Inside Sales Account Specialist

About the role

Assigned to the most complex customers, partners, and processes designed to proactively respond to inquiries and requirements from business partners/customers in a timely and professional manner, including product information, price, availability, lead-time, order entry, technical assistance, expediting, etc.

Responsibilities

• May recommend process improvements, or assignment of particular circumstances to other product/customer responsible specialists in the department
• Consistently delivers service excellence to all customers/partners, maintaining high level of professionalism, integrity, ethical behavior, and mutual respect at all times
• Leads business partner/customer visits to WIKA locations and coordinates with other departments to ensure business objectives are achieved
• Travels to business partner/customer sites to support business objectives on a quarterly basis (7-10% travel)
• Led regularly scheduled reviews of business partner/customer accounts to include sales figures, products sold, and forecasting for future demands
• Recommends to management major changes to operating procedures, implements improvements to certain assigned standard operating procedures, on their own, and aligning on business guidelines that drive improved service levels
• Initiates and takes ownership of corrective actions derived from comprehensive analysis of business partner/customer feedback
• Designs and spearheads targeted initiatives and programs aimed at elevating the NPS (Net Promoter Score) for designated business partners/customers, taking full ownership of their implementation and success
• Proactively uncovers avenues for optimizing services and tools, enhancing business efficiencies in collaboration with partners/customers; actively leads the implementation of e-business solutions in partnership with them
• Champions mentorship, offering expertise and guidance as a cornerstone of the customer care team, effectively seizing opportunities and decisively resolving issues
• Develops business partner/customer training programs for inside sales in alignment with annual Mutual Action plans
• Manages and cultivates the relationship matrix between WIKA inside sales teams and our valued business partners, taking full ownership to ensure seamless collaboration and mutual success
• Liaises between business partner and other WIKA departments (e.g. PMO, Tech Support, etc.) and maintains excellent internal relationships across the organization
• Champions proactive cross-selling initiatives to expand WIKA sales specifically with designated business partners/customers
• Instructs and guides others on navigating the complexities of products and engaging with high-level customers/partners, fostering their ability to capitalize on cross-selling opportunities effectively
• Leads special projects as assigned
• Other duties as assigned

Requirements

• Bachelor’s degree in Business or Technical field or equivalent experience in field
• Hands-on experience in Customer Service, Account Management, and/or Inside Sales is essential for this Senior Subject Matter Expert role, typically 5-7 years working with Manufacturer’s Reps, Distributors and OEM Customers
• Proven proficiency in deciphering and precisely interpreting complex customer drawings within WIKA's product portfolio, including the capability to deeply comprehend and translate intricate customer drawings to ensure seamless integration and support within the customer's operational framework
• Demonstrated ability to swiftly and comprehensively process intricate technical information within assigned specialized technical product domain in order to rapidly analyze and effectively apply complex technical details to ensuring precise and informed support for our customers' critical operations
• Effectively articulate and convey complex technical information with precision in both written and verbal communications, demonstrating strong interpersonal etiquette and professional demeanor, including over the telephone
• Expert proficiency in the comprehensive utilization of Microsoft Office365 Suite for intricate data analysis, reporting, and documentation
• Advanced expertise in navigating and leveraging the capabilities of Microsoft Dynamics ERP, particularly in managing and interpreting customer data and orders
• Voice of the Customer (VOC) and Customer-Centric Lean Six Sigma training, a plus

Qualifications

• Advanced expertise in the comprehensive utilization of Microsoft Office365 Suite for intricate data analysis, reporting, and documentation
• Advanced expertise in navigating and leveraging the capabilities of Microsoft Dynamics ERP, particularly in managing and interpreting customer data and orders
• Proven proficiency in deciphering and precisely interpreting complex customer drawings within WIKA's product portfolio, including the capability to deeply comprehend and translate intricate customer drawings to ensure seamless integration and support within the customer's operational framework
• Expert proficiency in the comprehensive utilization of Microsoft Office365 Suite for intricate data analysis, reporting, and documentation
• Advanced expertise in navigating and leveraging the capabilities of Microsoft Dynamics ERP, particularly in managing and interpreting customer data and orders
• Proven proficiency in deciphering and precisely interpreting complex customer drawings within WIKA's product portfolio, including the capability to deeply comprehend and translate intricate customer drawings to ensure seamless integration and support within the customer's operational framework

Skills

• Customer Service
• Account Management
• Inside Sales
• Technical Information Processing
• Complex Technical Detail Analysis
• Interpersonal Communication
• Microsoft Office365 Suite Utilization
• Microsoft Dynamics ERP Navigation
• Customer Drawing Interpretation
• Customer Feedback Analysis
• Process Improvement Recommendations
• Training Program Development
• Relationship Management
• Collaborative Initiative Leadership
• Cross-Selling Strategy Implementation
• Mentorship and Guidance
• Special Project Management

Benefits

• Work-life integration
• Mobile working
• Flexible working hours
• Pension scheme
• Good development opportunities
• Employee discounts
• Athletic initiatives
• Attractive remuneration system
• Health initiatives