Inside Sales Manager

Barcelona (Spain)
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Inside Sales Manager

Production, Operations and R&D

Barcelona (Spain)

Ref: UK0475 February 18, 2021 INDUSTRY AND CAPITAL GOODS

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FUNCTIONS

The general purpose is to plan, co-ordinate and control the inside sales to maintain and enhance customer relationships and meet organizational and operational objectives. - Develop and implement customer service policies and procedures in coordination with the Sales VP - Review customers complaints and track customer complaint resolution by direct involvement by phone, e-mail, internet, or face-to-face. - Follow-up and answer of customers reviews on the Internet; utilize social media to respond to customers complaints or praise. - Handle escalated customer service issues - Provide help and advice to customers using the company’s products or services - Monitor accuracy of reporting and database information and analyze relevant data to determine customer service outputs. - Assist in improving quality of service, productivity and profitability - Oversee product exchanges, returns and repairs in coordination with the Service department. - Update delivery information of orders with operations and shipping departments to provide the information to customers. - Be updated on customers’ accounts and payment statements in coordination with the Financial department. - Report to senior management on sales metrics, opportunities and threats. - Evaluate and improve inside sales and sales administration process - Coordinate inside sales activities and projects, promotional campaigns, telemarketing actions in coordination with the Marketing department. REQUISITES - Min. 3 years work experience leading a customer service/inside sales team, preferably in an industry with a technical product that requires service and maintenance. - Ideally experienced in the HVAC sector. - Highly desirable is the knowledge and involvement in professional channels (distributors, dealers) and also the internet channel in terms of customer service. - Experience working with technical products, service, repairs, etc. - Familiarity with sales process and customer care in B2B, B2C and internet reviews. - Exceptional written and verbal communication skills - Ability to maintain a positive attitude at all times - High proficiency in Excel and Access and SAP or equivalent ERP - Sales-oriented, customer-oriented, positive, proactive and able to lead changes - Native level of Spanish and high level of English and German

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