assigned mix of Channel Partners and direct accounts, supporting field-based business development/sales resources, and supporting execution of day-to-day sales operations. Primary Duties and Responsibilities Maintain regular contact with assigned accounts and Channel Partners to ensure healthy relationships. Use & maintain the company’s CRM system as per guidelines & standards. Qualify accounts per internal standards for size and product usage. Notify management of accounts that may qualify as developmental or key accounts. Compile & present price and delivery quotations. Follow- up on open quotes to secure the business and obtain feedback regarding the competitiveness. Process warranty claims & customer complaints. Render support to field-based business development personnel. Liaison & follow up with internal resources. Review/validate customer purchase orders Monitor/track the progress of critical orders and communicate status to concerned parties. Provide back up for other sales resources in their absences (as circumstances may require). Communicate with sales management regarding status of accounts and/or issues of note. Other duties may be assigned. Key Performance Metrics Account & Channel Partner performance: Topline revenue & product mix Customer satisfaction as noted from formal surveys and informal feedback Number of accounts qualified as Developmental or elevated to Key account status Quote & tech advice turnaround time as noted in business system Quote/order accuracy as noted in warranty claims, complaints and rework log Outbound call quantity and duration as reported Subjective assessment of the quality and timeliness of Business Development Support Qualifications and Education Requirements Customer service or technical sales experience Remote selling experience, i.e. via phone and e-mail, Competency with Microsoft Office suite of applications Able to effectively communicate via phone and in writing (e-mail). Able to work in an office environment; possibly seated and on a phone for long periods. Required Competencies Action Oriented – Enjoys hard work; is action oriented & full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes opportunities when they arise Approachability – Is easy to approach & talk to; spends the extra effort to put others at ease; can be warm, pleasant, & gracious; is sensitive to & patient with the interpersonal anxieties of others; quickly builds strong rapport; is a good listener. Composure – Is cool under pressure; does not become cynical, moody, or hostile when times are tough; is considered mature; can be counted on to hold things together during tough times; can manage personal stress; is not knocked off balance by the unexpected Customer Focus – Is dedicated to meeting the expectations & requirements of internal & external customers; gets first-hand customer information & uses it for improvements in products & services; talks & acts with customers in mind Informing – Provides the timely information that others need to know to do their jobs effectively; provides direct, feedback & information to customers & team members so that they can make accurate & timely decisions Listening – Practices attentive & active listening; has the patience to hear people out; can accurately restate the thoughts & opinions of others even when he/she disagrees Organizing – Can orchestrate multiple activities at once to accomplish a goal; uses resources effectively & efficiently; arranges information & files in a useful manner Written Communications – Able to write clearly & succinctly in a variety of communication settings & styles; can get messages across that have the desired effect Other Skills & Attributes Clear and pleasant speaking voice Ability to be positive, distinctive and memorable via phone Additional Notes Inter-relationships include working with sales team, manufacturing departments and outside customers (maintenance, engineering, and purchasing departments)