Inside Sales Manager
Productie, Operations en R&D
Barcelona (Spain)
Ref: UK0475
February 18, 2021
INDUSTRIE EN UITRUSTING
FUNCTIES
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